Job Summary 

The Manager, Language Operations Services leads and supports a highly qualified team of interpreters while maintaining operational performance, quality standards, schedule adherence, and a positive team culture. This role is responsible for ensuring interpreters meet established performance expectations, supporting employee engagement and retention, and driving operational efficiency, customer satisfaction, and continuous improvement across remote interpreting services. 

The position reports to the Senior Manager, Language Operations and is part of AMN Language Services. This is a remote, exempt role with direct reports and no routine travel or budget oversight. 

Job Responsibilities 

• Review interpreter performance metrics and apply supervision, coaching, reflective practice, and corrective action strategies to support performance improvement and metric achievement. 

• Monitor and support interpreter schedule adherence, quality standards, training completion, policy compliance, and overall operational performance. 

• Document interpreter for misconduct, performance concerns, policy violations, and all related steps in the disciplinary process, including warnings, suspensions, and terminations as applicable. 

• Collaborate with Senior Language Operations Leadership, Human Resources, Training and Development, and other functional partners to address performance, compliance, and development needs. 

• Identify gaps in interpreter knowledge, skills, training, or adherence to policies and procedures, and escalate to the appropriate department for follow-up. 

• Use formal feedback, performance reporting, and operational data to identify opportunities for improvement and support individualized development plans. 

• Maintain and foster a safe, positive, and engaging remote team culture through Microsoft Teams, email, learning management tools, and regular leadership communication. 

• Support interpreter retention and reduce attrition by providing clear expectations, timely feedback, and effective leadership support. 

• Stay current on industry trends, best practices, company-wide training, Learning Hub training, and applicable standards in medical interpreting and remote interpreting operations. 

• Model continuous learning and professional development while fostering a culture of continuous improvement within the interpretation services department. 

Key Skills 

• Remote interpreting operations management and the ability to lead remote interpreter teams effectively. 

• Strong knowledge of healthcare interpreting compliance requirements, industry regulations, standards, ethical guidelines, and applicable policies and procedures. 

• Team leadership, employee coaching, performance management, and corrective action guidance. 

• Relationship management and the ability to collaborate across Senior Language Operations Leadership, Human Resources, Training and Development, and functional business areas. 

• Strong communication and interpersonal skills, including the ability to provide clear feedback and support to interpreters. 

• Analytical skills to review performance data, identify trends, and implement solutions that improve quality, efficiency, compliance, and service delivery. 

• Technology proficiency with remote interpreting tools and business systems, including Microsoft O365, HRIS, Salesforce, Pentaho, and LearnUpon. 

• Customer-service orientation and commitment to supporting high-quality remote interpreting services. 

• Ability to foster engagement, psychological safety, professionalism, and accountability in a remote team environment. 

• Knowledge of Demand-Control Schema and its application to interpreting work.