Director, Program Management

The 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 Train AI 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: RWSTrainAI 

Key Responsibilities

Strategic Leadership & Account Ownership 

• Lead 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 Management 

• Act 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 Excellence 

• Ensure 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 Management 

• Own 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 & Collaboration 

• Lead 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 & Innovation 

• Drive 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 & Experience

• 10+ 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 Competencies

• Executive 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 

Benefits

• Amazing benefits! (Seriously!)  
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. 
• 401(k) Retirement plan with company match. 
• Company-wide agile work policy with flexible work arrangements. 
• Opportunities for training, professional development, and personal growth. 
• Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity. 

Base Pay

$160,000 - $200,000 / year

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. 

*Candidates must reside in State advertised to be considered

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.