Senior Manager, Quality and Compliance

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LILT is the leading AI solution for enterprise translation. Our stack 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, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

The LILT Production Team is at the forefront of delivering high quality, AI-supported large-scale enterprise localization programs for some of the world’s largest organizations.  We work directly with our users and customers to tailor solutions and programs, to deliver scalable, intuitive, and high-performing solutions that facilitate seamless multilingual communication for businesses worldwide.

Working in LILT’s Production Team you will have access to leading tools, collaborative teammates, and opportunities to make a real impact.

Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. It's the perfect harmony of productivity and personal freedom. Want a peek inside? Visit our Careers page!

This position is based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.

Authorization to work in the U.S. is a precondition of employment.

We are seeking a highly motivated and experienced Senior Manager to lead and elevate our quality assurance processes. As a key member of the LILT Production leadership team, you will be responsible for implementing LILT’s transformative quality strategy that is AI and data driven. You will play a crucial role in ensuring the delivery of high-quality language services, both human and AI-generated, and driving continuous improvement across all aspects of our operations.

This role will provide crucial support, tools, and knowledge to ensure quality measures scale in line with company growth and business goals. This  includes, but is not limited to, addressing program quality design, specifically during onboarding; overseeing reoccurring and proactive quality audits performed by the team, overseeing the management of the retained resources for key languages

Key Responsibilities:

• Develop and Implement Quality Strategy: Design and execute a comprehensive quality assurance framework encompassing all stages of the language service lifecycle, from project initiation to final delivery, and beyond.

• Quality Scoring & Measurement: Establish and maintain robust quality scoring methodologies and metrics, including but not limited to MQM and other relevant frameworks.

• Human & Machine Translation Quality: Develop and implement specific quality assurance processes for both human and AI translation outputs, including post-editing quality assessment.

• Data-Driven Analysis: Utilize data analytics to identify quality trends, pinpoint areas for improvement, and drive informed decision-making.

• Process Optimization: Continuously evaluate and optimize existing quality processes, workflows, and tools to enhance efficiency and effectiveness.

• Team Leadership & Training: Lead, mentor, and develop a team of quality assurance professionals. Provide training and guidance on quality standards, methodologies, and best practices.

• Customer Collaboration: Work closely with customers to understand their specific quality requirements and ensure consistent delivery of exceptional service.

• Regulatory Compliance: Develop and maintain quality systems that meet the requirements of regulated industries, such as medical, legal, or financial.

• Technology Integration: Stay abreast of the latest advancements in Artificial Intelligence and LLMs, language technology and quality assurance tools, and integrate them into our processes as appropriate.

• Vendor Management: Establish and monitor quality standards for external language professionals and vendors.

• ISO Certification Management: Oversee and maintain compliance with relevant ISO certifications (e.g., ISO 17100, ISO 9001, ISO 18587, ISO 13485), including internal and external audits, documentation management, and continuous improvement initiatives.

• Understand corporate goals, align and lead their team in activities to meet them.

• Design and maintain the framework for measuring customer success to the customer's desired service quality standards. Ensure there is a reliable system in place for tracking results. Enforce this with direct reports, including middle managers, with extreme rigor.

• Proactively address performance shortfalls (SLAs, KPIs, Revenue, Margin) with the business, including the executive team, using RCA and CAPA. Takes extreme ownership of driving resolutions to improve execution to desired standards / goals.

• Challenge the status quo and take bold steps to address unresolved or lagging performance issues in a timely manner.

Skills and Experience:

• Bachelor's degree in Linguistics, Translation Studies, or a related field (Master's preferred).

• Minimum of 7 years of experience in quality assurance within the language services industry.

• Proven expertise in quality scoring methodologies and approaches.

• Strong understanding of both human and machine translation workflows and quality assessment.

• Demonstrated ability to develop and implement data-driven quality improvement initiatives.

• Excellent analytical, problem-solving, and communication skills.

• Experience leading and managing a team of quality assurance professionals.

• Proficiency in using CAT tools and quality assurance software.

• Strong understanding of industry best practices and standards (ISO 17100, etc.). Demonstrated experience with managing and maintaining ISO certifications, specifically ISO 17100, and/or ISO 9001.

• Highly Preferred: Experience in language quality for regulated industries (medical, legal, financial).

• Strong leadership, communication, and interpersonal skills.

• Solid organizational skills including meticulous attention to detail and multitasking skills

• Analytical and organized problem solving abilities.

• Ability to meet deadlines and work under pressure.

• Proven ability to implement project management best practices and methodologies.

• Experience managing project budgets and resources.

• Detail-oriented and results-driven.

• Proactive and adaptable in a fast-paced environment.

• Passion for quality and continuous improvement.

• Ability to work effectively both independently and as part of a team.

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.

• Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays

• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, and more. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

• Paid parental leave is provided after 6 months.

• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle
  

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy. LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.