Director, Global Quality & Talent

Company: LILT AI
Location: Boston
Posted on: April 17, 2025

Job Description:

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• Check out .About UsLILT is the leading AI solution for enterprise translation. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.The Production Team at LILTThe LILT Production Team is at the forefront of delivering high quality, AI-supported large-scale enterprise localization programs for some of the world's largest organizations. We work directly with our users and customers to tailor solutions and programs, to deliver scalable, intuitive, and high-performing solutions that facilitate seamless multilingual communication for businesses worldwide.Working in LILT's Production Team you will have access to leading tools, collaborative teammates, and opportunities to make a real impact.Where You'll WorkThis position is based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.Authorization to work in the U.S. is a precondition of employment.What You'll DoLILT is seeking a highly motivated and experienced Director of Global Talent and Quality to spearhead the evolution of our quality assurance processes and the strategic growth of our global talent initiatives. As a pivotal member of the LILT Production leadership team, you will be instrumental in implementing LILT's transformative quality strategy, a framework deeply rooted in AI and data-driven methodologies.Your core responsibility will be to ensure the consistent delivery of high-quality language services, encompassing both human and AI-generated content, while championing a culture of continuous improvement across all facets of our operations. This role demands the provision of crucial support, tools, and knowledge necessary to scale our quality measures effectively in tandem with company growth and overarching business objectives. Your remit will include shaping program quality design, particularly within our onboarding processes; directing recurring and proactive quality audits conducted by the team; and overseeing the strategic management of retained linguistic resources for key languages.Recognizing LILT's thriving worldwide linguist community, who leverage our AI platform for accelerated and more accurate translation, your role is vital in strategically scaling LILT's global talent base. You will be tasked with ensuring we have access to the most proficient language professionals to underpin our ambitious expansion plans. Furthermore, you will be accountable for the development and implementation of innovative talent strategies aimed at guaranteeing the superior quality of our services and ensuring the availability of sufficient resources to fuel our continued growth and success. This will necessitate close collaboration with cross-functional teams to drive our talent management initiatives and ensure their seamless alignment with our overarching business goals and strategic objectives.Key Responsibilities:Quality:
  • Develop and Implement Quality Strategy: Design and execute a comprehensive quality assurance framework encompassing all stages of the language service lifecycle, from project initiation to final delivery, and beyond.
  • Quality Scoring & Measurement: Establish and maintain robust quality scoring methodologies and metrics, including but not limited to MQM and other relevant frameworks.
  • Human & Machine Translation Quality: Develop and implement specific quality assurance processes for both human and AI translation outputs, including post-editing quality assessment.
  • Data-Driven Analysis: Utilize data analytics to identify quality trends, pinpoint areas for improvement, and drive informed decision-making.
  • Process Optimization: Continuously evaluate and optimize existing quality processes, workflows, and tools to enhance efficiency and effectiveness.
  • Team Leadership & Training: Lead, mentor, and develop a team of quality assurance professionals. Provide training and guidance on quality standards, methodologies, and best practices.
  • Customer Collaboration: Work closely with customers to understand their specific quality requirements and ensure consistent delivery of exceptional service.
  • Regulatory Compliance: Develop and maintain quality systems that meet the requirements of regulated industries, such as medical, legal, or financial.
  • Technology Integration: Stay abreast of the latest advancements in Artificial Intelligence and LLMs, language technology and quality assurance tools, and integrate them into our processes as appropriate.
  • Vendor Management: Establish and monitor quality standards for external language professionals and vendors.
  • ISO Certification Management: Oversee and maintain compliance with relevant ISO certifications (e.g., ISO 17100, ISO 9001, ISO 18587, ISO 13485), including internal and external audits, documentation management, and continuous improvement initiatives.
  • Understand corporate goals, align and lead their team in activities to meet them.
  • Design and maintain the framework for measuring customer success to the customer's desired service quality standards. Ensure there is a reliable system in place for tracking results. Enforce this with direct reports, including middle managers, with extreme rigor.
  • Proactively address performance shortfalls (SLAs, KPIs, Revenue, Margin) with the business, including the executive team, using RCA and CAPA. Takes extreme ownership of driving resolutions to improve execution to desired standards / goals.
  • Challenge the status quo and take bold steps to address unresolved or lagging performance issues in a timely manner.Talent & Community:Talent Acquisition & Management:
    • Scale comprehensive talent acquisition strategies to source, attract, and onboard worldwide linguists.
    • Lead the end-to-end recruitment process, including sourcing, testing, screening, interviewing, and onboarding.
    • Build a robust talent pipeline to support LILT's growth, including specialist sourcing for rare languages, multimedia localization, and regulated industries.
    • Manage a global vendor management program, ensuring compliance and quality standards.
