Director Of Retention Jobs in Reston, VA (NOW HIRING)

Description

About MAIG Interpreting

At MAIG Interpreting, our mission is simple: we believe every individual deserves a fulfilling employment experience and equal opportunity to thrive in the workplace.

We are committed to creating accessible and inclusive environments by delivering exceptional interpreting services that support meaningful communication and workplace engagement. Guided by professionalism, ethics, and respect, we partner with our clients to ensure high-quality access and support.

Position Overview

MAIG is seeking a strategic, collaborative, and mission-driven Director of Interpreting to lead the daily operations, development, and performance of our interpreting program.

This role provides leadership, supervision, training, mentoring, and operational support to staff interpreters, freelance interpreters, contractual interpreters, interns, and mentees. The Director of Interpreting plays a vital role in ensuring interpreters are equipped to perform their responsibilities effectively while maintaining exceptional customer service and operational excellence across all MAIG programs and client partnerships.

The ideal candidate is a strong people leader with deep knowledge of Deaf culture, interpreting ethics, interpreter development, and customer relationship management. This individual will partner closely with internal leadership teams to support interpreter recruitment, retention, quality assurance, training initiatives, customer satisfaction, and strategic growth.

Essential Functions

Leadership & Program Management

• Assess program resources and support recruitment initiatives to ensure adequate interpreter staffing across all MAIG customers
• Supervise, mentor, and support interpreters and program staff, including employee development, coaching, corrective action, and performance management
• Conduct interpreter skills assessments and provide objective evaluations for interpreters, interns, and mentees
• Collaborate closely with the Scheduling Manager to support staffing decisions, resource allocation, and quality assurance initiatives
• Serve as a point of escalation for interpreters, customers, and internal staff by troubleshooting field concerns and resolving operational challenges
• Develop, implement, and maintain processes, protocols, and performance standards to ensure high-quality interpreting services
• Track and analyze performance metrics and provide regular reporting to executive leadership regarding program performance, customer satisfaction, and contract compliance
• Train staff on contractual, regulatory, and company policy requirements to ensure operational compliance
• Identify program risks, operational opportunities, and market trends to support strategic planning and business growth
• Provide support for proposal development, contract management, and operational planning activities
• Represent MAIG at conferences, hiring events, customer meetings, and community outreach events

Client Services & Operations

• Oversee the delivery of interpreting services, workshops, and events for MAIG customers
• Provide interpreting services and ongoing mentorship and skills development opportunities for interpreters
• Participate in customer contract meetings alongside the MAIG leadership team
• Maintain strong communication with contract interpreters regarding assignments, contracts, invoicing, and performance expectations
• Manage customer concerns and provide timely resolutions and service support
• Partner closely with the Director of Customer Relations to address service issues and ensure customer satisfaction
• Support marketing and outreach efforts through networking, conferences, social media engagement, and community partnerships

Recruitment, Training & Retention

• Lead interpreter recruitment, onboarding, development, and retention initiatives
• Conduct interviews and facilitate workshops and training sessions
• Develop interpreter training materials and conduct ongoing feedback and development meetings
• Maintain records related to interpreter development and performance management
• Establish attainable performance and growth goals for interpreters and staff

Requirements

 Clearance Requirement: Ability to obtain and maintain Top Secret/SCI Clearance 

Required Qualifications

• Fluency in American Sign Language (ASL) and English
• National interpreting certification required
• Minimum of five years of professional interpreting experience
• Minimum of three years of management or supervisory experience
• Demonstrated experience supervising professional staff and managing day-to-day operations
• Exceptional verbal, written, interpersonal, and conflict-resolution skills
• Strong organizational, leadership, and problem-solving abilities
• Strong customer service orientation with the ability to build effective relationships at all levels
• Proficiency with Microsoft Office and business software applications, including spreadsheets, databases, and presentations
• Ability to obtain and maintain Top Secret/SCI Clearance

Preferred Qualifications

• Bachelor's degree in a related field
• Experience interpreting in Federal workplace environments
• Experience with business development, customer relationship management, and strategic planning
• Working knowledge of federal and local regulatory requirements
• Experience supporting travel authorizations, cost estimates, and TDY fulfillment planning
• Strategic and proactive leadership style with the ability to adapt to change and shifting priorities

Work Environment & Physical Requirements

This position operates in a hybrid work environment and requires work at customer locations as outlined in the telework agreement.

The role regularly requires:

• Use of standard office  equipment including computers and phones
• Frequent written and verbal communication
• Strong visual attention and focus
• Basic mathematical calculations and reporting
• Occasional lifting of up to 20 pounds
• Periods of sitting, standing, bending, and filing

Travel up to 25% may be required and may include air, rail, or local travel.

Why Join MAIG?

At MAIG Interpreting, you will have the opportunity to lead meaningful work that directly impacts accessibility and inclusion in workplaces and communities nationwide. We are committed to supporting interpreter excellence, professional growth, and collaborative leadership while delivering exceptional service to our clients.

If you are passionate about accessibility, interpreter development, and creating inclusive communication environments, we encourage you to apply.

Equal Opportunity Employer

MAIG Interpreting is an Equal Opportunity Employer and complies with all applicable federal and state employment laws, including the Americans with Disabilities Act and Section 504 of the Rehabilitation Act. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.