SummaryDescription
Purpose of Role:The Language Partnership Manager is responsible for the day-to-day management and operational coordination of Equiti's language service partner relationships. This role serves as the primary working-level liaison between language partners and internal teams, ensuring partner performance, capacity, service delivery, and operational issues are effectively managed.
Working closely with the Director of Language Partnerships, Language Operations, Workforce Management, Quality, Finance, and other internal stakeholders, the Language Partnership Manager monitors partner performance against established expectations, coordinates operational needs, resolves routine partner issues, maintains accurate partner information, and escalates material performance, commercial, or relationship concerns as appropriate.
The role supports execution of Equiti's broader language partner strategy while building productive relationships with partners and ensuring reliable, cost-effective service delivery.
Essential Responsibilities:Partner Relationship Management- Serve as the primary day-to-day contact for assigned language partner organizations.
- Build productive working relationships with partner representatives and maintain regular communication regarding operational needs, performance, and service delivery.
- Coordinate resolution of routine partner issues and escalate significant performance, relationship, contractual, or commercial concerns to the Director, Language Partnerships.
- Facilitate regular partner meetings and support Monthly and Quarterly Business Reviews.
- Partner Performance & Governance
- Monitor partner performance against established KPIs, SLAs, quality measures, responsiveness standards, and other defined expectations.
- Maintain partner scorecards, performance records, action plans, and other governance documentation.
- Identify performance trends, service gaps, and recurring issues and work with partners and internal stakeholders to develop corrective actions.
- Track commitments and follow through to ensure agreed-upon actions are completed.
- Coordinate with Quality regarding quality results and improvement requirements while maintaining clear accountability for partner relationship management.
Capacity & Workforce Coordination- Collaborate with Workforce Management to understand current and anticipated language capacity requirements.
- Communicate staffing and capacity needs to language partners and coordinate partner responses.
- Coordinate partner recruiting, onboarding, training waves, and readiness activities based on identified business needs.
- Identify potential capacity gaps and escalate risks to the Director, Language Partnerships and appropriate operational leaders.
Operational Coordination- Serve as the liaison between language partners and Equiti's internal operational teams.
- Coordinate resolution of scheduling, platform, access, service-delivery, and other operational issues affecting partner performance.
- Maintain working knowledge of the systems and platforms used to deliver Equiti language services.
- Support implementation of new partner processes, service requirements, and operational changes.
Data, Systems & Financial Administration- Maintain accurate partner and interpreter information within applicable systems, including Salesforce and other operational platforms.
- Review partner scheduling, utilization, adherence, and related data for accuracy and operational follow-up.
- Support validation and reconciliation of partner service data used for invoicing and payment.
- Monitor partner utilization and performance data and identify potential cost, productivity, or service-delivery concerns.
- Provide reporting and analysis to support partner reviews and management decisions.
Partner Lifecycle Support- Support the Director in sourcing and evaluating prospective language partners.
- Coordinate operational onboarding and implementation of new partners.
- Maintain required partner documentation and records.
- Support partner corrective action, renewal, transition, and offboarding activities.
- Identify opportunities to improve partner processes, performance, and collaboration.
Knowledge, Skills and Abilities:- Bachelor's degree in Business Administration, Operations, Supply Chain, Language Services, Healthcare Administration, or related field preferred; equivalent relevant experience may be considered.
- 5+ years of relevant experience in vendor/partner management, language services, operations, workforce management, BPO/contact center operations, or a related service environment.
- Experience managing external vendor or business-partner relationships strongly preferred.
- Experience working with performance metrics, SLAs, KPIs, scorecards, or operational reporting.
- Language services or interpreting-industry experience preferred.
- Experience with Salesforce or similar CRM/operational systems preferred.
- Working knowledge of language-service operations and interpreter-service delivery.
- Understanding of partner/vendor relationship management and performance governance.
- Familiarity with interpreter professional standards, including applicable codes of ethics and standards of practice.
- Understanding of workforce capacity, scheduling, utilization, and service-level concepts.
- Strong relationship-management and communication skills.
- Ability to resolve problems collaboratively across organizational boundaries.
- Strong analytical skills and ability to interpret operational and performance data.
- Strong organizational skills with attention to detail and follow-through.
- Ability to manage multiple priorities in a fast-paced environment.
- Sound judgment regarding when to resolve issues independently and when escalation is appropriate.
- Ability to collaborate effectively across Language Operations, Quality, Workforce Management, Finance, and other functions.
Relevant Working Conditions/Physical Demands:- Sitting/Stationary: Often requires sitting at a desk and looking at a computer screen for 70% - 90% of the workday.
- Fine Finger Dexterity: High use of keyboards, computer mice, and standard office equipment.
- Lifting/Moving: Minimal physical exertion; occasionally required to lift or carry office supplies, files, or packages weighing up to 30 lbs
- Mobility: Intermittent standing, walking, and bending or stooping to retrieve files.
