VP Client Services

Overview

Build and lead the India delivery organisation that runs quantitative and qualitative healthcare market research for global clients, reporting to the Chief Operating Officer.

What you'll do

• Build and lead a high-performing delivery team, hiring, developing and retaining staff with clear roles, strong managers and a consistent rhythm of goals, feedback and recognition.
• Create the delivery operating system, standardising workflows, handoffs, documentation and quality checks across account management, sampling and programming.
• Design structured onboarding, training and knowledge-transfer programmes in project delivery, fieldwork, client communication and financial discipline.
• Own delivery across all segments, overseeing feasibility, sourcing, fieldwork, quality, timelines and budgets, and use performance data to reduce rework, shorten turnaround and increase predictability.
• Be the senior delivery voice with clients, building relationships with key global clients, leading critical delivery conversations and resolving escalations.
• Partner with Commercial on feasibility, scope, pricing inputs and delivery commitments.
• Work with the SVP and Finance to manage delivery cost (including sample cost), productivity and margin, and tighten project visibility, closeout and billing readiness.
• Partner with Product and Technology on better delivery tools and practical automation, and align with global delivery leaders on shared standards and change management.
• Provide leadership oversight to the survey programming lead in India.

What you'll need

• Deep healthcare market research experience, with a track record of leading client delivery, project management and sampling operations.
• 15+ years in market research delivery or research operations, including 10+ years leading delivery teams across geographies and time zones for global clients.
• Strong command of quantitative and qualitative delivery, including healthcare audience recruitment, feasibility, fieldwork and quality control.
• Proven ability to build teams, implement training programs and standardise processes in a scaling environment.
• Strong financial acumen: comfortable owning delivery budgets, margin drivers and operational performance.
• Credibility with senior clients, calm leadership through escalations, and a strong partnership approach with commercial teams.
• Working knowledge of survey programming workflows and the ability to lead a technical functional leader.
• A practical operator who turns strategy into clear plans, uses data to make decisions and brings people along through change.
• Comfortable leveraging, and helping to inform the development of AI-enabled tools to transform workflows, improve response quality and timeliness, and deliver growth at scale without compromising data integrity or customer experience.

Nice to have

• Direct leadership of a programming team.

Details

• Hybrid role based in Bengaluru, Karnataka, India, working from the Bengaluru office at least 2 days per week.
• Occasional travel to other cities within India, and travel once per year to the USA and EU.
• Ability to work until 11:30pm IST or later 2-3 nights per week to collaborate with US and European teams.
• Comfort leading a team working across 2-3 shifts covering IST, EU and USA hours.