Lango is a technology-enabled language management platform with one simple mission: to unify the entire language service workflow in one place. We build connections across languages and cultures to enable people to live their best lives.
Lango is growing rapidly both organically and through acquisitions using our massive enterprise-grade data set to develop industry-transforming AI technology. We currently serve over 4,500 customers across the United States with a focus on specialized, regulated sectors such as healthcare, education, government, and legal. Our Lango Marketplace connects customers with in-person, virtual, phone, and AI interpreting and translation services spanning 200 languages including American Sign Language.
Lango is a global company with offices in Austin and New York City as well as Europe and Latin America. We are backed by Mucker Capital.
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Lango is hiring a VP Operations to manage our global Shared Services team of Customer Care and Marketplace Operations professionals. This position currently reports to the CEO and manages a team of 45. The VP will be responsible for leading and scaling these teams in accordance with the Lango Operating Model and our business integration playbook as Lango continues its hypergrowth trajectory.
This is an extraordinary opportunity for an experienced operations expert who seeks to lead and scale a data-driven tech-enabled business that is rapidly growing via geographic expansion, acquisitions, and diversified revenue streams. This position will be onsite in Austin, TX.
Responsibilities
- Translate company strategies into operating plans for shared service teams that support multiple business units.
- Oversee a set of teams that span multiple time zones across three continents.
- Direct the creation of OKRs and manage their successful and on-time completion.
- Ensure business processes result in effective and efficient operations and are measured using Key Performance Indicators.
- Balance the demands of rapid change with maintaining operational stability and efficiency.
- Ensure newly acquired businesses transition smoothly into the platform while meeting revenue and profit goals over time.
- Drive continuous business transformation and change management initiatives, enhancing operational efficiency and fostering a culture of adaptability and innovation.
- Create systems built to monitor customer satisfaction and improve customer experience.
- Oversee Marketplace Operations team that works directly with the Lango network of contract interpreters and linguists
- Ensure marketplace and staff interpreters are continually trained, positioned to work on high value clients and maximize their utilization
- Manage the Customer Care functions and teams for all services provided by Lango including interpretation, translation, and localization
- Oversee the service delivery teams for all business units to ensure high levels of quality, timeliness, and profitability of all service lines.
- Utilize customer feedback to identify improvement opportunities and oversee the ongoing improvement of the customer experience.
- Develop, implement, and maintain quality assurance protocols.
- Lead the annual planning and budgeting processes for the Operations teams and manage to the budget.
- Work with partners, clients, linguist specialists to ensure relationships are healthy and productive.
- Foster positive employee relations through continuous feedback, coaching and development.
- Create employee training and professional development plans that results in team cohesion and long employee tenure.
- Collaborate with senior leaders across all teams and actively participate in enterprise-wide initiatives.
- Remain up-to-date knowledge of all technology related innovations taking place within the industry; evaluates and makes recommendations for implementation.
- Track and report on all Key Performance Indicators and maintain operations metrics that provide insight into our ability to service the needs of our clients.
- Build meaningful and trusted relationships with our community of language professionals and language service partners.
- Promote the culture of the Company throughout their teams.
Required Skills & Experience
- Proven track record of leading Operations in hypergrowth roll-up business environments.
- Strong experience leading seamless integration of acquired companies, aligning processes, cultures, and systems to achieve strategic objectives.
- Experience managing global teams and across expansive time zones
- Previous experience as a full-time Project Manager/Production Manager/Operations leadership role within a B2B tech-enabled services industry
- Strong financial acumen with prior accountability for gross margin, EBITDA, and other financial and operational KPI's
- Excellent managerial, operational, project management and problem-solving skills
- Strong written and verbal communicator with public speaking experience and presentation skills
- Passionate about working with distributed teams and handling various personalities
- Growth mindset, sees building expanding team in the region as an exciting opportunity