Operations Squad Lead

Squad Lead

The Squad Lead is responsible for delivering services and solutions to Welocalize customers. The Squad Lead manages or directs a team (i.e., squad) comprised of different cross functional roles to work with clients and understand their requirements, engage the global team in the fulfilment of those requirements, and craft and deliver client solutions. These solutions are based on the Welocalize Four Pillars of Customer Service, Quality, Innovation and Global Teamwork. The Squad Lead acts as the spokesman and facilitator of the Squad and is accountable for achieving assigned Objectives and Key Results (OKRs).

Main Duties :

• In concert with Operations leadership, define quarterly Squad OKRs in alignment with the company OKRs.
• Define cross functional squad roles and responsibilities based on achieving OKR results.
• Measure and report OKR result progress on a weekly basis; proactively identify actions and opportunities to achieve and exceed objectives.
• Responsible for performance management (supervision, coaching, career development, and people activities such as time off and expense approval) of direct reports.
• Design, implement, and deliver client solutions / programs.
• Monitor financial and operational metrics (KPIs). Implement and execute production process improvements resulting in increased customer satisfaction, operational leverage, project profitability, and resource productivity.
• Facilitate effective interaction and encourage synergies between the different roles within the same squad.
• Drive the adoption of existing and new production tools (e.g. Relay, PBI, WD) in compliance with defined processes and procedures.
• Oversee issue management : client escalations, CAPAs initiatives, vendor performance or internal escalations.
• Point of Escalation for Squad team members.
• With the squad team, manage and forecast team capacity. Determine when capacity must be increased or reduced based on financial and operational performance metrics.
• Responsible for training of new Squad team members.
• Conduct month end audits to confirm squad is compliant with accurate and timely client billing.

Key competencies :

Requirements :

Supervisory Responsibilities :

Other relevant skills :

Key competencies required for this role :