.Company DescriptionM3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology, and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment, and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually. M3's legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.Job DescriptionThe mission of the Associate Director is to manage and oversee a Client service Team. The individual will be a leader for their 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.Provide guidance and mentoring members of the operations team.Manage project escalations to ensure the project is completed on time and within budget, partnering with internal stakeholders to address issues and improve performance on research projects.Work closely with senior management to adapt, develop, and initiate processes, procedures, and system enhancements.Investigate and manage project escalations, ensuring project completion on time and to the satisfaction of the client.Monitor productivity and quality of data collection of their team's projects.Oversee the billing process of the team, 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, providing a consistent and solution-oriented approach across each touch point of the client journey.Oversee the training of any new team members, as well as the training needs of current employees.Approve annual leave, expense reports, and quarterly reviews of their direct reports.QualificationsEducation and Training Required:Bachelor's degree or equivalent work experience preferred