Operations Director

Location: Shibuya, Tokyo, Japan

Department: Operations

Type: Full Time

Min. Experience: Experienced

About Gengo, a Lionbridge Company

We're Gengo, a Lionbridge company. We run a global people-powered technology platform providing translation and AI training-data services to global businesses. Founded in 2008, Gengo has translated more than one billion words for 65,000+ customers with our crowd of 21,000+ people from 140+ countries. Gengo's professional human-powered platform brings a huge leap in efficiency, scale, and speed to the translation and AI training-data markets. Our customers include some of the biggest tech companies and brands in the world such as Google, Facebook, Microsoft, TripAdvisor, New York Times, Rakuten, Alibaba and more. As part of the Lionbridge family, we are breaking barriers and building bridges all over the world with offices in more than 27 countries.


Join us for a rare chance to help the world to communicate freely as part of a team with startup culture and the resources of a global giant.


About the role

As the Operations Director, you will be a core member of the Tokyo office. You will be responsible for leading a group of managers and staff in Tokyo, Manila, and elsewhere around the globe tasked with platform operations and project delivery for our customers. You will be responsible for setting and hitting KPI’s with your team related to our crowd management platform, customer project delivery, and more. You will hire, expand, and provide mentorship and strategic thinking to your team. You should feel confident moving smoothly within the day between spreadsheets, team presentations, staff 1:1’s and standups, goal setting, project tracking, and adapting to the unexpected. 

The role requires excellent communication skills and the ability to work smoothly with a diverse and talented team from around the world. You will need to empathize with and respond to customers' needs, bring creative “outside the box” problem-solving skills, and a high level of comfort working in a rapidly-changing global team environment. Your focus should be not only getting an excellent job done, but doing so efficiently with an attractive margin profile. You also must be comfortable with technology and using spreadsheets, BI tools, project management tools, proprietary web-based software, and generally working with software engineers to get things done.

You and your team have the following resources available to you:

  • Dedicated resources within the Gengo engineering team to develop new tools as needed.
  • Custom-built tools optimized for complex file handling, project scheduling, translator task assignment, and project tracking.
  • Lionbridge’s 1MM+ crowd and numerous tool sets and operations teams. 
  • Gengo’s world class crowd translation and AI platforms with over 22,000 qualified contributors.


Key Responsibilities

  • Hiring, mentoring, and managing others in Tokyo, Manila, and elsewhere around the globe with a genuine desire to always elevate your team members to become great, well-rounded professionals equipped with the soft and hard skills necessary to maintain, grow and expand our business.
  • Track team performance against measurable goals with relevant and data-driven KPIs related to platform health (e.g. job turnaround times, crowd capacity, contributor acquisition cost, etc.) and project delivery (e.g. on time, on budget, etc.).
  • Work “hands on” alongside your team across all areas you are responsible for (e.g. customer project management, interviewing new staff, speaking with customers, and more).
  • Strong participation with other leaders in setting overall company/division strategy and driving “kaizen” with our operational and general business practices.
  • Set and ensure compliance with customer project timeline, quality, and budget requirements. 
  • Work with your software product management and engineering counterparts to develop new technology to automate tasks performed manually or inefficiently within your team.


Required Experience/Skills

  • 5+ years of experience as a leader/manager in an operations environment with team sizes of 10 people or more
  • 5+ years with direct customer experience
  • Crowd platforms, translation, machine learning data, or similar fields is a massive plus.
  • Managing project costs and project profitability documentation, team budgets, and comfort create lightweight financial models
  • Working with a global and diverse work environment
  • Hands on technical experience using project management tools, custom scripting, proprietary and off-the-shelf web applications/SaaS tools, etc.
  • Great communication skills in English, both written and verbal
  • Japanese language skills are a plus but not required
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