Headlands Research

Operations

• 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

Participant Recruitment Operations Manager