About the role
Overview
Job Summary:
The Manager, PERC (EU) plays a pivotal role in overseeing the operational excellence of the call center. This position involves the management and leadership of processes dedicated to continuous improvement within the recruitment department. The primary focus is on delivering exceptional patient customer service, optimizing quality management, workforce planning, recruitment strategies, coaching, and training.
Responsibilities
Duties/Responsibilities:
Site Relationship Management
Serve as the main point of contact for clinical sites regarding patient engagement, recruitment processes, and PERC initiatives.
Build and maintain strong, collaborative relationships with Study Coordinators, Investigators, and site support teams.
Conduct monthly site & GP Outreach touch base meetings to understand site-specific operational needs, enrollment challenges, capacity constraints, and optimization opportunities.
Act as a trusted advisor to sites, ensuring recruitment approaches are customized to each site’s unique requirements while maintaining program consistency.
Operational Support & Execution
Provide hands-on guidance and support to PERC on recruitment tools, referral workflows, engagement materials, and PERC-supported technology platforms.
Troubleshoot site-level barriers related to lead quality, documentation completeness, cycle times, enrollment drop-off, or patient experience; escalate issues as appropriate.
Partner closely with the Senior Director, PERC and internal stakeholders to design recruitment-specific workflows, communication plans, and engagement strategies.
Ensure PERC clearly understand expectations, best practices, and escalation pathways.
Performance Monitoring & Reporting
Monitor and track PERC and site-level enrollment performance, including referral volume, screening activity, enrollment conversion, retention, and cycle-time metrics.
Gather and synthesize site feedback on lead quality, documentation processes, SOP adherence, and operational friction points.
Identify trends, risks, gaps, and best practices across the site networks to inform program improvements and leadership decision-making.
Develop and deliver regular performance summaries with clear, actionable recommendations.
Key Competencies
Relationship building & stakeholder engagement
Problem-solving & operational troubleshooting
Data-informed decision making
Ability to adapt across diverse sites, studies, and geographies
Strong written, Verbal and presentation skills
Customer-service mindset grounded in patient-centricity
Qualifications
Required Skills/Abilities:
Deep knowledge of leading and implementing call center operational strategies and solutions.
Exceptional leadership and management skills with the ability to inspire and motivate teams.
Outstanding communication and interpersonal skills to cultivate relationships with patients, investigators, and sponsors.
Data-driven mindset with the capability to analyze recruitment metrics and make informed decisions.
Proficiency in utilizing customer relationship management (CRM) software and call center technologies.
Familiarity with marketing and outreach strategies to effectively engage with target patient populations.
Ability to manage multiple projects concurrently and prioritize tasks in a fast-paced environment.
Willingness to travel for work-related purposes (up to 10% travel) for project team meetings, client presentations, and other professional meetings/conferences as necessary.
Education and Experience:
Must be able to speak English, German and Polish fluently
Bachelor's degree in a relevant field (e.g., healthcare, life sciences, communications, marketing) preferred or equivalent years of experience
A minimum of six (6) years of experience in clinical research or healthcare environments
Three (3) to five (5) years of Line Management Experience preferred; Or equivalent combination of education, training, and experience.
One (1) or more years of experience in a call center environment.
A combination of education, training, and experience to meet the position requirements and responsibilities.
NOTE: The above Job Description is intended to communicate the general function of the position mentioned and by no means should be considered an exhaustive or complete outline of the specific tasks and functions that will be required. Additionally, specific tasks and duties of the position are subject to change as the Company, the department and circumstances change. All employees are expected to perform their duties within their ability as required by the job and/or as requested by management.
Originally posted on Himalayas