[Hiring] Participant Recruitment Operations Manager @Headlands Research

Role Description

The Participant Recruitment Operations Manager is responsible for the day-to-day operational performance of the centralized patient recruitment function and recruitment call center. This role translates study-level enrollment requirements into actionable recruitment workload, staffing, productivity, and funnel goals; monitors performance against those expectations; and takes timely corrective action when enrollment is at risk.

The Manager leads a remote team of patient recruiters and is accountable for:

• Call center execution
• Lead management
• Pre-screening productivity
• Call quality
• Participant experience
• Recruiter coaching
• Funnel forecasting
• Capacity planning
• Performance reporting
• Consistent operational processes across studies and sites

Success requires a strong command of recruitment data, the ability to identify funnel leakage and operational barriers, and disciplined follow-through to ensure recruitment resources align with current and forecasted enrollment needs while maintaining a professional, empathetic, and participant-centered recruitment experience.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Remote Pay Range: $95,000 — $120,000 USD

Company Description

At Headlands Research, we are dedicated to enhancing clinical trial delivery within our communities. As a leading network of advanced clinical trial sites, we leverage cutting-edge technology and exceptional support services to broaden outreach and participation. Founded in 2018, our rapidly growing company currently operates 20+ sites across the US and Canada, with plans for further expansion.