Service Excellence Manager/Director

JOB TITLE	Service Excellence Manager/Director	DEPARTMENT	Operations
LOCATION	Hybrid Based	CONTRACTUAL HOURS	Full Time
LINE MANAGER	Head of Operations / COO
ABOUT ADVANCE®AI
This is an exciting opportunity to join a rapid growth company that will significantly change the way pharmaceutical companies collect and analyse field insights.   ADVANCE^®AI is an exciting new technology-based SaaS company in the pharmaceutical service sector. The core service has been developed in collaboration with IBM, the original innovators in Artificial Intelligence (AI) and still one of the world’s leaders in continually developing this technology. ADVANCE^®AI provides pharma leaders everyday visibility of the quality of the conversations taking place between their field-based teams and Health Care Professionals (HCPs) . This everyday visibility is provided on KPI dashboards that are updated daily in real-time. Data is collected using AI, rather than humans, to observe and record the conversations, which is converted into data that provides invaluable insights on campaign execution, selling skills deployment and evolution in call outcome.
SUMMARY/PURPOSE OF THE POSITION
The Service Excellence Manager / Director is a non-technical role responsible for overseeing and ensuring the standards of quality across all products and services. They will develop and implement robust quality control processes, drive continuous improvement initiatives, assign projects within quality checking, freelance, and customer success teams and support training to ensure delivery with internal and external standards. By collaborating with cross-functional teams, the Service Excellence Manager / Director will safeguard product integrity, enhance customer satisfaction, and support the Company’s commitment to delivering superior quality outputs.
KEY ACCOUNTABILITIES
Develop and implement quality assurance processes that ensure all products and services meet the highest standards, adhering to internal and external regulations and customer expectations. Collaborate with cross-functional teams, including tech, operations, and customer success, to identify areas for quality improvement and ensure quality control is integrated into all stages of production. Monitor, track, and report on key performance indicators (KPIs) related to product quality, customer satisfaction, and compliance, providing insights and recommendations for continuous improvement to senior leadership. Assign projects and responsibilities within quality assurance, freelance, and customer success teams, ensuring resources are effectively allocated for optimal performance and quality delivery. Support the training and development of teams on quality standards, procedures, and continuous improvement initiatives to enhance service delivery and product quality. Develop and execute non-technical quality assurance processes, ensuring thorough inspection of products and services before they are delivered to clients or released into the market. Support investigations and root cause analysis of quality issues, implementing corrective actions and preventive measures to avoid recurrence and ensure customer satisfaction. Establish and manage documentation related to processes, ensuring that these are kept accurate and up to date. Build and maintain strong relationships with key internal and external stakeholders, including suppliers, to ensure adherence to quality agreements and expectations. Drive innovation in quality control processes, integrating new technologies and methodologies to improve product quality, efficiency, and operational effectiveness.
KNOWLEDGE, ABILITIES AND EXPERIENCE
ESSENTIAL		DESIRABLE
Proven experience in a quality control or quality assurance role, ideally within a service delivery environment. Demonstrable experience managing and working with multi-disciplinary teams. Strong analytical skills with the ability to collect, analyse, and interpret data to identify trends, root causes, and areas for improvement. Exceptional attention to detail, ensuring thorough testing and inspection processes to meet the highest quality standards. Excellent problem-solving and decision-making abilities, able to quickly address quality issues and implement effective corrective actions. Strong project management skills, with the ability to assign tasks, manage resources, and oversee the timely delivery of quality initiatives. Ability to work collaboratively across cross-functional teams, building strong relationships with internal stakeholders (e.g., operations, tech, and customer success) to ensure alignment on quality objectives. Strong communication skills, both written and verbal, with the ability to convey complex quality-related issues clearly to senior leadership and team members. Self-motivated and proactive, with the ability to thrive in a fast-paced, dynamic environment while maintaining a commitment to quality excellence.		Previous experience in pharmaceutical sector, preferably within service provider environment. Degree in Business Administration, Life Sciences or another relevant field. Experience in developing, implementing, and managing quality control processes and procedures, with a strong track record of driving continuous improvement initiatives. Experience in training, with the ability to coach and develop team members. Knowledge of quality control standards, methodologies, and best practices, including familiarity with relevant regulatory requirements (e.g., ISO standards, compliance regulations). Business acumen and financial awareness, with an understanding of how quality impacts profitability and customer satisfaction.