Project Quality Lead

About the role

The Project Quality Lead, Professional Services Content Programs, oversees the execution of our Content Redaction programs to ensure all content is processed. They work directly with the project sponsor to provide program status and weekly and monthly reports for both internal and external clients. They also manage client relationships to drive business growth and retention, handle client escalations with professional maturity and a solutions-based approach, manage technical and programmatic resources, spend plans, and program execution for project engagements to meet client expectations, contractual obligations, and financial alignment, and support organizational-wide process improvement initiatives.

Responsibilities

• Oversee the execution of our Content Redaction programs to ensure all content is processed.
• Work directly with the project sponsor to provide program status and weekly and monthly reports for both internal and external clients.
• Work directly with the technical and quality teams and verify, if needed, the content output meets expected results.
• Manage client relationships to drive business growth and retention. Ensure regular, active contact with existing and prospective clients (e.g., new product rollouts, innovation/product roadmaps, upgrades, client success stories, events/activities, etc.).
• Handle client escalations with professional maturity and a solutions-based approach.
• Manage technical and programmatic resources, spend plans, and program execution for project engagements to meet client expectations, contractual obligations, and financial alignment.
• Support organizational-wide process improvement initiatives, fostering a culture of continuous improvement.

Requirements

• U.S. citizenship.
• Bachelor’s degree from an accredited university.
• 7+ years of experience in client service, project management, or account management.
• Familiarity with Section 508 and other ADA requirements.
• Ability to lead in a matrix management environment with a proven ability to collaborate on projects with a mix of remote and centrally located team members across different time zones.
• Familiarity with Microsoft Office tools, specifically PowerPoint, and spreadsheet applications such as Excel, including pivot tables and charting.

Skills

• Experience in Content Quality Assurance.
• Knowledge of XML.
• Knowledge of Oxygen XML editor.
• Knowledge of content management software & solutions and/or the publishing industry is a plus.

Benefits

• 3 weeks of PTO, 8 paid holidays, 5 additional days for life events such as adoption, childbirth, and marriage.
• Free medical, dental, vision, life insurance and disability coverage.
• 401(k) with 100% match of up to 4% of contributions and with immediate vesting.
• Professional Membership Reimbursement.
• Employee Referral bonus.

Pay

Commensurate with experience.

Schedule

Full-time, exempt position. In-office preferred; Annapolis, MD; remote will be considered.