Manager, Language and Editing Services

HighPoint’s professionals focus on helping government agencies and companies implement their most critically strategic initiatives. The role of the Language and Editing Services Manager contributes to HighPoint by managing the teams responsible for translating and editing products that meet quality standards, including style guide requirements and proper grammar and punctuation requirements in both Spanish and English. The Language and Editing Services Manager plans, evaluates, and improves the efficiency of business processes and procedures to ensure high quality products, improve operational efficiency, expand team productivity, and keep positive team morale. The Language and Editing Services Manager ensures products are culturally diverse to reach minority populations, as well ensuring all communications are written in plain language in both Spanish and English to help customers digest complex medical, insurance, and legal terminology. Additionally, the Language and Editing Services Manager serves as a Career Manager along the Media Development Manager to ensure the team of Media Developers and 508 Compliance are functioning well.

KNOWLEDGE AND SKILLS REQUIREMENTS:

• Work closely with direct reports, other teams, and leadership to ensure all HighPoint products align with established, proper style guide rules in both Spanish and English and complete all critical production activities prior to delivery.

• Drive and/or contribute to the creation and maintenance of team processes, procedures, and systems to ensure the highest levels of quality, consistency, compliance, and customer satisfaction.

• Look for and recommend opportunities for process improvements and efficiencies.

• Lead and oversee projects within the Shared Services department, including cross-discipline and cross-departmental projects.

• Responsible for the maintenance of the CTC Style Guide through continual collaboration with Medicare and Marketplace, Content and Training teams, and the client

• Manage client communications related to the CTC Style Guide.

• Provide expertise on plain language to the client (all government documents are required to be in plain language), both in editing practice in Spanish and English as well as educating other team members internally.

• Create a team of editors and translators who actively monitor, investigate, and collaborate about trends and best practices within the editing and translation industries to establish proper grammar and style rules.

• Monitor and evaluate the performance of direct reports and deliver consistent, prompt coaching.

• Proactively collaborate with team members to find career development and professional growth opportunities for direct reports, including facilitation of departmental onboarding tasks, ongoing team training needs, and individual growth plans.

• Function as first point of contact to team on questions and escalation issues.

• Ensure that all direct reports are performing within the established company policies and standards.

• Provide feedback and escalate persistent performance issues regarding direct reports to leadership.

• Develop and deliver reports including but not limited to departmental performance, department resource leveling and capacity, and team quality.

• Manage departmental communications within the department as well as to other CTC teams, external and internal clients, and contract stakeholders.

• Closely monitor workloads across multiple channels to ensure that all deadlines are met.

• Partner with Human Resources to recruit, hire, and onboard new team associates.

• Manage the onboarding of new hires, including the onboarding plan, tasks, and shadowing.

  JOB RESPONSIBILITIES:

• Fully literate in Spanish and English.

• Call center operations and Next Generation Desktop (NGD) knowledge preferred.

• Ability to effectively manage multiple priorities.

• Strong analytical and communication skills which establish a clear link to financial results and operational performance drivers.

• Ability to drive team to and personally adhere to deadlines.

• Ability to interact with all levels of organizational personnel and project teams as well as senior leadership.

• Ability to draft routine reports and correspondence.

• Ability to speak effectively before groups as well as via email and telephone.

• Ability to work within established timeframes and frequently changing deadlines.

• Ability to apply common sense to carry out instructions furnished in written, oral, or diagram forms.

  EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS:

• Bachelor's degree from a 4-year college or university and at least 5 to 7 years related experience in operations, technical writing, and/or training; or associate’s degree and 8 to 10 years related experience.