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.

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. In this role, you will be required to adopt an AI-native approach to onboarding, program delivery and driving initiatives — embedding agentic workflows, automation and AI-assisted ways of working into everything you do. The Strategist is responsible for end to end customer onboarding, implementing and maintaining successful service delivery strategies to meet SLAs and desired business outcomes.

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 to measure, achieve and exceed these.
• Lead implementation of processes and systems to meet customer requirements — including customized workflow, project management, invoicing and service delivery — with automation and agentic tooling at the core of solution design.
• Leads the onboarding of new customers, taking an AI-first approach to accelerate and standardize onboarding.
• Scopes new services, including pricing proposals and SLAs, using intelligent tooling to support scoping, estimation and proposal development.
• Provides 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 multi-step 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.

DUTIES:

• Onboards new customers and service lines with the appropriate people, processes and tools.
• Produces competitive and well-reasoned quotations, with necessary caveats and assumptions.
• In collaboration with Solutions and Product, will drive the implementation, testing and iteration of complex technical production workflows to ensure optimal efficiency.
• Demonstrates strong analytical capabilities to monitor and control production team performance against KPIs.
• Directs tasks for production resources to meet and exceed KPIs and customer SLAs.
• Regularly reports internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.
• Communicates seamlessly with client contacts, local colleagues, freelancers and internal project team members.
• Manages production escalations, drives RCA and CAPA to completion.
• Conducts post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.
• Implements account onboarding, process and workflows, escalating requirements for customizations/deviations for appropriate consideration.
• Demonstrates a deep understanding of all production workflows and processes related to their accounts.
• Maintains up to date plans and documentation for account.
• Monitors and enforces adherence to correct production procedures.
• Leads the account portfolio team, identifies opportunities for training and development.
• Works 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 multitasking skills.
• Analytical and organized problem-solving abilities.
• Able to meet deadlines and work under pressure.

PREFERRED EXPERIENCE:

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