The mission of the Associate Director is to manage and oversee a Client service Team. The individual will be a leader for his/her team by directly coaching and mentoring the staff, building relationships with M3 clients, and working with the team on ensuring projects complete on time and within budget. The Associate Director will also assist with updating processes and internal systems to ensure the team is working efficiently and collaboratively. This is the ideal role for someone who has management experience in market research, specifically focused on online healthcare research.
Essential Duties and Responsibilities:
Including, but not limited to the following:
- Manage, mentor, appraise and develop team members, monitoring team KPI’s and workload distribution.
- Responsible for providing guidance and mentoring members of the operations team.
- Responsible for managing project escalations to ensure the project is completed on time and within budget. This will require the candidate to partner with internal stakeholders to address issues and improve performance on research projects.
- Working closely with senior management to adapt, develop and initiate processes, procedures, and system enhancements.
- Investigating and managing project escalations. The Associate Director will be responsible for ensuring the project is completed on time and to the satisfaction of the client.
- Monitoring productivity and quality of data collection of their team’s projects.
- Overseeing the billing process of the team, and ensuring projects end with expected profitability.
- Support the development and implementation of best practices and policies for client service
- Execute client service improvement plans on allocated accounts, ensuring collaboration with sales and other members of the team, and providing a consistent and solution-oriented approach across each touch point of the client journey
- Overseeing the training of any new team members, as well as the training needs of current employees.
- Responsible for approving annual leave, expense reports, and quarterly reviews of their direct reports.