Senior Operations Specialist Localisation

The Localization Project Management team is part of the Scaled Content organization in the Marketplace BU. We are an essential part of the wider Localization Program Office team, ensuring that localization projects are carried out according to industry best practices and SLAs with all stakeholders, as well as supporting planning and implementation of strategic localization initiatives.

Role Overview

The Senior Operations Specialist is responsible for ensuring optimal delivery of localisation services and solutions for Booking.com and other Booking Holdings companies. They will use their in-depth knowledge of translation and localisation of content to ensure clients' requirements are met - asking critical questions to inform project briefs and ensure best in class localisation support to the business.

They may need to support stakeholders at defining the project and guide them through our localisation service capabilities to identify requirements or even tailor solutions to their needs. With a statement of work in place, they will define and own how we deliver on services - using in-house resources and external suppliers - working with the wider Localization Program Office team and third parties to inform decisions and realize goals.

The Senior Operations Specialist also drives stakeholder-facing process optimisation and service excellence, supporting our SLAs for cost, quality and speed - informing tool improvements, tracking progress, recording data and holding people accountable for final delivery.

Key Job Responsibilities and Duties

• Scoping and planning localisation projects and initiatives for the business, creating project documentation and timelines in line with PM leading practices.
• Assessing content readiness for localisation
• Managing and coordinating the completion of all localisation projects, effectively ensuring the delivery of localisation services in line with planned timelines and budget, making use of leading project management tooling and best practices.
• Monitoring service health through SLAs
• Managing budget for their projects
• Tracking and reporting on project status, keeping contacts informed and escalating any delivery-critical issues to resolution
• Maintaining service documentation and files
• Being first line of contact for stakeholders throughout the business and vendors
• Advising stakeholders, defining briefs and participating in other activities related to consultation
• Staying on top of the industry trends to ensure world-class service level
• Identifying innovation opportunities: technical, process or service, and working with cross-functional teams to implement those for your projects and stakeholders.
• Managing and mitigating project risks and dependencies and resolution of issues to minimize negative stakeholder experience. Applying root cause analysis of issues to develop and implement practical and timely solutions, either directly or through others.
• Overseeing creation of content prototypes, suggesting processes and informing quality measures.

• Level of Education: Bachelor degree
• Years of relevant Job Knowledge: Broad Job Knowledge (3 - 5 years)
• Experience working with any standard Translation Management System (SDL, Phrase, XTM, etc) as a project manager
• Deep understanding of standard localization project requirements (SLAs, source/target files, reference files, etc) and how to apply them in different projects
• Experience consulting with localization buyers (or stakeholders requesting such services) to understand and define/refine requirements
• (Experience with different localization workflows (human translation, machine translation with post-editing, etc) is helpful)