Operations Manager / Multilingual Interpreter

About the Role
We're hiring an Operations Manager / Multilingual Interpreter to oversee day-to-day service delivery for a growing language services company serving clients across the U.S. with a distributed, global team. You'll own the operational engine of the business — assignment fulfillment, team coordination, quality standards, and process discipline — while also being available to personally interpret sessions in your own language pair(s) when needed. This is a leadership role for someone who thrives on structure, solves problems before they escalate, and can manage people and process while still being a hands-on linguist.
What You'll Do
Operations Leadership
Oversee daily operations across scheduling, assignment fulfillment, and service delivery, ensuring coverage targets are consistently met.
Lead and support Team Coordinators and Interpreter Managers, setting priorities and resolving escalations.
Own and enforce standard operating procedures (SOPs) across departments, ensuring consistent execution at every level.
Apply a structured assignment-confirmation protocol (e.g., a 72-hour advance-confirmation window) to minimize last-minute gaps.
Run a structured issue-response protocol for in-session problems, cancellations, and client escalations, ensuring timely resolution.
Apply a plan → do → check → succeed review cycle to monitor team and process performance on a recurring basis.
Quality & Client Success
Monitor service quality using standardized quality-monitoring reports, and drive corrective action where standards slip.
Partner with Client Success to support key accounts, addressing operational needs proactively.
Track team and process performance against KPIs, reporting trends and risks to leadership.
Maintain accurate operational records — staffing rosters, certifications, and assignment history — for audit readiness.
Identify recurring operational bottlenecks and lead process improvements to resolve them.
Interpreting
Provide accurate, professional interpretation (consecutive and/or simultaneous) in your language pair(s) when called on to support coverage gaps or key assignments.
Model the quality and professionalism standards you expect your team to uphold, following industry code of ethics and confidentiality standards.
Who You Are
Bachelor's degree required (any field).
3+ years of experience in operations management, ideally in staffing, language services, healthcare, or another scheduling-intensive, client-facing industry.
Proven experience as a professional interpreter, fluent in English and at least one additional language at a professional interpreting standard.
C2 (proficient/mastery) level English, across speaking, reading, and listening — this role requires clear, precise communication with U.S.-based clients and staff.
Before applying, please test your English level using the free EF SET English Test and include your score/certificate with your application.
Resume demonstrating proven, relevant experience, plus professional references who can confirm your work.
Reliable home office setup: a computer, one to two additional monitors, a quiet working environment, and a stable, dependable internet connection.
Trustworthy and self-directed — able to work independently and reliably with minimal supervision, as well as collaboratively when needed.
Energetic and engaged, bringing genuine knowledge and judgment to the business rather than just following instructions.
Disciplined about applying SOPs and documented processes consistently, without cutting corners.
Demonstrated ability to lead and develop a team, including setting expectations and giving constructive feedback.
Proven experience leading a team of 5 or more staff, with the ability to delegate, set clear expectations, and hold people accountable.
Comfortable leading and actively participating in meetings in English with partners, clients, and leadership.
Strong organizational and analytical skills — comfortable working with KPI data to guide decisions.
Proficient with Google Workspace (Gmail, Docs, Sheets, Drive, Calendar) for daily operational work and team collaboration.
Skilled at leveraging AI tools to streamline operations, reporting, and day-to-day productivity.
Nice to Have
Experience managing multi-state or multi-region service operations.
Experience with minority/women-owned business certifications (MWBE/WBE/MBE) or public-sector and federal contract compliance.
Experience supporting a staffing, interpreting, translation, or other credential-heavy service industry.
Familiarity with scheduling/dispatch platforms or operations software.
Key Performance Indicators
KPI Target Frequency
Overall assignment fill rate (confirmed coverage before session start) ≥ 98% Weekly
On-time confirmations across all teams ≥ 95% Weekly
No-show / late cancellation rate, company-wide < 2% Monthly
Average client quality score across all sessions ≥ 4.5 / 5 Monthly
Escalations resolved within defined response timelines 100% Monthly
SOP adherence across all operational functions 100% Ongoing
Staffing gaps resolved within same business day ≥ 95% Weekly
Team performance reviews completed on schedule ≥ 95% Quarterly
Average client quality score for own interpreting sessions ≥ 4.5 / 5 Monthly
Key Skills
Operations & process management — running scheduling, fulfillment, and quality systems reliably at scale, and enforcing SOPs consistently across teams.
Team leadership — setting priorities, resolving escalations, and coaching coordinators/managers to hit performance targets.
Data-driven problem-solving — reading KPI trends, spotting bottlenecks early, and driving corrective action before issues reach clients.
Multilingual interpreting — accurate, professional interpretation in your language pair(s), maintaining the same quality standard you hold your team to.

Location: Remote - Anywhere

Skills required for this job:

• Artificial intelligence tools
• Customer success
• Dispatch scheduling
• Federal compliance
• Google Workspace
• KPI analysis
• Language interpretation
• Multi-Location Management
• Operations management
• Quality management
• Standard operating procedures (SOP)
• Team leadership