Participant Recruitment Operations Manager

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $95k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Headlands Research

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 $2.9M Venture Round on 2022-05

Healthcare • Healthcare Insurance • Pharmaceuticals

Headlands Research is a multinational integrated clinical trial site organization that focuses on large-volume recruitment and retention of diverse, inclusive populations through extensive site databases and physician partnerships. With over 5,000 clinical trials successfully completed and a dedicated team of clinical research professionals, Headlands Research is committed to advancing innovative medical therapies to improve lives in various therapeutic areas, including CNS, mental health, and vaccines.

📋 Description

• Lead and supervise remote participant recruitment call center members and manage daily operations, workload, and performance • Translate site and study enrollment targets into weekly and daily recruitment goals • Build and maintain study-level recruitment funnel forecasts and determine required leads, recruiter activity, and call center capacity • Monitor funnel performance against forecasts, identify risks, and implement corrective actions • Own call center productivity and performance management across operational KPIs • Establish recruiter and study productivity expectations and rebalance workload as needs change • Conduct performance reviews, provide coaching, and escalate sustained performance gaps • Monitor and evaluate recruiter calls for communication quality, professionalism, prescreening effectiveness, and participant experience • Establish call quality standards and scorecards; use monitoring trends to inform training and performance improvement • Partner with site leaders and Recruitment leadership to align centralized recruitment activity with enrollment priorities and site constraints • Evaluate site- and funnel-level performance to identify lead-volume, operational, or site-capacity issues • Forecast recruiter capacity and staffing requirements • Manage lead queues, aging, follow-up cadence, and coverage for high-priority studies • Produce recurring operational reports and dashboards covering enrollment, funnel conversion, productivity, capacity, forecasts, risks, and corrective actions • Use recruitment systems, CRM/call center technology, automation, and AI-enabled tools to improve efficiency and scalability • Partner with Recruitment Systems/Technology resources on data capture, metric definitions, system utilization, and reporting • Implement process improvements to reduce time to contact, improve conversion, and increase recruiter productivity • Support study launches through call center readiness, recruiter coverage, lead routing, prescreening workflows, training, and handoffs • Escalate enrollment and operational risks with impact, root cause, recommended action, owner, and resolution timeline • Ensure recruitment and prescreening comply with GCP, regulatory, privacy, and ethical requirements

🎯 Requirements

• Proven experience managing patient recruitment, call center, contact center, or centralized recruitment operations; clinical research experience strongly preferred • Strong analytical ability with demonstrated experience interpreting operational and funnel data and converting findings into clear actions • Experience forecasting workload, staffing, capacity, or funnel requirements against defined performance targets • Demonstrated ability to manage team productivity, establish measurable expectations, coach performance, and hold team members accountable for results • Demonstrated experience monitoring calls and coaching recruiters or call center staff on communication quality, rapport building, active listening, objection handling, and participant/customer experience • Ability to balance productivity and conversion expectations with a professional, empathetic, participant-centered approach to recruitment interactions • Strong understanding of call center metrics, lead management workflows, service levels, conversion metrics, and operational performance management • Proficiency with CRM, call center, reporting, and workforce/productivity technologies; experience using automation or AI-enabled tools to improve efficiency is a plus • Ability to prioritize across multiple studies and rapidly adjust resources based on changing enrollment needs and performance • Strong problem-solving and root-cause analysis skills, including the ability to distinguish marketing/lead-volume issues from operational funnel or site-capacity constraints • Clear, concise communication skills with the ability to present performance, risks, forecasts, and recommended actions to operational and site leadership • Bachelor's degree in a relevant field preferred, or equivalent combination of education and experience • Three or more years of leadership experience in patient recruitment, call center/contact center, clinical research operations, or a related performance-driven environment preferred • Experience leading remote teams across multiple time zones preferred • General understanding of GCP, CFR, privacy requirements, and applicable state/provincial regulations • Demonstrated track record of using metrics, forecasting, and operational management to achieve defined performance outcomes