    • Negotiate contracts and manage relationships with freelance linguists and vendor partners.
    • Actively monitor and evaluate vendor performance, both human and AI translation outputs.
    • Partner with LILT's Product and Research teams to develop and drive pioneering initiatives.Community Building & Engagement:
      • Cultivate and nurture a vibrant and engaged community of language professionals.
      • Execute community engagement initiatives, including online forums, webinars, workshops, and networking events.
      • Foster a culture of collaboration, knowledge sharing, and continuous learning.
      • Act as a liaison between the company and the linguist community, representing the company's values and mission.
      • Manage community feedback and address concerns promptly and effectively.Data-Driven Performance & Optimization:
        • Utilize data analytics to track and measure talent acquisition and community engagement metrics.
        • Identify trends and insights to optimize talent acquisition and vendor management processes.
        • Implement data-driven strategies to improve vendor performance and quality.
        • Provide regular reports and updates to senior management on talent and community performance.
        • Develop and manage budgets related to quality and talent management. Seek out new strategies and initiatives to optimise cost to produce.
        • Drive the execution of cost control initiatives; assemble team(s) of appropriate stakeholders, and effectively manage their contributions to achieve timely progress on goals and overall delivery and results.Language Industry Expertise & Best Practices:
          • A leader in emerging technologies in the language services sector.
          • Apply deep knowledge of the language industry to inform talent acquisition and community engagement strategies.
          • Maintain strong connections within the linguist community and industry associations.
          • Bought into and achieve buy-in from their team on cross functional initiatives that are aligned to corporate goals; drive the implementation of such cross-functional initiatives with manager level and above.
          • Build and fully understand the budget governing their function and make informed decisions on staffing, headcount and costs within budget constraints.
          • Work closely with LILT's Quality function on Linguist performance management (OTD, QRMs, error rates).
          • Attend virtual and in-person meetings where location permits.
          • Use software systems and AI tools.Skills & Experience
            • Bachelor's degree in Linguistics, Translation Studies, Languages, Business Administration, or a related field (Master's preferred).
            • Minimum of 7 years of experience in quality assurance and/or talent acquisition and vendor management within the language services industry.
            • Proven expertise in quality scoring methodologies and approaches.
            • Strong understanding of both human and machine translation workflows and quality assessment.
            • Demonstrated ability to develop and implement data-driven quality improvement initiatives and talent acquisition/training programs.
            • Excellent analytical, problem-solving, communication, interpersonal, and negotiation skills.
            • Experience leading and managing a team of quality assurance professionals.
            • Proficiency in using CAT tools and quality assurance software, as well as vendor management systems and talent acquisition platforms.
            • Strong understanding of industry best practices and standards (ISO 17100, etc.) and quality management principles (including ISO 9001); demonstrated experience with managing and maintaining ISO 9001 and ISO 17100.
            • Highly Preferred: Experience in language quality for regulated industries (medical, legal, financial).
            • Solid organizational skills including meticulous attention to detail and multitasking skills.
            • Ability to meet deadlines and work under pressure.
            • Proven ability to implement project management best practices and methodologies.
            • Experience managing project budgets and resources.
            • Detail-oriented and results-driven.
            • Proactive and adaptable in a fast-paced environment.
            • Passion for quality and continuous improvement.
            • Ability to work effectively both independently and as part of a team.
            • Fluency in English required.
            • Proven track record of scaling a global vendor base and managing vendor performance.
            • Extensive experience in specialized sourcing, including rare languages, multimedia, and regulated industries.
            • Established network of connections within the linguist community.
            • Ability to manage multiple projects and priorities in a fast-paced environment.
            • Preferred Qualifications:
              • Experience working with AI-driven language technologies.
              • Fluency in additional languages.
              • Experience with remote team management.Our StoryOur founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn't used for enterprise products and services inside the company and left to start a new company to address this need - LILT.At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn't meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.Benefits:
                • Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays.
                • Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, and more. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability.
                • Paid parental leave is provided after 6 months.
                • Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle.Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at . LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's 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.
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Keywords: LILT AI, Concord , Director, Global Quality & Talent, Executive , Boston, New Hampshire