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.