M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.
M3 Global Research maintains ISO 26362 and 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors. Due to the continued growth of M3GR, we are seeking an Operations Process Manager to join our team.
The mission of the Delivery Manager is to drive efficiencies and process changes within the M3GR Operations team. He or she will provide internal support by creating system efficiencies, hold responsibility for reporting on the team’s key metrics, and overseeing the overall profit margin on market research projects. The candidate would be responsible for ensuring projects are set up for success and run in-field with maximum potential to succeed for both our clients and M3GR. This is an ideal role for someone who understands both Quantitative and Qualitative Healthcare Market Research, and experience in maximizing profit to exceed company goals.
Duties and Responsibilities:
Including, but not limited to the following:
- The candidate will have a core responsibility of driving gross profit and customer satisfaction results for the company:
- Review and collaborate with Ops Management to approve/deny requests for external vendor usage on a project basis.
- Responsible for compensation level offerings for US panelists.
- Liaise with M3’s Business Solutions and Performance team regarding outside vendor options. Ensuring that the Operations team’s feedback is received, evaluated and actioned upon.
- Candidate will be responsible for helping to develop new reporting capabilities regarding gross profit and outsourcing, for the Operations team, as well as updates to current system reports.
- Identify and provide oversight for projects in field where specs are not on point and provide guidance to the project team on suggested changes, or re-pricing.
- Candidate will provide oversight to projects to ensure they field on time, and on spec, helping to drive client satisfaction scores.
- Work with teams to code low profit projects for review at the end of each month end.
- Candidate to join internal kick-off calls in order to:
- Confirm project plans are clearly outlined from the onset of the project.
- Assess starting gross profit and offer suggestions on ways to increase throughout field.
- Ensure delivery on number of interviews is achieved, or surpassed.
- Candidate will play an important role in driving domestic revenue upwards. Working with Sales, Project Management, Programming, and Panel teams to drive business into the US market.
- Create/implement improvements to the MR System to make sure the team is working as efficiently as possible. The candidate will be responsible for reviewing and/or submitting tickets on behalf of the Operations team:
- This will require the individual to work closely with both the Engineering and Business Solutions and Performance teams to ensure updates will work globally, cost savings are clear, and serve as a final test before rolling out to the Operations staff.
- Candidate must be able to assess the ROI on changes requested.
- Responsible for delivering monthly reports on Global Ops KPIs and consulting on US Sales Silo monthly reviews. Candidate will be responsible for flagging key areas of improvement and help with corrective decisions to improve account performance.
- Meet with Directors/ADs monthly to ensure proper tracking and review of GP, working to improve this metric among every Project Management team.
- Identify operations process challenges by analyzing process data and metrics, developing action plans and implementation of process improvements.
- Work with Quantitative and Qualitative Directors/ADs to critically review current processes for effectiveness, quality, and simplification.
- Provide training programs on new processes, monitoring and measuring the benefits of post-process implementation to ensure quality, efficiency, and improvement.
Requirements
- Candidate will have experience with complex market research projects in both quantitative and qualitative methodologies.
- This candidate is expected to demonstrate enthusiasm and pride in constantly improving the quality of M3’s services.
- The candidate ideally has experience w