Production Strategist | EMEA

About LILT

AI is changing how the world communicates — and LILT is leading that transformation. We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting‑edge AI, machine translation, and human‑in‑the‑loop expertise to translate content faster, more accurately, and more cost‑effectively without compromising on brand, voice, or quality.

At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do.

Production Strategist – Role Overview

The Production Strategist reports directly to the Director, Production and is responsible for ensuring successful onboarding and implementation for a portfolio of complex enterprise accounts. The role adopts an AI‑native approach to onboarding, program delivery and driving initiatives, embedding agentic workflows, automation and AI‑assisted ways of working. The Strategist drives end‑to‑end customer onboarding, implements and maintains successful service delivery strategies to meet SLAs and desired business outcomes, and collaborates across teams at all levels.

Responsibilities

• Drive the use of AI across the Production team, responsible for finding agent‑driven solutions to optimize all aspects of the production workload.
• Consult and work closely with a range of enterprise customers to understand their business needs and align LILT’s SLAs and KPIs.
• Lead implementation of processes and systems to meet customer requirements— including customized workflow, project management, invoicing and service delivery—using automation and agentic tooling at the core of solution design.
• Lead onboarding of new customers, taking an AI‑first approach to accelerate and standardise onboarding.
• Scope new services, including pricing proposals and SLAs, using intelligent tooling to support scoping, estimation and proposal development.
• Provide local support in the required time zone for direct customer engagement on strategic topics and initiatives.
• Lead complex remediations from beginning to end; participate in LILT’s continuous improvement program, using automation to identify root causes and prevent recurrence.
• Work cross‑functionally to develop AI agents to manage multipstep processes, allowing Production Staff to focus on high‑level goals and edge cases.
• Eliminate waste and quality issues from production processes by agentizing workflows and processes as much as possible.
• Maintain and exceed performance against KPIs, with automated monitoring and reporting including:
• Account Health
• Onboarding (Time to first dollar)
• Customer SLAs
• QRM resolution time
• Healthy account portfolio financials

Duties

• Onboard new customers and service lines with the appropriate people, processes and tools.
• Produce competitive and well‑reasoned quotations, with necessary caveats and assumptions.
• In collaboration with Solutions and Product, drive the implementation, testing and iteration of complex technical production workflows to ensure optimal efficiency.
• Demonstrate strong analytical capabilities to monitor and control production team performance against KPIs.
• Direct tasks for production resources to meet and exceed KPIs and customer SLAs.
• Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explain trends, address shortfalls proactively with cross‑functional action plans.
• Communicate seamlessly with client contacts, local colleagues, freelancers and internal project team members.
• Manage production escalations, drive RCA and CAPA to completion.
• Conduct post‑mortems on key account initiatives, sharing results and planning follow‑up actions with key stakeholders to ensure continuous improvements and learnings.
• Implement account onboarding, process and workflows, escalating requirements for customizations/devations for appropriate consideration.
• Demonstrate a deep understanding of all production workflows and processes related to accounts.
• Maintain up‑to‑date plans and documentation for account.
• Monitor and enforce adherence to correct production procedures.
• Lead the account portfolio team, identify opportunities for training and development.
• Work in close collaboration with Revenue and Customer Success to ensure comprehensive coverage and implementation of customer requirements while focusing on Production‑specific SLAs.

Preferred Education

• Bachelor’s or Master’s degree in Languages, Translation, Linguistics

Required Experience

• 8+ years’ related experience managing enterprise‑level localization programs.
• Excellent client‑facing and internal communication skills.
• Solid organizational skills including meticulous attention to detail and multi‑tasking.
• Analytical and organized problem‑solving abilities.
• Able to meet deadlines and work under pressure.

Preferred Experience

• Experience onboarding new customers’ localization programs.
• Experience managing complex workflows for enterprise customers.
• Prior team leading or management experience.

Equal Opportunity Statement

LILT is an equal‑opportunity employer. We extend equal opportunity to all individuals without regard to 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.