Supervisor, Service Management Full Time

Role – Supervisor, Service Management (Translation Automation)

ROLE DESCRIPTION:

We are seeking a translation automation expert tosupport McDonalds enterprise-wide Language Strategy by operating, optimizing, and sustaining translation automation capabilities within aTranslation Management System (TMS) and broader service ecosystem. This role blends technical expertise, workflow execution, and operational governance to ensure high-quality, efficient, and consistent translations across corporate functions and global markets. As part of the Service Experience organization and reporting into the Senior Manager, Service Management Language Strategy & Automation Lead, this role plays a key part in enabling automated translation at scale, improving translation quality and speed, and supporting user-centered, multilingual service experiences across digital channels.

ROLE RESPONSIBILITIES:

Primary Responsibilities:

SKILLS & EXPERIENCE:

• Execute translation workflows within the Translation Management System (TMS), ensuring timely processing and tracking of translation requests.
• Configure and maintain TMS automation rules, workflows, and connectors to support efficient translation operations.
• Maintain and update translation memories, glossaries, and terminology databases.
• Perform initial quality checks on machine generated translations for accuracy and formatting.
• Support dynamic translation capabilities across digital channels (e.g., portal, chatbot, knowledge base) in partnership with platform and product teams.
• Identify translation workflow issues, user friction points, or quality gaps and propose improvements to enhance automation, quality, and performance.
• Coordinate with market proofreaders and functional reviewers to validate translations and incorporate feedback.
• Monitor translation performance, identify issues, and escalate system or workflow problems as needed.
• Analyze translation volumes, reuse rates, turnaround times, and other KPIs to support continuous improvement.
• Support integration efforts between the TMS and platforms such as ServiceNow or content management systems.
• Provide operational support and guidance to functions and markets on translation request best practices.
• Contribute to the development of training materials, job aids, and enablement content for translation processes.
• Apply governance standards for language quality, terminology, and formatting across translation activities.
• Participate in the Language Translations Community of Practice to share insights and support Cross functional alignment.
• 2-4 years of experience working with Translation Management Systems (TMS), localization workflows, or enterprise content translation processes
• Familiarity with machine translation engines, automation tools, and AI enabled translation capabilities
• Strong attention to detail with the ability to identify translation, terminology, or formatting inconsistencies
• Ability to follow established translation standards, governance practices, and operating procedures
• Analytical skills to interpret translation metrics, workflow performance, reuse rates, and quality indicators
• Experience supporting cross functional teams, markets, or global stakeholders
• Strong communication skills with the ability to explain processes and provide user support
• Comfort working with digital platforms and enterprise systems (e.g., ServiceNow, content management tools, localization platforms)
• Problem-solving ability to identify workflow issues and propose process or automation improvements
• Demonstrated ability to learn new tools, adapt to changing processes, and support technology-enabled ways of working