Location: Remote

Schedule: Monday–Friday, 9:00 AM–5:00 PM Eastern Time

Reports to: CEO

Team: Coordination / Operations

About the Role

The Operations Manager is responsible for overseeing the day-to-day delivery of the company's service lines, with interpreting representing the majority of the business and translation, document services, and event support making up the remainder.

This role owns operational execution from assignment coverage through final delivery. You will ensure assignments are properly staffed, service commitments are met, and operational issues are resolved before they impact the client.

Reporting directly to the CEO, you will lead the coordination team and serve as the primary operational decision-maker for escalations, complex projects, key accounts, and situations that fall outside the standard workflow.

The idóneo candidate is a hands-on operations leader who is comfortable making decisions with incomplete information, managing competing priorities, and creating processes that prevent recurring issues.

Key Responsibilities

Operations & Service Delivery

Oversee daily delivery across interpreting, translation, document services, and event support.

Manage coverage and scheduling for interpreting assignments across all modalities, including onsite, over-the-phone, and video remote interpreting.

Oversee linguist assignment, deadlines, and delivery requirements for translation and document projects.

Supervise the coordination team responsible for managing daily operational volume.

Monitor service commitments and proactively identify potential delivery risks.





Resolve operational issues before they escalate to clients.

Escalation & Problem Resolution

Serve as the primary escalation point for clients and linguists regarding:

Complaints and service concerns

No-shows and late cancellations

Last-minute changes to modality or location

Coverage gaps, including rare-language requests

Quality concerns

Client escalations

Make timely decisions regarding the appropriate resolution and communicate those decisions clearly to all relevant parties.

Identify root causes and implement corrective actions to prevent recurring issues.

Key Accounts & Complex Projects

Act as the operational owner for key accounts and projects that are high-profile, sensitive, or operationally complex.

Determine the appropriate delivery approach, staffing model, and resources required.

Coordinate internal teams, linguists, and other resources to ensure successful delivery.

Maintain accountability for the operational outcome from planning through completion.

Quotes & Commercial Review

Conduct a second-level review of high-value and non-standard quotes before they are presented to clients.

Validate:

Staffing structure

Service modality

Minimum billable time





Travel requirements

Rush requirements

Resource and delivery costs

Identify and flag quotes that do not adequately support operational feasibility or expected margins.

Linguist Network Management

Own the operational health of the linguist network.

Oversee linguist onboarding and credential verification.

Coordinate linguist rates and address performance-related issues.

Ensure linguist profiles, credentials, availability, and other relevant information remain accurate in internal systems.

Identify network gaps and proactively develop solutions to improve coverage.

New Contracts & Client Implementation

Lead the operational setup of newly awarded contracts.

Define the staffing model, service levels, reporting requirements, and delivery processes.

Support client onboarding and ensure operational readiness before service launch.

Establish workflows that allow new accounts to transition smoothly into ongoing operations.

Billing & Data Verification

Verify delivery data against billing for designated accounts.

Work closely with the Finance Lead to identify and resolve discrepancies.

Ensure operational records accurately reflect services delivered.

Team Leadership

Supervise, coach, and develop the coordination team.

Establish clear expectations, workflows, and accountability standards.

Monitor team performance and identify opportunities for process improvement.

Support team members in resolving complex operational situations and developing sound decision-making skills.

📌 Operations Manager (La Trinitaria)
🏢 TBO
📍 La Trinitaria