Liva Healthcare
Client Operations Manager - Research
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About Liva
Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.
Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.
About the Role
Great research only makes a difference if it's delivered well. That's your job. You'll be accountable for our research contract portfolio, co-owning each client relationship with our Senior Research Manager. They own the science; you own everything it takes to deliver it. Together, you'll make sure every study lands on time, to specification, and leaves the client wanting to work with us again.
You'll bring together a cross-functional team to make it happen, spanning patient services, practitioner operations, programmes, business intelligence, product & tech, Commercial and Research.
What You'll Be Doing
Client Relationship and Contract Governance
- Co-own the client relationship for assigned research contracts alongside the Senior Research Manager. Work proactively: anticipate needs and flag emerging issues before they become formal concerns.
- Manage contract governance and compliance. Know the deliverables, milestones, KPIs and contractual commitments, including the protocol, ethics and data-sharing requirements, and whether we are meeting them. Maintain up-to-date contract documentation, escalation logs and risk records.
- Attend regular client and study meetings (operational check-ins, steering group or milestone reviews, contract reviews). Present progress, risks and forward plans.
- Manage client escalations. Own the response and the resolution. Raise internal performance concerns early, before they reach the client.
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Delivery and Performance
- Be accountable for delivery against contracted milestones, KPIs and study timelines across your portfolio.
- Own KPI and milestone tracking and reporting for each contract, including recruitment, engagement, retention and data completeness. Keep dashboards accurate and review them weekly.
- Act as the early warning system for participant recruitment and retention. Track progress against target, and flag shortfalls or high-volume periods before they put study timelines or capacity at risk.
- Own the performance narrative. Interpret the data, identify trends, and present to clients with a clear forward plan, working with the Senior Research Manager where findings or protocol implications are involved.
- Where milestones or KPIs are at risk, lead structured, time-bound improvement sprints with the relevant internal stakeholders. You hold the accountability; delivery sits with the relevant functional owner.
- Work with the Senior Research Manager to make sure operational delivery stays aligned with the protocol, ethics approvals and data governance requirements, and that protocol amendments are reflected in how we deliver.
Renewal and Growth
- Spot growth opportunities and pass these to Commercial and the Senior Research Manager for proposal development.
- Support new bids and funding applications by providing operational evidence, delivery track record and client intelligence.
Internal Coordination and Reporting
- Coordinate across functions (product & tech, Service Operations, Research, and project management) to deliver against each contract's specification and study requirements.
- Produce weekly operational reporting for your contracts, and contribute to the monthly Service Operations review, so there are no internal surprises ahead of client reporting or study milestones.
What You'll Have
- Experience managing client relationships in contract management, account management, research operations or service management roles. Experience in digital health, healthcare, academic research, life sciences or another complex research environment is ideal.
- Experience owning contract or project outcomes end to end, not just contributing to them.
- Comfortable operating as the single point of accountability for contract performance.
- Able to coordinate across multiple functions without direct line management authority.
- Confident working with performance data: interpreting dashboards, identifying trends, and presenting insights to internal and external stakeholders, including research audiences.
- A working understanding of how research is run, such as protocols, ethics approvals, participant recruitment and research data governance. You don't need to be a researcher, but you should be comfortable working alongside one.
- Excellent communication skills: able to chair client and steering group meetings, present to senior research and commercial stakeholders, and manage escalations with confidence.
- Highly organised, able to manage a varied contract portfolio without losing grip on detail.
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Desirable
- Experience of research contracts with universities, research funders or industry sponsors.
About Us
At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.
We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.
As a signatory to the Armed Forces Covenant we welcome applications from veterans, service leavers, and military spouses.
Guaranteed Interview Scheme
As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with a disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.
Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and we will be happy to accommodate.
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