Director, Program Management

Job PurposeThe Director, Program Management serves as the senior delivery leader responsible for the strategic direction, operational excellence, and overall performance of all TrainAI programs delivered to the strategic client. This includes oversight of multi stream AI data programs, client relationship leadership, P&L ownership, governance maturity, and cross functional orchestration across global delivery teams.You will act as the senior point of escalation to client leadership, ensuring exceptional quality, predictability, and scalability across all engagements. This role requires a strong blend of delivery leadership, commercial acumen, client partnership, and operational excellence in fast moving and technically complex AI environments.About RWS TrainAI Data Services Training or fine-tuning artificial intelligence (AI) requires data. LOTS of data. However, not just any data will do – our clients need responsible AI data that’s targeted, accurate and reliable to ensure machine learning (ML) success. But preparing AI training data is a monumental task that can take up the vast majority of AI project time, leaving AI teams with precious little time to focus on developing, deploying and evaluating ML models. RWS Train AI helps our clients address this challenge head-on. With a seamless blend of technological understanding and human intelligence, RWS TrainAI provides complete, end-to-end data collection and content generation, data annotation or labelling, human-in-the-loop data validation and generative AI data services for all types of AI, in any language, at any scale, based on the principles of responsible AI. Today, Train AI supports four of the world’s top five technology companies, enhancing the performance of their generative AI applications by providing services such as prompt engineering, response refinement and red teaming with locale-specific domain experts across a broad range of topic areas and educational levels. For further information, please visit: RWSTrainAIJob OverviewKey ResponsibilitiesStrategic Leadership & Account OwnershipLead the end-to-end delivery strategy for all TrainAI programs supporting the strategic client. Serve as the executive delivery owner, setting long-term direction and ensuring alignment with the client’s priorities. Oversee complex workstreams including annotation, labeling, linguistic validation, data operations, and ML pipeline support. Executive Client ManagementAct as the senior point of contact for the client’s program, product, engineering, procurement, and quality teams. Lead QBRs, strategic planning discussions, and executive-level communications. Build multi-level relationships that position RWS as a trusted strategic partner. Program & Operational ExcellenceEnsure delivery KPIs, SLAs, quality targets, and performance metrics are consistently achieved. Implement governance frameworks, dashboards, and delivery controls that meet the strategic client’s standards. Apply data-driven decision-making to optimize throughput, accuracy, and productivity. Financial & Commercial ManagementOwn P&L for the strategic client’s account, including revenue forecasting, profitability, pricing models, and cost management. Partner with Client Services on SOW development, renewals, and commercial negotiations. Identify opportunities for operational efficiency and account expansion.\Team Leadership & CollaborationLead and mentor Program Managers, Senior PMs, and delivery teams supporting the strategic client across multiple locations. Ensure the organization is structured and resourced to meet dynamic demand patterns. Collaborate closely with Operations, Quality, Vendor Management, Engineering, and Data/AI specialists. Continuous Improvement & InnovationDrive root-cause analyses and systemic improvement initiatives. Influence tooling, automation, and operational enhancements to scale high-volume delivery. Champion best practices in AI data operations, workforce models, and quality systems. Skills & Experience10+ years in program, operations, or delivery leadership roles, including managing large global accounts. Experience working with hyperscale technology clients (strongly preferred). Deep understanding of AI/ML data operations, large-scale services delivery, or digital operations. Proven success overseeing multi-stream, fast-paced, complex programs with distributed teams. Strong financial and commercial acumen, including P&L ownership and contract management. Exceptional communication, stakeholder management, and negotiation skills. Proficiency with program and analytics tools (e.g., Jira, Smartsheet, Tableau, Monday.com). Key CompetenciesExecutive Client Leadership Strategic Program Management Cross-Functional Collaboration Operational Excellence Commercial & Financial Acumen Risk & Governance Management Change Leadership Data-Driven Decision Making High-Pressure Delivery Execution BenefitsAmazing benefits! (Seriously!) Generous paid time off package, starting at 25 days