Overview
Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global - ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform - and we're just getting started.
As a Senior Localization Operations Specialist on Smartling's Managed Services team, you'll own complex, larger-scale customer accounts and serve as an operational advisor to both clients and junior team members. This role blends hands-on execution with strategic thinking - you'll optimize workflows, lead escalation resolution, and help clients mature their localization programs, all while mentoring the next generation of Loc Ops Specialists. We are looking for a hire based on the US East Coast at this time.
You Will
- Own complex or high-volume customer accounts end-to-end - from process design through delivery and retrospective.
- Design and optimize localization processes to improve efficiency, scalability, and quality across diverse client accounts and operational environments.
- Lead escalation resolution with minimal oversight, driving issues to closure while maintaining clear, proactive communication with clients throughout the resolution process.
- Partner with customers and cross-functional teams to improve localization processes and support the scaling of their programs effectively.
- Proactively identify operational risks - including volume spikes and tooling gaps - and mitigate them before they impact delivery or quality.
- Mentor junior Localization Coordinators and Operations Specialists on process design, platform usage, and execution best practices.
You Have
- 3-5 years of experience in localization project management or operations, including ownership of complex accounts.
- Deep hands-on experience with Smartling or comparable enterprise translation management systems (TMS).
- Demonstrated ability to design, optimize, and govern localization processes at scale across complex, multi-account environments.
- Strong track record of managing escalations and navigating challenging customer conversations, providing advisory support, education, and guidance to drive successful resolution.
- Experience mentoring or coaching junior Localization Coordinators and Operations Specialists, with the ability to clearly explain complex concepts and provide effective training in a localization or operations context.
- Excellent written and verbal communication skills, with experience engaging senior client stakeholders.
- Solid understanding of localization industry trends, AI-enabled tooling, translation memory (TM) strategy, and localization frameworks.
Preferred but not required
- Working knowledge of file engineering fundamentals, scripting languages, and localization engineering concepts, including file formats, encoding standards, and placeholder/tag management.
- Experience supporting global, enterprise-tier clients with complex, multi-stream localization programs.
- Fluency or working proficiency in a second language
You Are
- Strategic. You think beyond immediate deliverables, considering how today’s decisions impact the client’s localization program at scale.
- Resilient. Escalations and ambiguity don’t destabilize your approach; you stay grounded and focus on driving resolution.
- Influential. You build trust across internal and external stakeholders through expertise, consistency, and dependable follow-through.
- Analytical. You leverage available data, tools, and AI insights to identify trends and inform clear, actionable recommendations.
- Mentorship-Minded. You actively invest time in developing less experienced team members, helping them build skills and grow their capabilities.
You Will Enjoy
- Freedom 🏡- we are remote-first
- Growth - an opportunity to learn and advance your career
- Wealth 💰 - we offer a competitive salary and 401(k) + company match
- Wellness - health insurance; free medical plan for you and your family
- Balance - flexible PTO + 11 holidays; generous parental leave
- Culture 🤝- an energetic, value-driven, and fun culture and team spirit
- Bonus - employee referral program and Apple equipment
Smartling is proud to be an equal-opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.
We use E-Verify platform for work authorization verification.
*To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction- and clutter-free) background.
Skills Required
- At least 2-3 years of experience in localization or translation project management
- Experience ideally within a managed services or agency environment
- Understanding of localization file formats and content types
- Experience with CAT or translation management system tooling
- Strong client management skills, including leading calls and handling difficult conversations
- Proficiency with project management and reporting tools such as Jira, Asana, Google Sheets, or Looker
- Experience coordinating cross-functional teams across engineering, QA, and vendor management
- Excellent organizational and time management skills
- Strong written and verbal communication skills
- Hands-on experience with Smartling or other TMS platforms such as Phrase, XTM, or MemoQ
- Experience supporting enterprise or SaaS clients in an operational or customer-facing role
- Fluency or working proficiency in a second language
- Interest in language, technology, or global content strategy
What the Team is Saying
What We Do
Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global — ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform — and we're just getting started.
Why Work With Us
One of our core values is to Take Care of Our People. Smartling is committed to each individual's professional and personal success. We offer convenient work-from-home option, health and well-being initiatives and career growth opportunities to give our employees the work-life balance needed to stay happy and productive!
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Employees work remotely.
Remote first.
