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UNIVERSAL LANGUAGE SERVICE, INC.
MANAGER, SIGN LANGUAGE ACCESS & CART SERVICES
ASL / VRI / DeafBlind / CART / Captioning
Location: Bellevue, Washington - On-site
Status: Full-time, salaried exempt
Pay Range: $100,000-$110,000 per year, plus commission and performance-based incentive compensation.
Manager, Sign Language Access & CART Services
Universal Language Service, Inc. ("UniversalLanguage") is seeking a hands-on Manager to lead American Sign Language (ASL), signed-language, DeafBlind, Communication Access Realtime Translation (CART), captioning, transcription, and accessible-event operations.
The Manager owns operations from request intake and interpreter scheduling through service delivery, quality, billing support, reporting, and growth. The role also wins and launches new customers and expands services and service modalities with existing customers.
About the Role
The Manager will be directly responsible for scheduling and coordinating ASL and related services, supervising assigned W-2 staff interpreters and operations-support employees, overseeing after-hours scheduling activity performed by designated team members, and coordinating service delivery and provider relationships across a network of approximately 300 independent ASL, signed-language, Deaf interpreter, DeafBlind, CART, captioning, and accessibility providers.
The Manager serves as the primary department representative to customers, interpreters, captioners, community partners, and internal teams.
This role is based in UniversalLanguage's Bellevue office. The normal work schedule is Monday through Friday, from 8:00 a.m. to 5:00 p.m. Pacific Time, with local travel, event support, and on-call availability after normal business hours as needed.
What You Will Own

• Daily ASL, signed-language, and CART request intake and scheduling, including confirmations, replacements, cancellations, event readiness, service recovery, verification, and closeout, with oversight of after-hours scheduling activity and follow-up.
• Coverage planning for in-person, scheduled virtual, and on-demand VRI services; critical requests; Deaf interpreter and DeafBlind services; CART; captioning; transcription; and accessible events.
• Recruiting, interviewing, onboarding, credentialing, training, mentoring, readiness, retention, provider relations, rate recommendations, and the development of specialty and regional capacity.
• Leadership, coaching, performance management, cross-training, succession planning, and accountability for assigned employees.
• Interpreter and captioner quality, appropriate assignment matching, preferred providers, team requirements, ethics, complaints, investigations, corrective action, and customer communication.
• Government, healthcare, enterprise, education, legal, event, and direct-customer contract requirements, including service-level agreements, reporting, privacy, HIPAA, security, and billing controls.
• Customer success and expansion: Lead discovery, implementations, business reviews, retention, and expansion into additional sites, departments, geographic areas, hours, use cases, services, and service modalities.
• New-customer development: Lead target-account outreach, discovery, ASL, signed-language, and CART proposals and RFPs, pricing input, presentations, pilots, contracting support, implementation, and operational handoff.
• Accessible conferences, town halls, webinars, training sessions, meetings, public meetings, and events, including interpreter and captioner teams, audiovisual systems, platforms, venues, preparation, and backup arrangements.
• Department dashboards, standard operating procedures, staffing plans, budgets, forecasts, direct costs, contribution margin, invoice support, provider payments, and prevention of billing leakage.
• Accurate representation of UniversalLanguage in customer, provider, community, conference, and approved public meetings.

Occasional Hands-On ASL Interpreting
Hands-on coverage is part of the role.
After reasonable attempts to secure qualified staff, contractors, or approved backup resources, the Manager may occasionally provide ASL interpreting by video or in person as temporary bridge coverage.
The Manager must be currently qualified, credentialed, trained, rested, conflict-free, approved by the customer when required, and working within demonstrated competence. This responsibility is secondary to management and is not routine production interpreting.
Required Qualifications

• Five or more years of progressively responsible experience in interpreting, accessibility, service operations, healthcare, government, or a related field, including at least three years of leadership responsibility.
• Professional-level ASL and English communication skills.
• Current RID, BEI, NAD legacy, or another recognized credential demonstrating qualification for occasional ASL interpreting coverage.
• Ability to obtain and maintain applicable customer approval and Washington ODHH eligibility before accepting covered assignments.
• Experience with scheduling, recruiting, onboarding, training, provider networks, quality management, complaints, customer meetings, contracts, service-level agreements, reporting, and process improvement.
• Knowledge of Deaf, DeafBlind, hard-of-hearing, late-deafened, interpreting, and captioning communities and effective communication practices.
• Financial and analytical capability, including experience with budgets, pricing, direct costs, contribution margin, dashboards, and billing controls.
• Strong proposal-writing, presentation, customer-facing, coaching, negotiation, and change-management skills.
• Ability to work from the Bellevue office, travel locally, support events, and provide after-hours support as needed.

Preferred Qualifications

• Prior leadership experience involving ASL interpreter operations, accessibility programs, healthcare or government contracts, multistate services, or large independent-provider networks.
• Current Washington ODHH approval and experience in medical, mental health, legal, DeafBlind, ProTactile, or foreign sign language settings.
• Operational knowledge of CART and real-time captioning, applicable NCRA credentials, captioning technology, transcripts, audiovisual systems, platforms, and accessible events.
• Bachelor's or master's degree in interpreting, Deaf studies, accessibility, linguistics, business, operations, healthcare administration, or a related field. Equivalent professional experience will be considered.
• Experience with Salesforce or a similar CRM, scheduling systems, DHHIS, ProviderOne, VRI platforms, reporting tools, Lean/Six Sigma, or project management.

Compensation and Benefits

• Base Salary: $100,000-$110,000 annually, plus commission.
• Annual Incentive: Performance-based bonus.
• Commission: Up to 5% based on the applicable commission plan and qualifying performance results.
• Eligibility for the Company's full-time health, welfare, retirement, paid time off, paid sick leave, holiday, and other benefit programs, subject to applicable plan terms and Company policies.
• Up to $1,000 annually for approved professional development, certification renewal, continuing education units, professional memberships, or conference expenses.
• Performance and development will be reviewed periodically in accordance the Company practices.
• This role may offer opportunities for expanded leadership responsibility as the department and business continue to grow.

Success, Equal Opportunity, and Application
Success will be measured through coverage, quality, customer outcomes, compliance, workforce readiness, billing accuracy, contribution margin, customer retention, new customers launched, expansion of services and service modalities within existing accounts, and profitable growth.
UniversalLanguage is an equal opportunity employer. Reasonable accommodations are available to qualified applicants and employees with disabilities in accordance with applicable law.
Employment is at will where permitted by law and is subject to applicable work-authorization, screening, credential, reference, privacy, and security requirements.
Pay Range: $100,000 - $130,000 per year