Manager, Customer Engineering

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enable global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

As a result, LILT’s AI technology foundation is similar to ChatGPT and Google Translate, before our patented Contextual AI Engine, connector-first approach, and human-adapted feedback.

Our team is located globally in San Francisco, Indianapolis, London, and Berlin with hubs located in Washington D.C., New York City, and Boston. You can learn more about us and what it’s like to work here on our Careers page!

This position is based out of the Washington D.C. metro area where you will start as fully remote and then transition to hybrid once an office is opened. Moderate travel to customer sites in the region is required.

Authorization to work in the U.S. is a precondition of employment.

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.

What You’ll Do

We're looking for an experienced Manager of Customer Engineering who loves working with the team to solve hard problems, managing complex projects, and interacting 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.

Key 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 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 vision effectively in front of the organization and customers. You lead your team to handle the localization engineering queue in a timely fashion.
  

Skills and Experience:

Localization engineering is niche, so if your experience is technically analogous, but not exact -- we will consider your application!

• At least 3+ years of experience in a support, customer or localization-engineering management role at a language services company. 

• At least 5+ years of total experience. 

• Technical experience in:

  • TMS system administration

  • Integrating to 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.

• 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.

Our Story

Our founders, Spence and John met at Google working on Google Translate.  As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company and left to start a new company to address this need – LILT. 

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits:

• Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays

• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability

• Paid parental leave is provided after 6 months.

• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practice