Key Responsibilities:
Operational & Project Management:
- Oversee end-to-end project execution from scoping to invoicing
- Ensure accurate estimation, costing, and feasibility assessment for all projects
- Establish and monitor delivery processes for survey programming, data processing, and project management
- Ensure projects meet timelines, quality, budget, and compliance requirements
- Drive operational efficiency through workflow optimization and automation opportunities
People Leadership & Management:
- Manage and mentor a team of survey programmers, data processors, project managers, and team leads
- Conduct performance reviews, skill assessments, and development planning
- Ensure effective resource allocation and workload balancing
- Foster a culture of accountability, continuous learning, and operational excellence
Client & Stakeholder Management:
- Serve as the escalation point for clients, internal teams, and vendors
- Partner with account managers and sales teams to support pre-sales activities
- Build strong client relationships through clear communication, expectation management, and proactive issue resolution
- Collaborate with cross-functional teams including Finance, Sales, QA, and Vendor Management
Financial & Budget Management:
- Own operational budgets, forecasting, and resource planning
- Drive margin improvement through efficient costing, resource allocation, and vendor negotiations
- Monitor project profitability and implement corrective measures as needed
- Ensure accurate and timely invoicing in partnership with Finance
Quality Assurance & Process Governance:
- Ensure adherence to company-wide quality frameworks and market research standards
- Implement best practices and SOPs across all operational functions
- Lead continuous improvement initiatives and corrective action plans
- Manage audits, compliance checks, and quality evaluation exercises
Vendor Management:
- Build and maintain relationships with external vendors (survey programmers, DP vendors, translators, sample providers)
- Negotiate rates, SLAs, and performance expectations
