Participant Recruitment Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and oversee remote participant recruitment call center personnel while managing daily operations, workload, and performance.

• Convert site and study enrollment objectives into weekly and daily recruitment targets.

• Develop and maintain study-level recruitment funnel forecasts, determining necessary leads, recruiter activities, and call center capacity.

• Track funnel performance against forecasts, identify potential risks, and implement corrective measures.

• Take ownership of call center productivity and performance management focused on operational key performance indicators (KPIs).

• Set productivity expectations for recruiters and studies, adjusting workload as necessary.

• Conduct performance evaluations, provide coaching, and escalate ongoing performance issues.

• Monitor and assess recruiter calls for quality of communication, professionalism, effectiveness of prescreening, and participant experience.

• Develop call quality standards and scorecards; utilize monitoring trends to guide training and performance enhancements.

• Collaborate with site leaders and Recruitment leadership to synchronize centralized recruitment efforts with enrollment priorities and site limitations.

• Assess site- and funnel-level performance to detect lead-volume, operational, or site-capacity challenges.

• Anticipate recruiter capacity needs and staffing requirements.

• Manage lead queues, aging, follow-up schedules, and coverage for high-priority studies.

• Generate regular operational reports and dashboards detailing enrollment, funnel conversion, productivity, capacity, forecasts, risks, and corrective actions.

• Leverage recruitment systems, CRM/call center technologies, automation, and AI-enabled tools to enhance efficiency and scalability.

• Collaborate with Recruitment Systems/Technology teams on data collection, metric definitions, system usage, and reporting.

• Implement process enhancements to decrease contact time, boost conversion rates, and elevate recruiter productivity.

• Support study launches by ensuring call center readiness, recruiter coverage, lead routing, prescreening workflows, training, and transitions.

• Escalate enrollment and operational risks, detailing impact, root cause, recommended actions, responsible parties, and resolution timelines.

• Ensure that recruitment and prescreening adhere to Good Clinical Practice (GCP), regulatory, privacy, and ethical standards.

⛳️ Requirements

• Demonstrated experience in managing patient recruitment, call centers, contact centers, or centralized recruitment operations; clinical research experience is highly desirable.

• Strong analytical skills with proven experience in interpreting operational and funnel data, translating findings into actionable steps.

• Experience in forecasting workload, staffing, capacity, or funnel requirements against established performance targets.

• Proven ability to manage team productivity, set measurable expectations, coach team members, and hold them accountable for outcomes.

• Demonstrated experience in 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-focused approach to recruitment interactions.

• Strong understanding of call center metrics, lead management workflows, service levels, conversion metrics, and operational performance management.

• Proficient with CRM, call center, reporting, and workforce/productivity technologies; experience with automation or AI-enabled tools to enhance efficiency is advantageous.

• Capability to prioritize across multiple studies and quickly adjust resources based on evolving enrollment needs and performance.

• Strong problem-solving and root-cause analysis abilities, including the capacity to differentiate between marketing/lead-volume issues and operational funnel or site-capacity constraints.

• Clear and 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 an equivalent combination of education and experience.

• A minimum of three years of leadership experience in patient recruitment, call center/contact center, clinical research operations, or a similar performance-driven environment is preferred.

• Experience leading remote teams across various time zones is preferred.

• General understanding of GCP, CFR, privacy regulations, and applicable state/provincial laws.

• Proven track record of utilizing metrics, forecasting, and operational management to achieve specified performance outcomes.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive team environment and company culture.