US Head of Field Operations

Job Type: Permanent, full time

Reporting to: Head of Global Field Operations

Location: Remote (US based)

Job purpose:

Drive operational excellence across the US Field Operations and Training team, with a relentless focus on high quality performance to ensure best in class client engagement and strong STEM advocacy. This is a critical role in the US operational structure to partner across multiple stakeholders and deliver excellence in all aspects of our Field Operations. The individual will be encouraged to bring creativity and empowered to further evolve the approach in driving quality, engagement and a positive client experience.

Job Role:

1. Quality: Workbook/Data - Ensure all projects are delivered to the highest standard including the highest quality data and workbook completion to equip PDs and analysts with the data they need on backend to answer tailored HD and deliver strategic insights of value to the unique client needs and US market nuances.
2. Field Client Experience/Customer Service- ensure enforcement of code of conduct and ways of working to maintain high standard of client experience when working with STEM Field team on a project.
3. Coordination and Scheduling Processes- Overseeing the processes and systems to ensure efficient scheduling process of interviews and field visits that delivers on timeliness, positive customer experience and tailored to unique client needs and US market nuances to maintain both a client centric focus and maintain credibility of STEM as experts in the industry. This includes tailoring both the communications and guidance so that the client feels “STEM understands their world” and has a positive experience.
4. Capacity and Field Staffing- manage the metrics of field capacity and ensure that there is always capacity to deliver on the business needs and projects sold, including a view strategically across the entire annual year cycle. Support recruitment efforts where and when needed to maintain capacity flexibility.
5. Field Team Engagement- Maintain a high focus on the evolution of the Fieldworker roles to ensure high levels of engagement around the world with a motivated and focussed team.
6. Field Team Leadership- Direct line management for a team of Project Coordinators, Field Regional Leads, Associate Regional Leads, and Field Trainers. Incorporate strategic thinking into building on the current strategy and vision for US field operations and training. It will be important for the individual to bring their own perspective in further evolving that vision to create a goal to move the team towards and sell NALT and the wider team on. As the globalization and change management agenda evolves and the business needs/focus of the organization shift, it will be important to ensure the vision aligns with both the global strategy and the growth of the business.
7. Cross-Functional Stakeholders- Ensuring that the Project Coordination and Field team is seen as a key partner in the delivery of projects, client engagement and business performance. This will include engaging with NALT, PDs, PMs, Analysts to proactively manage projects upstream with the proper conditions/factors (e.g., internal/external field communications, HO interviews, workbook, briefing calls, scheduling/field updates, flagging key insights from the field, and transition from field to analysis including workbook collection and delivery on fielding window timelines/scope) so that the projects are setup to run as efficiently as possible when they reach the analysis phase.
8. Globalization- Support the global operations initiative to streamline project coordination resources and capabilities, by further aligning US and ex-US ways of working and aligning systems between Smartsheets and FAST tool as part of modernization agenda. Oversee change management as part of the global agenda as new technologies are deployed and further areas are identified for in growing the organization. Oversight of the capacity, quality and performance metrics for the NA region that are collected and reported into Operations leadership.

Experience and knowledge required:

• Be knowledgeable and experienced in Field Operations leadership role with a strong focus on line management and a clear understanding of Field Ops responsibilities.
• Provide oversight/leadership of the on-boarding process for new members of the Field worker, Training and Project Co-ordination teams around the world.
• Support Global Operation with extra activities to get exposure to the broader organisation
• Ensure training is designed, developed and delivered (in line with the development plan) to upskill FW capabilities with a heavy focus on quality.
• Provide coaching and performance feedback to Management Team – ensure strong engagement across team irrespective of status (freelance or FTE)
• Ensure the Managers’ initiatives and work are aligned to the company’s goals and work in the most efficient way
• Ensure efficiency in all countries for all process [ Forecast, Field work management, field work co-ordination] – reporting clear metrics and presenting status at operational meetings and QBR’s.
• Deliver improvement activities and support the launch of new IT capabilities in support of efficiency and best practice processes.
• Create processes and guidelines that will enhance the team’s ways of working with other roles across key commercial stakeholders and the Operational leadership team.
• Ensure tools are developed and rolled out that are required by the Field Ops and Training teams to run projects to a high standard.
• Manage resources & lead selection and recruitment processes for all team members.
• Develop and execute training capabilities which are updated and delivered to a high standard to ensure any and all customer engagement is managed to the highest standard.
• Support Head of Global Operations in overseeing specific improvement workstreams related to the operational efficiency and people development growth enablers, building a confident, competent and supported workforce that owns their own development
• Consciously create a workplace culture that is consistent with the overall organisation values (Honest, Practical/ Caring/ Brave/ Performance Driven/ Customer Focused)

