Program Director (Linguistic Validation)

RWS Group; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global language technology company based in the UK is seeking a Program Director to lead client-facing operations and manage multiple program teams. The ideal candidate will have strong leadership, communication, and analytical skills, with demonstrated experience in the translation/localization industry. This role is crucial for ensuring customer satisfaction and profitability across various programs. Ideal for candidates with a passion for innovation and operational excellence.

Qualifications

• Experience in project coordination within the translation/localization industry.
• Proven leadership or mentoring capabilities.
• Successful account management experience.

Responsibilities

• Engage with customers as a senior operational leader.
• Drive customer satisfaction through process improvement.
• Analyze operational revenue forecasts.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Organizational skills

Teamwork

Negotiation skills

Fluency in English

Education

College/university degree in Business or related field

Job description

Program Director (Linguistic Validation)

Under the general supervision of a Vice President of Operations, the Program Director 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 the management of multiple client program teams of varying size and complexity; monitoring their performance for profitability, client satisfaction, on‑time delivery, and quality; and identifying and implementing changes as necessary in support of business goals.

The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to the 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.

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 has over 20 years of experience in the COA field, positioning us as the industry leader. We perform 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.

Job Overview

This role is a strategic, client‑facing, and operations‑driven leader accountable for the delivery and profitability of client programs.

Key Responsibilities

• Engage with customers as a senior operational leader.
• Analyze and evaluate customer business issues and lead teams to execute defined solutions across all service offerings.
• Accountable for increasing organic program revenue, managing margin, and other KPIs.
• Collaborate with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
• Record, analyze, and evaluate the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
• Responsible for the analysis, evaluation, and generation of operational revenue forecasts and partner with the sales team on the evaluation and generation of sales forecasts.
• Provide support as a key interface with clients at the last stage of the sales cycle; provide thought leadership for solution generation; drive transition and onboarding of new clients as appropriate.
• Serve as the overall escalation point for assigned customer account(s).
• Lead operational discussions with the customer and proactively monitor and share customer feedback received through the client feedback database, ensuring appropriate actions are taken and shared with the customer in a timely manner.
• Formulate, interpret, implement, and measure processes for company service offerings.
• Develop and certify programs for operational readiness, support hiring, and focus on lowering costs related to client solutions and services.
• Accountable for the overall financial health of the accounts.
• Collaborate with site and senior business unit leadership to drive teams in improving all areas, including process, people, and technology, including evaluation of the P&L statements, outsourcing performance, and innovation of process and technology to increase productivity and/or profitability.
• Understand and adhere to company Quality Management System (QMS) requirements including ISO standards.
• Supervise, set performance standards, and evaluate assigned personnel to ensure their department and individual performance objectives are met.
• Analyze department work levels and receive appropriate approval for changes in staffing levels/positions to meet business unit work needs; participate in the selection process for new employees.

Skills & Experience

• Provide leadership for employees and give clear direction while meeting goals and objectives in a respectful manner.
• Communicate with, train, and lead employees through changes in procedures, client requirements, and other operational issues.
• Strong communication and negotiation skills, including relationship building and presentation.
• Excellent follow‑through skills with the ability to drive processes and decisions to closure.
• Strong analytical and problem‑solving skills.
• Communicate clearly with stakeholders and resolve issues or complaints professionally and efficiently.
• Strong organizational skills in a fast‑paced, deadline‑driven environment.
• Prioritize and coordinate competing work demands and maintain composure under pressure.
• Fluent English verbal and written communication skills, with strong presentation skills.
• Carry out written and oral instructions.
• Effectively complete root cause analysis.
• Understand, apply, and use personal computers and software applications.
• Maintain confidentiality of company financial information and other sensitive information.
• Team player who can lead and collaborate effectively with a diverse group of individuals.
• Possess teamwork and consensus‑building skills to establish and maintain cooperative working relationships.
• Familiarity with and understanding of inter‑departmental functions to manage projects and supervise staff effectively.
• Develop systems and processes from the ground up, communicate them outwardly, and win support from colleagues and supervisors as needed.
• Exercise discretion and independent judgment in relation to work responsibilities, working with minimum supervision.

Qualification Profile

Any combination of education and experience that provides the required skill and knowledge for successful performance would qualify. Typical qualifications include:

• College/university degree in Business, English, Foreign Language, Social or Applied Science, or related field.
• Demonstrated experience coordinating complex projects within the translation/localization industry, preferably with a background in medical/pharmaceutical/life sciences translations and experience managing Linguistic Validation projects.
• Successful customer service/account management experience within the translation industry.
• Demonstrated successful leadership or mentoring experience.
• A progressive record of increasing responsibility in management leading up to a senior management position, including successful performance in operations management.
• Exceptional track record of successfully managing relationships with clients, internal stakeholders, and the management team.
• Experience operating in a fast‑growing, publicly traded international company.
• PMP or PgMP Certification is a plus.
• Verbal and written fluency in at least one foreign language is a plus.

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. We celebrate difference, 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: partner, putting clients first and winning together, pioneer, innovating fearlessly and leading with vision and courage, progress, aiming high and growing through actions, and 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.