Head of Operations

Company Description

About the Company: 

M3 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.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

  • Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
  • Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
  • M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
  • Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
  • In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

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 Description

The Head of Operations will be responsible for standardising project delivery to optimise client satisfaction, project level gross profit, employee retention, and revenue delivery for a significant portion of our UK division. The candidate will directly manage/coach/mentor the staff and will develop and promote new policies for the operational team. This is the ideal role for someone who has experience in managing a team focused on healthcare fieldwork, market research and recruitment.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Manage, mentor, appraise and develop allocated staff, ensuring they are working effectively and managing projects to success.

• Build strong client relationships and develop and oversee client service improvement plans, ensuring their successful execution and providing a consistent and solution-oriented approach across each touch point of the client journey 

• Responsible for optimising client satisfaction in each step of the project lifecycle

• Provide support from a compliance standpoint to operational team. Ensuring adverse events report trainings are completed, ISO, GDPR and other compliance guidelines are followed.

• Partner with the Engineering department to further improve our project management systems and create improved efficiencies.

• Create a strong culture of excellence which aligns with M3GR’s core values and deliver strategic level initiatives.

• Assist with the integration of future acquisitions to ensure best practices and servicing are continued through the transition period.

• Provide excellent problem solving to our clients. Ensure a focus on preventing and resolving project issues.

• Partner with Human Resources to identify, onboard and retain the best industry talent.

• Ensure that the qualitative team is upskilled by regular trainings on communication, compliance, and project management skills. Putting client centricity at the center of delivery.

• Ensure training and processes are well documented, and followed by staff

• Monitor and maintain capacity across team, to ensure workload is equitably distributed and manageable, identifying hiring needs and solutions to drive efficiencies and productivity

• Responsible for overseeing that the team meets stated KPIs for financial, panel and client satisfaction goals, provide regular reports on staff performance

• Work with M3GR department heads to ensure cross-department teams are working efficiently and effective in a collaborative setting.

• Champion a culture of compliance throughout the organization to ensure everyone complies with external regulatory requirements and internal policies and procedures

• Work in business process analysis, design and optimization to enable delivery of exceptional performance, championing compliance by design and building compliance requirements into processes and technology development

• Support the operational integration of acquired businesses to ensure best practices and servicing are continued through the transition period


Education and Training Required:

• Bachelor’s degree or equivalency

Minimum Experience:

• Minimum of 8 years of experience in Market Research Project Management/Operations

• Minimum of 3 years managing a staff of 3+ employees

• Must have experience in project management

Knowledge, Skill, Ability:

• Extensive experience in an active Project Management role in the medical/healthcare market research field.

• Thorough understanding of qualitative domestic and international market research projects • Ability to lead a team made up of both junior and senior team members.

• Self-motivated and able to (re)prioritize tasks throughout the workday

• Exceptional time management, organizational skills, attention to detail and ability to multitask • Well-developed analytical and creative problem-solving skills.

• The ability to work autonomously and in a team environment to successfully meet study specific and departmental objectives.

• The candidate must have exceptional written and verbal communication skills.

• The candidate must have very strong Microsoft Office skills including Excel, Outlook and Word, and be a quick learner of new technologies/software.

• This candidate is expected to demonstrate enthusiasm and pride in constantly improving the quality of M3’s services. Serving as an internal advocate to monitor and ensure compliance with M3’s ISO quality management system. The candidate must adhere to all processes and relevant guidelines.

Additional Information


  • 25 days annual leave
  • Participation in an annual bonus scheme linked to the profitability of the business
  • Pension 4%/4% employee/employer contributions of qualifying earnings
  • Company’s medical cash plan. As part of the cash plan you have access to subsidised gym membership and a staff discount scheme
  • Cycle scheme