Apple Support Language Manager

Seoul, Seoul-si, Korea (Republic of)
Support and Service

Summary

Posted:
Role Number:200307561
Every single day, people do amazing things at Apple. What will you do? At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries! It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Localization team is looking for a Language Manager to manage a team of Language Leads. In this role, you will lead and support a Language team in managing AppleCare localized content quality to meet Apple standards and positively impact the customer experience, globally. You are expected to own, develop and manage meaningful quality performance metrics, partner with analytics teams and present the work to senior leadership. We are looking for someone who truly understands the meaning of teamwork. You will join a team who takes tremendous pride in working miracles and innovating to the greatest extent possible. This is only made possible through outstanding and unparalleled teamwork. We leave our egos at the door. We understand that actively supporting each other and our partners is the surest path to consistent and outstanding localization deliverables. You will graciously teach. You will graciously learn. You will be part of a truly amazing team.

Key Qualifications

  • Minimum 3+ years of people management experience or leadership roles within teams; Experience leading translators, LQA testers or localizers; Minimum 8+ years experience in a localization, localization quality or language management role.
  • Localization leadership experience: experience managing localization processes to deliver on localization- related projects to clients through innovation and continuous improvement
  • Top-notch analytical skills; managed or closely partnered with analytics and data science teams.
  • Deep understanding and passion for Customer Experience
  • Communication: demonstrated experience in evangelizing, influencing and presenting localization best practices and processes across all levels of the organization including senior leadership, capable to influence cross-functional teams including content developers and owners.
  • Solid track record of delivering a truly geo-optimized localization experience to global customers. This includes customer-facing content for websites, web apps, mobile apps, and multimedia.
  • Own and develop localization quality data and metrics, bring them into context for business partners. Measure operational excellence and localization business performance; ability to effectively present the work to senior leadership
  • Strong vendor management & performance management experience
  • Experience with localization tools and translation management systems (WorldServer, Trados, etc.), MT systems and Localization automation systems
  • Native-level English fluency (spoken and written) is required; Proficiency in languages other than English is a plus.

Description

Manage a team of Language Leads responsible for the localization quality of AppleCare content for our priority markets while ensuring that Language Leads across regions work together as a cohesive team. Own, develop, implement and refine meaningful KPIs via the collaboration with cross-functional teams; Present localization quality performance during Business Reviews. Be an internal advocate for the global customers experience; Evangelize how localization can influence the customer experience. Develop strong partnerships with teams and partners in geo to ensure close collaboration. Look for opportunities to make a difference in global customer experience. Work closely with the Content, Testing and Localization teams to improve upon existing quality standards. Partner with cross-functional teams to influence the next generation of Machine Learning technology and processes for AppleCare localization as well as various AppleCare products. Partner with AppleCare product teams to strengthen NLP in non-English and non-Chinese languages and for better customer search experience with improved SEO results. Provide mentorship, guidance and career development to team members. Challenge Language Leads to always dig deeper. Work closely with LPM teams to balance production efficiency and quality management.

Education & Experience

BA or MA in an area related to Localization is preferred or equivalent related work experience

Additional Requirements

  • This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, annual leave, employee discounts, and dedicated resources to support your ongoing growth and career development. Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.