Program Manager (Linguistic Validation)

Job Purpose

Job Purpose

The Program Manager is responsible for the implementation of account-specific programs (workflows, technology, project management, vendors) to achieve set targets for profitability, client satisfaction, on time delivery, and quality.

The Program Manager builds and manages the Project Management team(s) and serves as the main point of escalation for account-related issues. The Program Manager oversees the execution of each account-specific program, monitors performance against targets, and ensures appropriate real-time interventions required to achieve targets.

This position actively partners with Sales, Account Management, Technical Services, Vendor Management, Quality Management, and other support departments to achieve revenue and profitability targets. The Program Manager has team management responsibilities and direct reports

About Transform

At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.

Linguistic Validation (LV) is a specialized business unit within RWS Regulated Industries that focuses on the translation, validation, licensing, and electronic implementation of Clinical Outcome Assessments (COAs). COAs are questionnaires completed during clinical trials which allow sponsors to collect data about treatment effectiveness, side effects, and health status directly from patients and caregivers.

The LV Team is over 20 years of experience in the COA field, positioning us as the industry leader. Our team performs a wide variety of functions in addition to translation, including recruitment and interviewing of patients around the world, development of novel research for presentation and publication, expertise in licensing and copyrights, and management of electronic implementation of COAs (eCOA) in over 80 languages.

About RWS

RWS is a global AI solutions company empowering the world’s most trusted enterprise AI.

Our proprietary Cultural Intelligence Layer, powered by 250,000 data specialists, cultural and language experts and deep domain professionals, backed by 45+ patents, makes enterprise AI culturally fluent, contextually accurate and secure, ensuring every interaction reflects a brand’s tone, context and customer values.

Through our Generate, Transform and Protect segments, we deliver intelligent content, enterprise knowledge, large-scale localization and IP protection for global growth. Trusted by 80+ of the world’s top 100 brands, RWS provides the confidence, governance and expertise organizations need to deploy AI safely, responsibly and at scale.

Job Overview

Key Responsibilities

Ensures that correct processes, methodologies, and risk assessment are used on all projects.

Using revenue forecasting and sales pipeline data, defines and executes Project Management staffing and cross training plans such that trained resources are available as needed and capacity is efficiently utilized.

Monitors process performance against profitability, on time delivery, and quality targets. Proactively identifies risks to ensure attainment of targets and engages cross functionally to mitigate risks.

Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. Leads and participates in client meetings, status updates, and Quarterly and other Business Reviews.

Actively manages any reported deficiency in RWS deliverables, ensuring appropriate internal escalation and engagement of Sales, Department Management, and Quality Management.

Ensures timely and professional completion of root cause investigations, resolution, effectiveness verification, and client-facing CAPA reports

Participates in RFP responses for new opportunities and client-facing bid defence meetings.

Leadership & Collaboration

Partners with key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions

Conduct regular performance reviews with direct reports and manage required follow-up. Ensures proper employee retention.

Builds, mentors, and manages the Project Management team to ensure each account is appropriately staffed based on volume and complexity.

Monitoring, mentoring and motivation of Project Management team members, including ensuring appropriate training and development, and succession planning.

Owns onboarding and mentoring of team members.

Contribute to team development activities and foster a positive, collaborative culture.

Motivate and support extended project teams, coordinating tasks effectively and escalating resource or quality issues promptly.

Collaborate with internal teams cross-functionally, and senior management to resolve problems and deliver high-quality outcomes.

Participate in initiatives to improve processes, and business strategies.

Financial & Commercial Awareness

Closely monitor project financials, ensuring adherence to budgets and profitability targets. Participate in revenue forecasting and lead revenue recognition activities for the assigned portfolio.

Identify opportunities for account growth and contribute to proposals that support revenue expansion.

Escalate risks or issues that may impact commercial outcomes and client retention.

Ensure all work aligns with client requirements and commercial expectations.

Operational Excellence

Adhere to RWS project processes and procedures.

Apply best methodologies for strategic project planning to include high level of understanding of key stakeholders, decision making authority, clarity of message, and proper client facing communication.

Identify and lead process improvement opportunities, ensuring continuous improvement and operational excellence.

Maintain consistency and quality across all deliverables.

Responsible client KPI data collection and reporting.

Personal Development

Take ownership of personal development by seeking feedback and learning opportunities.

Demonstrate professionalism, accountability, and commitment to client satisfaction and team success.

Skills and Experience

Knowledge and Understanding

Provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.

Ability to make decisions and lead employees through job-related issues.

Strong documentation skills and knowledge base maintenance.

Demonstrates a developing awareness of commercial priorities and supports accurate task completion and reporting.

Familiar with digital tools such as Microsoft Office and enterprise platforms, with a proactive attitude toward learning new systems and service models.

Understands budget principles and supports cost-conscious approaches to task delivery.

Skills

Clear and professional communication skills with colleagues, clients, and internal stakeholders.

Strong project analysis skills and ability to apply measurable metrics and KPIs.

Strong business acumen with the ability to build credibility and comfortably interact with clients.

Demonstrates a solutions-oriented mindset, proactively identifying and resolving challenges

Able to identify routine delivery challenges and suggest practical improvements.

Supports cross-functional tasks to help maintain delivery alignment and stakeholder satisfaction.

Demonstrates planning and organisational skills that contribute to team efficiency.

Excellent written and verbal communication skills, with the ability to present information clearly.

Applies a practical approach to problem-solving with a focus on consistency and quality.

ExperienceExperience working in a structured, deadline-driven environment with multiple tasks or projects.

Experience with communication, training and leading of employees through changes in procedures, client requirements, and other production processing issues.

Experience working in a Project and/or Program Management role or similar, with proven experience in client management, and team leadership.

BehavioursFostering team collaboration and inclusivity, with emerging confidence in supporting others.

Participates in procedural and operational change management through engagement and feedback.

Models adaptability and resilience, encouraging teams to embrace new tools, processes and ways of working.

Proactively identifies opportunities to improve team performance and service outcomes.

Demonstrates professionalism, integrity, and accountability in all work activities.

Demonstrates and reinforces expected values and behaviours through actions, setting the standard for how the team collaborates, communicates, and delivers.

Forward thinking, proactive, and solutions-oriented.

Shares knowledge and supports the development of others through collaboration and communication

Confident in working with colleagues across departments.

Able to meet deadlines and work under pressure.

Desired

• Four-year college/university degree in Business, Linguistics, Social or Applied Sciences, or other related field. Masters or MBA a plus.
• More than five years demonstrated experience coordinating complex projects within the localization or translation industry. Experience in Life Sciences or Linguistic Validation is strongly desired.
• Successful customer service/account management experience, generally a minimum of six years, including at least five years’ experience within the translation industry.
• Demonstrated successful leadership or mentoring experience, minimum of four years.
• Advanced computing skills, including experience with translation management systems, CAT tools and AI-assisted productivity tools.
• PMP Certification a plus.
• Verbal and written fluency in at least one foreign language a plus.

Benefits

• Amazing benefits! (Seriously!)
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave.
• 401(k) Retirement plan with company match.
• Company-wide agile work policy with flexible work arrangements.
• Opportunities for training, professional development, and personal growth.
• Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity.

Base Pay

$90,000 - $110,000 / year

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.