Essential Requirements:

The ideal candidate will be:

• Understanding of the US Healthcare system and US Pharma market.
• Mastery of US Field Operations and Training with a strong focus on passion for quality and people engagement.
• An excellent communicator with strong presentation and influencing skills
• Able to manage multiple initiatives simultaneously through excellent organization and coordination skills
• Ability to network at high levels, both with clients and within STEM leadership, and maintain high levels of credibility across Operational teams.
• Ability to think strategically to develop new ideas/concepts, and ability to execute efficiently and to bring those ideas/concepts to life
• Gravitas, and interpersonal awareness to interact, advice, challenge and deliver solutions
• Sound and well-grounded judgement balanced by an entrepreneurial spirit
• Create and maintain a culture of success and be outcome focussed
• Can get “in the weeds” as well as pull back to “see the big picture”
• Strong learning agility to adapt to rapid change and new situations
• Ability to give and receive feedback effectively
• A “doer” and a “leader”

About STEM:

STEM Healthcare is a dynamic, fast paced global pharmaceutical and life sciences strategic benchmarking firm headquartered in the UK and present across six continents. STEM have developed an audit process and built a benchmarking database with more than 500,000 face-to-face observations completed across 52 countries. The benchmark provided is unique in the pharmaceutical industry consisting of over 100 KPIs, while focusing on 2-3 key priorities during formulation of action planning to help clients further accelerate performance.

STEM accelerates performance, improves strategic alignment, and facilitates excellence in marketing, medical, market access and account plans strategy execution. Due to the unique, specialised and highly targeted offering, STEM is experiencing a rapid growth phase, and recruiting heavily across the world. New employees will be joining at a time where rapid career development and growth opportunities are expected, as the organisation works towards their mid and long-term goals.

Vision:  To always be viewed as an essential partner in enabling our clients to reach more patients with their medicines

Mission: To accelerate high performance

Core Values: Brave, Honest, Performance Driven, Practical, Customer Focused, Caring

Find us here:

Website: www.stemhealthcare.com

STEM Healthcare is an equal opportunity employer. STEM Healthcare will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re- assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. STEM Healthcare only employs individuals with the right to work in the country/ies where the role is advertised.

APPENDIX- Detailed breakdown of day-to-day responsibilities and examples of activities and tasks

