Director Vendor Management

Lango is a technology-enabled language management platform with one simple mission: to unify the entire language service workflow in one place. We build connections across languages and cultures to enable people to live their best lives.

Lango is growing rapidly both organically and through acquisitions using our massive enterprise-grade data set to develop industry-transforming AI technology. We currently serve over 4,500 customers across the United States with a focus on specialized, regulated sectors such as healthcare, education, government, and legal. Our Lango Platform of 1500 interpreters connects customers with in-person, virtual, phone, and AI interpreting and translation services spanning 200 languages including American Sign Language.

Lango is a global company with offices in Austin and New York City as well as Europe and Latin America. We are backed by Mucker Capital.

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The Director of Vendor Management will oversee and lead vendor management operations and strategy for the recruitment, engagement, and retention of the 1500+ interpreters in our Lango Pros community and marketplace. In addition, this role will oversee the development of all core policies and business processes relating to vendor management while managing the Recruiting, Interpreter Relations, and Staff Interpreter teams.

The Director works closely with the Sales and Marketing, Customer Care, and Training teams to align recruitment and interpreter development with business objectives and client needs. This role is responsible for overseeing all vendor recruiting, performance, onboarding, compliance, engagement, retention, and continuous process improvement to ensure optimal service delivery and interpreter satisfaction. The primary focus is to ensure that Lango's interpreter workforce is growing and prepared to meet client demands while maintaining high standards of quality, compliance, and service.

Essential Duties
• Partner with the Leadership Team, Sales Leaders, and other managers across the organization to ensure strategies are aligned and processes flow efficiently.
• Coordinate efforts with the Revenue team to ensure revenue and staffing forecasts connect effectively with capacity plans developed by the Vendor Management team.
• Lead, manage, and mentor the Recruiting Manager and oversee the Interpreter Relations operations to ensure they meet team and organizational goals.
• Develop and implement vendor management strategies to optimize interpreter recruitment, retention, and utilization across staff and independent contractor interpreters.
• Collaborate with Business Development, Account Management, Customer Care, and other teams to forecast interpreter demand and ensure staffing and interpreter capacity meets the company’s growth and client needs.
• Drive the development of recruitment and retention plans to ensure a reliable and skilled interpreter workforce.
• Oversee the entire lifecycle of interpreter engagement, from recruitment and onboarding to ongoing compliance, training, and professional development.
• Ensure compliance with industry standards, regulatory requirements, and company policies in the recruitment and management of interpreters.
• Regularly analyze KPIs and metrics across interpreter recruitment, retention, and performance, and provide strategic recommendations to improve efficiency and quality.
• Foster long-term relationships with interpreters, promoting engagement, retention, and a high level of satisfaction.
• Ensure accurate and timely reporting of daily, weekly, and monthly recruitment, retention, and compliance data for audits and internal reviews.
• Lead process improvement initiatives, identifying opportunities to streamline operations and enhance interpreter and vendor management processes.
• Address any issues with interpreter performance or satisfaction, working proactively to resolve challenges and improve experiences.
• Partner with internal teams to align recruitment strategies with growth forecasts, interpreter skill requirements, and client demands.
• Other duties as assigned.

Qualifications
• Bachelor’s degree preferred.
• Minimum of 5 years of experience in vendor management, recruitment, or operations, preferably in the language services or related industry.
• Strong leadership experience, with proven ability to manage and mentor teams.
• Demonstrated experience in vendor or interpreter management, including contract negotiation and compliance.
• Excellent project management and organizational skills with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Technical proficiency in Microsoft Office, interpreter software platforms, and applicant tracking systems.
• Strong analytical skills with the ability to analyze KPIs and metrics and make data-driven decisions.
• Excellent interpersonal and communication skills, with the ability to build relationships across diverse teams and external vendors.
• Familiarity with recruitment best practices, interpreter requirements, and industry standards.
• Ability to work independently and collaboratively in a team setting.

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