Language Services Operations Manager

Contract length: 12 months

Hours: Full-time

Location: Home-based

Travel: Limited

Reporting to: Chief Language Services Officer

Salary range: 5,400-6,200 USD/month

Deadline for applications: July 27, 2022

CLEAR Global is an equal-opportunity employer, committed to having a diverse team where individuals of all backgrounds collaborate and learn from one another. We believe we can be most effective with diverse experience and expertise in our team. We recruit on merit, actively seek diverse applicant pools and encourage candidates of all backgrounds to apply. We do not discriminate on the basis of disability, age, gender identity and expression, national origin, race and ethnicity, religious beliefs, marital or parental status, or sexual orientation, and welcome all types of diversity.

We offer in addition to salary:

• an innovative work environment with a diverse and passionate team
• 20 days of annual leave and 10 days of floating holidays
• the flexibility of home-based/remote work
• accommodation and per diems when on deployment

The Role

This role is responsible for the delivery of language services to CLEAR Global’s programs and NGO partners. The Operations Manager will lead a remote team of more than 20 team members located all around the world. The role also includes providing oversight of CLEAR Global’s crisis response language services in the event of a rapid onset disaster. In addition, this role will collaborate with other teams within the organization to define and implement production systems and processes.

You will be expected to solve key problems and challenges as well as seize major opportunities for improvement and enhancement of CLEAR Global’s language service offerings. This will require personal determination, proactivity and initiative, attention to detail, and collaboration with globally distributed and remote team members.

Team Management

• Manage the Language Services Program and Partnership Teams, ensuring that all team members understand the direction and organizational strategies and that these reflect the needs and priorities of the language services team
• Develop a strategic plan for team development and potential expansion
• Work with team members to ensure that the team as a whole functions well and ensure the team remains motivated and enthusiastic within the wider organization to build cross-team coherency.
• Participate in organization-wide discussions, contributing actively
• Create and monitor reports on metrics, analyzing trends and making changes/recommendations as appropriate

Resourcing and Capacity Management

• Maintain an overview of the proposal pipeline and liaise regularly with program and partnership sales teams
• Ensure the teams have sufficient capacity to deliver projects, liaising with the Finance and HR team
• Oversee and allocate resources within the Project Management Pool to support the LS program and partnership teams

Partnership Management

• Collaborate with the Partner Success Coordinator and the Partnership Sales Team to develop and manage strategic relationships with NGO partners
• Support on partner negotiation processes, analyzing partner needs and translating into plans when necessary.
• Identify and support opportunities for innovative action and synergies with strategic partners.
• Together with the partner owners, ensure expectations are met and monitor levels of overall satisfaction.
• Together with other key stakeholders, ensure that the partner renewal process is managed smoothly.

Language Services

• Work with the Language Quality and Process Coordinator to ensure quality assurance processes are in place and regularly monitored
• Collaborate with the Language Quality and Process Coordinator and the Tech Team to define and implement production systems and processes, and in particular own the project management systems and workflow.
• Assure consistent and timely collaboration and communication among the different teams and operations team
• Analyze, organize, troubleshoot, and solve problems with available resources and in coordination with CLEAR Global team
• Synthesize and disseminate learnings to improve best practices in project management, workflows, and related processes

Please note that these roles and responsibilities are approximate and may change over time.

Qualifications and Experience

The Language Services Operations Manager should be enthusiastic about the importance of increasing access to knowledge through language. The right candidate is an energetic team player and leader who agrees with CLEAR Global’s basic beliefs and values and who can work virtually with team members based throughout the world.

Required

• 7+ years of experience in translation project management
• 5+ years of experience in a management role
• Experience working in an international environment.
• In-depth understanding of traditional quality assurance processes; knowledge of community-based quality process a definite advantage
• Good interpersonal skills; able to work well in a team-oriented, collaborative, cross-functional environment
• Demonstrates initiative, persistence, ability to problem solve, and enthusiasm for learning.
• Able to deal with frequent changes, delays, interruptions, and unexpected events
• Strong ability to multitask, prioritize, and work independently with minimal supervision
• High social and emotional competence
• Ability to mediate, negotiate, and resolve conflicts constructively
• Excellent written and verbal English communication skills; other languages would be an asset

Highly Desirable

• University Degree in linguistic/translation related studies
• Familiarity with the translation, language or content industries
• Fluency in one or more languages other than English

About CLEAR Global

CLEAR Global exists to help people get vital information, and be heard, whatever language they speak. We believe that everyone has the right to give and receive information in a language and format they understand. We work with nonprofit partners and a global community of language professionals to build local language translation capacity, and raise awareness of language barriers. Our network of over 80,000 community members translate millions of words of life-saving and life-changing information a year.

Core values

CLEAR Global employees and volunteers are people who believe passionately about the value of this work and take personal responsibility for achieving the mission. CLEAR Global’s mission and organizational spirit embody the core values established in its strategic framework:

• Excellence: As the leading voice for communicating humanitarian information in the right language, CLEAR Global is a leader in the translation industry and in the non-profit sector.
• Integrity: CLEAR Global believes that every person, whether it’s the people who we serve, our volunteers or our staff, has value, deserves respect and has inherent dignity.
• Empowerment: CLEAR Global believes in using language to empower people around the world to control their own development and destiny.
• Innovation: CLEAR Global recognizes and celebrates the power of innovation to address humanitarian and crisis issues around the world.
• Sustainability: CLEAR Global recognizes that meeting our mission necessitates establishment and maintenance of a solid financial and organizational infrastructure.
• Tolerance: Our staff and volunteers are highly knowledgeable and skilled; value each other, our partner and our recipients; create a supportive work environment; and, conduct themselves professionally at all times.

CLEAR Global may re-advertise the vacancy, cancel the recruitment, offer an appointment with a modified job description or for a different duration at its discretion.