Senior Manager, Customer Engineering

LILT • Indianapolis, IN

1d

About The Position

AI is changing how the world communicates — and LILT is leading that transformation.
We're on a mission to make the world's information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.
At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues—Work together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1—guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI.
The Operations Team at LILT
LILT’s operations team is a global workforce, operating across four continents. We are passionate about technology, localization, and making information accessible to all. The Team spans program and project management, support engineering, localization engineering, and IT, working with some of the world’s largest organizations.
Working in LILT’s Operations Team, you will have access to leading tools, collaborative teammates, and opportunities to make a real impact.
We're looking for an experienced Manager of Customer Engineering who loves working with the team to solve hard problems, manage complex projects, and interact with a variety of stakeholders. This position is for someone who has strong technical aptitude, extensive customer-facing experience, proven experience managing a team to high performance and business results, and the ability to manage multiple customers and projects.
Localization Engineers are tasked with solving technical problems related to LILT’s connector stack, file filters, the Okapi Framework, and customer pre- and post-processing. You will also prepare files to assist with prospective customer quotes and support our Production teams with technology-enabled workflow and integration tools used to produce our overall deliverables.

Requirements

• At least 3+ years of experience in a support, customer, or localization-engineering management role at a language services company.
• At least 8+ years of total experience.
• Technical experience in:
• TMS system administration
• Integrating with CMS systems for multilingual content workflows
• CAT tool functionality
• Experience with the Okapi framework
• Proven ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
• Experience in delivering customer-focused solutions.
• Experience working with a complex services-oriented solution.
• A passion for technical and solution-based problem-solving.
• An analytical approach to intelligence gathering and project planning.
• Outstanding verbal and written communication skills; ability to interact easily with end users and technical administrators.
• Keen attention to detail and adherence to deadlines.
• Deeply curious -- this person is not afraid to ask hard questions.
• Strong desire to learn in a rapidly growing and dynamic startup environment.
• Self-motivated and inspired by a results-driven environment.
• Lilt requires a Bachelor’s Degree or equivalent in Computer Science, Electrical Engineering, or related fields for the Sr. Manager, Customer Engineering position

Responsibilities

• Outcomes - Own your team’s SLAs and KPIs and iterate to great business outcomes. You favor speed. Regularly report on progress and make proactive business cases to improve the situation.
• People - You are an effective manager. You are able to provide your employees with leverage through your interactions. You coach people to grow and achieve their aspirations, including developing them professionally within and beyond the role of Localization Engineer.
• Processes - You are constantly evolving our localization engineering processes to bring a competitive advantage to Lilt. You ensure the feedback loop from customer to engineering team is short and impactful.
• Impact - You collaborate with employees across the company to be the point-of-contact for your team. You present the localization engineering team's vision effectively in front of the organization and customers. You lead your team to handle the localization engineering queue in a timely fashion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level