Language Partnerships & Operations Lead

Equiti Group; Lorida (FL); In loco; USD 70.000 - 110.000; Tempo pieno

Descrizione del lavoro

Equiti Group is seeking a Language Partnership Manager to oversee day-to-day management of language service partner relationships and ensure service delivery, performance, and issue resolution. You will coordinate with the Director and internal teams to maintain partner information, governance, and capacity planning.

The role emphasizes building productive partnerships, monitoring SLAs/KPIs, and driving improvements across operations, quality, and finance to support cost-effective language

Competenze

• Bachelor's degree or equivalent experience in business/operations.
• 5+ years of relevant experience in vendor/partner management, language services, operations, workforce management, or related service environment.
• Experience managing external vendor or business-partner relationships strongly preferred.
• Experience working with performance metrics, SLAs, KPIs, scorecards, or operational reporting.
• Language services or interpreting-industry experience preferred.
• Experience with Salesforce or similar CRM/operational systems preferred.
• Working knowledge of language-service operations and interpreter-service delivery.

Mansioni

• Serve as the primary day-to-day contact for assigned language partner organizations.
• Build productive working relationships with partner representatives and maintain regular communication regarding operational needs, performance, and service delivery.
• Coordinate resolution of routine partner issues and elevate significant performance, relationship, contractual or commercial concerns to the Director, Language Partnerships.
• Facilitate regular partner meetings and support Monthly and Quarterly Business Reviews.
• Monitor partner performance against established KPIs, SLAs, quality measures, responsiveness standards, and other defined expectations.
• Maintain partner scorecards, performance records, action plans, and other governance documentation.
• Identify performance trends, service gaps, and recurring issues and develop corrective actions.
• Track commitments and follow through to ensure agreed-upon actions are completed.
• Coordinate with Quality regarding quality results and improvement requirements while maintaining clear accountability for partner relationship management.
• Collaborate with Workforce Management to understand current and anticipated language capacity requirements.
• Communicate staffing and capacity needs to language partners and coordinate partner responses.
• Coordinate partner recruiting, onboarding, training waves, and readiness activities based on identified business needs.
• Identify potential capacity gaps and escalates risks to the Director, Language Partnerships and appropriate operational leaders.
• Serve as the liaison between language partners and Equiti's internal operational teams.
• Coordinate resolution of scheduling, platform, access, service-delivery, and other operational issues affecting partner performance.
• Maintain working knowledge of the systems and platforms used to deliver Equiti language services.
• Support implementation of new partner processes, service requirements, and operational changes.
• Maintain accurate partner and interpreter information within applicable systems, including Salesforce and other operational platforms.
• Review partner scheduling, utilization, adherence, and related data for accuracy and operational follow-up.
• Support validation and reconciliation of partner service data used for invoicing and payment.
• Monitor partner utilization and performance data and identify potential cost, productivity, or service-delivery concerns.
• Provide reporting and analysis to support partner reviews and management decisions.
• Support the Director in sourcing and evaluating prospective language partners.
• Coordinate operational onboarding and implementation of new partners.
• Maintain required partner documentation and records.
• Support partner corrective action, renewal, transition and offboarding activities.
• Identify opportunities to improve partner processes, performance, and collaboration.

Conoscenze

Vendor/partner management

Language services

Operations

Workforce management

CRM / Salesforce

Data analysis

Relationship management

Communication skills

Cross-functional collaboration

Formazione

Bachelor's degree in Business Administration, Operations, Language Services, Healthcare Administration, or related field

Strumenti

Salesforce

Descrizione del lavoro

Equiti Group is seeking a Language Partnership Manager to oversee day-to-day management of language service partner relationships and ensure service delivery, performance, and issue resolution. You will coordinate with the Director and internal teams to maintain partner information, governance, and capacity planning.

The role emphasizes building productive partnerships, monitoring SLAs/KPIs, and driving improvements across operations, quality, and finance to support cost-effective language