Marketplace Delivery Manager

Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise.

Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library.

More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world.

Smartcat’s vision is to realise a world where there is equal access to innovations and ideas.

Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term.

Mission:

Smartcat develops collaboration software that allows a multi-sided marketplace of brands, agencies, and freelance linguists to translate content. Smartcat’s automation technologies are implemented to remove tedious manual tasks, relieve customers from the day-to-day administrative burden associated with translation project management, and maximize cost and time savings by efficiently using our translation technology and our global network of professional translators. Your mission is to take on the tasks of onboarding customers to our marketplace model and technologies while overseeing and optimizing our lights off service delivery operations and intervening where necessary to ensure our SLAs for quality and on-time delivery are met.

Your specific outcomes are:

1. Contribute to marketplace utilization growth of 100% QoQ
2. Ensure less than an 8% annual churn rate on all marketplace accounts
3. Deliver full Marketplace onboarding and continuous improvement coverage as part of the Marketplace Delivery team
4. Leverage Smartcat’s automated technologies to achieve 90% workflow automation, intervening where necessary to ensure 100% delivery of our SLAs for quality and on-time delivery

Responsibilities:

• Work with Account Managers, Account Executives, Solutions Architects, and Support teams to onboard customers to Smartcat
• Ensure that Marketplace translations are delivered at the highest quality and on time, including sourcing the right suppliers for specific accounts to the Smartcat Marketplace
• Maintain open communication with Marketplace translators
• Oversee project progress
• Communicate with clients, as required, to perform onboarding tasks and ensure quality and on-time delivery

Requirements:

• 5+ years experience in a translation project management or localization management role. Certification in project management, such as PMP (Project Management Professional), is a plus.
• Strong knowledge and understanding of language and localization processes and tools
• Proficiency in project management methodologies, tools, and techniques
• Demonstrated experience in planning, organizing, and managing projects, including scope definition, resource allocation, risk management, and project tracking
• While not as technically focused as a developer or engineer, a Marketplace Delivery Manager should have a good understanding of technical concepts related to translation technologies. This includes familiarity with translation management systems (TMS), machine translation (MT), and other language-related tools and technologies.
• Fluent level English language skills (additional language skills are desirable)
• Solution-oriented and growth mindset and can-do attitude.
• Experience working with remote teams
• Excellent communication and stakeholder management skills to interact with colleagues, customers, and partners.
• Excellent attention to detail and desire to understand customer’s needs
• Experience working in a highly dynamic startup environment, where you can make big things happen by turning thoughts into action.
• Integrity and full commitment.
• Openness to constructive feedback and the opinions and ideas of others.
• Easy-going personality, high tolerance to cultural differences.

Why joining Smartcat might be your best move so far:

• Fully remote team
  We are a global team of 200+ enthusiastic people spread across 30 countries. We have been fully remote since 2020, with some locations populated with more Smartcatters than others, such as Boston, NYC, SF, the Bay Area, London, Lisbon, and Yerevan.
• Innovating the $50 Billion-old industry
  Smartcat’s innovative business model taps into this $50B language translation industry with a platform allowing enterprise end users to stop using traditional outsourcing and enjoy easy-to-use AI-powered SaaS that delivers immediate high-quality results at a fraction of the cost.
• High impact role enabling innovation and inclusion in organizations
  You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide.
• Join the rocketship to scale-up 10x and beyond together
  We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series B startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 150% YoY, thanks to our strong product-market fit and high-performing team.
• Smartcat Culture: Where Diversity Meets High PerformanceAt Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.