Strategist, Production - London, United Kingdom - Lilt

Description

Who we are
Lilt is the leading AI solution for enterprise translations.

Our tech stack is made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs.

With Lilt, innovative, category-defining organizations like Intel, Walmart, ASICS, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone.

They were amazed to learn that Google Translate wasn't used for enterprise products and services inside the company and left to start a new company to address this need - Lilt.

At its core, Lilt has always been a machine learning company since its incorporation on March 6, 2015.

At the time, machine translation didn't meet the quality standard for enterprise translations, so Lilt assembled a cutting-edge research team tasked with closing that gap.

While meeting customer demand for translation services, Lilt has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

As a result, Lilt's AI technology foundation is similar to ChatGPT and Google Translate, before our patented Contextual AI Engine, connector-first approach, and human-adapted feedback.

Our team is located globally in San Francisco, Berlin, Indianapolis, and London, with hubs located in Washington DC, NYC, Boston, and Dublin.

What you'll do

Come join our Production team As a Strategist, you will provide expertise and consultation and best practice approaches to Lilt partners and customers, drive successful onboarding for complex localization programs.

You will work with a range of customer stakeholders and internal functions, including solutions architects, engineers, product, linguist and project management teams to implement and maintain the optimal program management framework for our customers.

As a senior member of the team, you will be responsible for stakeholder and risk management,

develops/designs new processes or initiates process and or product and tooling improvements to meet SLAs, and tracks and manages large-scale account performance to KPIs and SLAs, identifies areas and action plans for improvement.

This position is based out of our London office and will be expected to work in the office in a hybrid capacity.

Key Responsibilities:

• Consult and work closely with a range of Enterprise customers to understand their business needs and align Lilt's SLAs and KPIs to measure, achieve and exceed these.
• Lead implementation of processes and systems to meet customer requirements including customised workflow, project management, invoicing and service delivery.
• Lead the onboarding of new customers.
• Scope new services, including pricing proposals and SLAs.
• Provide local support in the required time zone for direct customer engagement on strategic topics and initiatives.
• Lead complex remediations from beginning to end; participate in Lilt's continuous improvement program.
• Maintain and exceed performance against KPIs, to include, but not limited to:
• Account Health
• Onboarding (Time to first dollar)
• Customer SLAs
• Issue resolution time
• Draw on strong analytical capabilities to monitor and control production team performance against KPIs
• Direct tasks for production resources to to meet and exceed KPIs and customer SLAs
• Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with crossfunctional action plans.
• Communicate seamlessly with client contacts, local colleagues, freelancers and internal project team members.
• Manage production escalations, drive RCA and CAPA to completion.
• Conduct postmortems on key account initiatives, sharing results and planning followup actions with key stakeholders to ensure continuous improvements and learnings.

Skills and Experience:

• 8+ years' related experience managing Enterpriselevel localisation programs
• Excellent clientfacing and internal communication skills
• Solid organizational skills including meticulous attention to detail and multitasking skills
• Analytical and organized problem solving abilities
• Able to meet deadlines and work under pressure

Benefits:

• Compensation: Competitive salary and meaningful equity.
• Health care: Employees receive coverage of medical, dental, and vision insurance.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle.
• Lilt is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's race, religio