Program Director (Linguistic Validation)

Job Purpose

Program Director for Linguistic Validation department is a strategic, client facing, results-driven, and innovative operations leader. The role is accountable for customer relationships, end-to-end program delivery, and driving profitable growth. The Program Director is responsible for managing multiple client program teams of varying sizes and complexities; monitoring their performance on profitability, client satisfaction, on-time delivery, and quality; and identifying and implementing changes as necessary to support business goals. 

The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to current and anticipated future state of programs. The role may develop, implement, and follow through on approved action plans to achieve strategic objectives and coordinate corrective measures where appropriate. 

This role is available in some locations in the US and EMEA.

 

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.

 

Headquartered in the UK, RWS is listed on AIM (RWS.L).

 

More information: RWS

Job Overview

Key Responsibilities

• Engages with customers as a senior operational leader.
• Analyzes and evaluates customer business issues and leads teams to execute defined solutions across all service offerings.
• Is accountable for increasing organic program revenue, managing margin, and other KPIs.
• Collaborates with operations leadership to ensure customer satisfaction and implements continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
• Records, analyzes, and evaluates the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
• Is responsible for the analysis, evaluation, and generation of operational revenue forecasts and partners with the sales team on the evaluation and generation of sales forecasts.
• Provides support as a key interface with clients at the last stage of the sales cycle; provides thought leadership for solution generation; drives transition and onboarding of new clients as appropriate.
• Serves as the overall escalation point for assigned customer account(s).
• Leads operational discussions with the customer and proactively monitors and shares customer feedback received through the client feedback database, ensuring appropriate actions are taken and shared with the customer in a timely manner.
• Leads in formulating, interpreting, implementing, and measuring processes for company service offerings.
• Develops and certifies programs for operational readiness, supports hiring, and focuses on lowering costs related to client solutions and services.
• Is accountable for the overall financi