1. Quality: Workbook/Data
   • Oversight of Error Report- ensure timely delivery of report to RLs, pull-through of corrections of errors/workbook resubmissions and periodic evaluations of FS performance against errors to identify coaching needs or training gaps.
   • Workbook Coaching and Training- ensuring that there is periodic training on workbook refreshers, especially if any workbook changes are made or evolutions in how analysis and PDs are approaching data that impacts how data is collected. Should oversee communication of these changes from NALT/PM Lead to RLs and ensure FS receive briefing and training needed.
   • FS Workbook Review Process- Support of RLs and FS Trainers with process of periodic random spot checks of workbook evaluations to maintain workbook quality standards.
2. Field Client Experience/Customer Service
3. Coordination and Scheduling Processes
   • Roster Approval and Allocations/Alternate Assignments- Conduct the process of roster processing to ensure timely delivery of allocation trackers, prepping trackers for RLs to conduct allocation/alternate assignments to equip PMs with the information they need to get roster approval by client to maintain timelines. Ensuring RLs and Field team get the adequate amount of information from PMs and client in order to staff project with the appropriate team members to ensure the highest quality work and required level of expertise.
   • Internal/External Communications- Oversight of the process and templates for communicating the project both externally with the client and internally to the field. PMs are responsible for managing and tailoring the external communication with the client, but Field team needs to work with PM when it comes to internal communication. PM creates internal communication and gets RL approval to ensure it has the level of information and direction needed to properly inform and guide the FS team. Responsible for the final release of the project communications to the Field team (once PMs produce it and RLs approve it)
   • Project Briefing Calls- PMs execute the project briefing calls as they are the experts on the project and client. Oversight here to ensure RLs and FS are getting the information they need out of the briefing calls, awareness to anything that may need to be further clarified to the FS to ensure they are able to navigate specific client nuances or unique client needs and oversee attendance and participation by the Field team.
   • Workbook Guidance and Input- as the FS are the ones responsible for collecting the data and completing the workbook, oversight of engaging with RLs to get feedback from the field and continue to evolve the workbook to improve efficiencies, FS experience and data collection quality. Work and coordinate with PM lead to communicate feedback on workbook experience of field and if any changes/adjustments are needed. Also communicate downstream to RLs when there are workbook changes to ensure proper training and guidance is applied to FS to handle workbook changes.
   • Tech Platform- Smartsheets/FAST Tool- subject matter expert and central point of contact in managing Smartsheets and FAST tool. Making sure all projects get uploaded into the system, are working correctly, PMs and RLs are getting the data/access needed, timelines are adhered to. Dynamic View and Field issues with system are managed. Liaison between Smartsheets (company) when needed to solve user issues. Conduct training when needed with internal team (PD/PM/FS) on either tool as needed.
4. Capacity and Field Staffing
   • Capacity Tracking and Management- Ensuring the updating of the Weekly Project Tracker report and that capacity data is entered on a quarterly basis and kept up-to-date.
   • Recruitment of FS team- Support RLs in their staffing, hiring and onboarding process and give final approval on new FS hires.
5. Field Team Engagement
   • Field Team Feedback- Regularly engage with RLs to understand FS morale and experiences in the field (both externally- with client and internally- workbook, briefings, communications) to ensure any adjustments or changes needed to maintain FS morale are addressed. Regular proactive communication about pipeline and volume of work coming also helps address morale and strategically assists in retention.
   • Results Sharing- work with PM Lead and PM team to periodically present results to Field Specialist team to enable them to see how the data they collected was used and presented back to the client. Presents an opportunity for PMs to gain exposure presenting and FS to understand how their work is delivered to clients on backend.

1. Field Team Leadership

• Direct Reports- oversee 4 direct reports- Regional Leads (1 East US, 1 West US, 1 Can), 1 PC and the ARLs and Field Trainers that report into those RLs.
• Leadership Meetings- Lead Weekly US Field Leadership Call with PC, RLs, ARLs
• Cost Tracking/Expense Approval/Admin- approve contract worker expense workbooks, oversight of expense policy and expense workbook template, coordinate with finance/accounting to ensure proper adherence to expense policy both with employees and contractors.
• Vision/Strategy- Build on the current vision and strategy for US Field Ops and Training, bringing creativity and adapting as the business evolves both globally and based on the needs of our clients.

1. Cross-Functional Stakeholders
   • Oversight of process of moving from Field to Analysis- Responsible for working with PM Lead and Analysis Lead to ensure workbook collection, running of databases, analysis kick-off meeting scheduled. In cases where a condensed timeline exists, making decisions on pulling workbooks early to run databases and communicating to all appropriate stakeholders.
   • Workbook Collection- to process of moving from field to analysis, responsible to navigating and coordinating chasing of workbooks needed, working with RLs to ensure all workbooks are collected and submitted by timeline and delivery dates.
   • Leading Weekly Ops Call- Reviewing the Project Tracker with the broader NA team (PD, PM, RL/PC, BAM, NALT) to ensure all projects are moving forward on current timelines, team members have the support they need, any issues or challenges are discussed, and a solution is identified to address situation. RADAR changes and timeline adjustments are flagged and pulled through.
   • Field Complaint Situation- when a situation does occur in the field where a client has a complaint against STEM, responsibility to manage that by engaging with RLs/Field team to ascertain as quickly as possible the details of the situation and bring that information and recommendations to NALT or PD so they can effectively manage situation with client.
   • Quarterly WIP Revenue Recognition- conduct the quarterly WIP revenue recognition and submit to US President for sign-off approval before returning to finance team for submission.
2. Globalization
   • Difference in client needs- Understanding the different needs of US clients and ex-US/Global clients.
   • Difference in client needs of deliverables - Understanding the different deliverables needed for a US client vs. Global client.
   • Change management - ability to deploy new technology (AI for example) or streamlined processes/systems as part of the global change management agenda.
   • Global Performance Reporting and Metrics- oversee the management and reporting of global capacity, global quality and performance metrics to Global Operations Leadership and Americas team as appropriate.