Participant Recruitment Operations Manager

Headlands Research

. Lead and supervise remote participant recruitment call center members and manage daily operations, workload, and performance .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $95,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing patient recruitment and call center operations, with a strong focus on performance management, data analysis, and compliance with regulatory standards. Proficient in utilizing CRM and call center technologies to enhance recruitment efficiency and team productivity.

Highest-signal resume keywords

Patient Recruitment ManagementCall Center OperationsData Analysis and InterpretationPerformance ManagementGCP Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Performance ManagementForecasting Workload and CapacityCall Monitoring and CoachingLead Management WorkflowsMetrics and Reporting

Soft Skills

Clear CommunicationProblem-SolvingEmpathyTeam LeadershipCoaching and Accountability

Tools & Technologies

CRM SystemsCall Center TechnologyAutomation ToolsAI-Enabled ToolsReporting Technologies

Industry Keywords

Clinical ResearchGCPCFRPrivacy RequirementsRecruitment Funnel

Tech Stack

Tools & technologies

Google Cloud Platform

About the role

Key responsibilities & impact

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

What you’ll need

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