Descripción del puesto

The Interpreting Project Manager (IPM) is the end-to-end owner of client interpreting services, responsible for managing assignments from initial request through successful completion while delivering an exceptional client experience.

This role combines client management, scheduling oversight, interpreter coordination, and project execution into one accountable owner. The IPM ensures every assignment is staffed correctly, executed flawlessly, and aligned with company quality and financial standards.

Success in this role is defined by client satisfaction, operational excellence, and profitable execution.

Responsibilities:

1. Client Ownership & Relationship Management

• Serve as the primary point of contact for assigned clients
• Build strong, trust-based relationships through responsiveness and reliability
• Understand client needs, preferences, and recurring patterns
• Ensure a high level of service that drives client retention and repeat business
• Proactively identify opportunities to improve service delivery

2. Assignment Intake & Planning

• Receive and assess incoming requests (scope, language, location, urgency)
• Clarify all details with the client to ensure accuracy upfront
• Define requirements, timelines, and expectations
• Anticipate potential challenges and plan accordingly

3. Interpreter Sourcing & Scheduling

• Identify and assign the best-fit interpreter based on qualifications and availability
• Coordinate schedules and confirm coverage for all assignments
• Ensure interpreters are fully prepared with all relevant job details
• Build and maintain a reliable pool of interpreters

4. End-to-End Project Execution

• Own each assignment from start to finish.
• Monitor execution and proactively resolve issues in real time
• Ensure all stakeholders (client, interpreter, internal team) are aligned
• Deliver a seamless experience with no gaps or miscommunication

5. Financial Accountability

• Ensure assignments are executed within target margins
• Follow company pricing guidelines and flag exceptions when needed
• Manage interpreter rates appropriately
• Contribute to maintaining overall account profitability

6. Quality Assurance

• Ensure all assignments meet quality standards
• Collect and review client feedback
• Address issues quickly and implement corrective actions
• Continuously improve service delivery

7. Communication & Coordination

• Act as the central communication hub between:

• Clients
• Interpreters
• Internal teams (Sales, Accounting, Leadership)

• Provide timely updates and clear expectations
• Escalate issues when necessary

8. Risk Management & Problem Solving

• Identify risks such as last-minute cancellations or coverage gaps
• Develop contingency plans
• Handle urgent issues calmly and effectively
• Ensure continuity of service under pressure

9. Documentation & Systems Management

• Maintain accurate records of:

• Assignments
• Client preferences
• Interpreter performance
• Financial details

• Ensure all data is properly entered into company systems

Key Performance Indicators (KPIs)

• Client satisfaction / retention
• Fill rate (assignments successfully staffed)
• On-time / error-free execution
• Gross margin per assignment
• Response time to client requests
• Interpreter utilization & reliability

Requisitos

Requirements_

Candidates should be prepared to:

• Work on Pacific Time (U.S.) to align with customer business hours
• Occasionally log in during evenings or weekends to ensure customer VRI calls begin smoothly
• Make and receive phone calls, using a company-provided phone plan, with both customers and interpreters
• Work closely with team members to ensure full customer coverage is maintained

Candidates should:

• Be highly organized and detail-oriented
• Communicate clearly and professionally, both in written and spoken English
• Be resourceful and solutions-driven, with a proactive approach to problem-solving

Qualifications

• Bachelor’s degree required
• Experience in project management, operations, or client services
• Strong quantitative skills and attention to detail, with the ability to perform accurate calculations in a fast-paced environment
• Experience in the language services industry is a strong plus
• Strong organizational and communication skills
• Experience with Interpreter Intelligence is a plus