Global Participant Operations Lead

Emapta Global; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO coverage for dependents

Office gyms access (24/7)

Annual leaves 20

Mentorship and training

Job summary

Emapta Philippines seeks a seasoned Participant Operations Specialist to lead outreach, recruitment, and scheduling for global UX studies. You will coordinate participant support, ensure smooth study delivery, and drive process improvements across offshore teams.

The role emphasizes excellent English communication, strong organizational skills, and experience with SaaS tools. The position offers onsite work at SM North EDSA, Quezon City, with competitive compensation and extensive benefits,

Qualifications

• More than 5 years of experience in participant-facing, coordination, or operational support roles within SaaS, research operations, customer service, or high-volume service environments.
• Excellent written English communication skills, with the ability to communicate clearly, warmly, and professionally with participants, experts, and clients.
• Strong phone and asynchronous outreach skills, including calls, personalized follow-ups, and professional response generation.
• Strong organizational skills, with the ability to manage reactive support queues and proactive outreach activities simultaneously.
• Sound judgment and prioritization skills, with the ability to distinguish urgent from important tasks and adjust priorities as demands change.
• Proficiency with SaaS tools, including Intercom or similar ticketing platforms, Slack, Notion, Google Workspace, CRM systems, and spreadsheets.
• Exposure to UX research, market research, participant recruitment, or panel management environments, preferred.
• Experience with offshore or distributed teams that support stakeholders across Australian, U.S., or UK time zones, preferred.

Responsibilities

• Conduct targeted outreach to niche professionals and participants required for research studies.
• Tailor outreach messages based on participant profiles, study requirements, and engagement objectives.
• Maintain accurate outreach logs across channels, messaging, response rates, timing, and outcomes.
• Capture recruitment insights and recommend improvements to screener design, incentives, and audience targeting.
• Contribute to continuous improvements across recruitment and participant fulfillment processes.
• Manage end-to-end participant scheduling and coordination for active research projects.
• Match participant availability with study sessions and stakeholder requirements.
• Maintain a single, accurate source of truth for availability, confirmations, and participation status.
• Coordinate communication among participants, experts, and project teams to support smooth study delivery.
• Document successful workflows, recurring challenges, and process improvements for future projects.
• Resolve participant inquiries related to payments, profiles, scheduling, and session logistics.
• Own participant issues through resolution and collaborate with other teams when required.
• Escalate complex issues with clear reproduction steps, screenshots, environment details, and supporting documentation.
• Record root causes, resolutions, and relevant tags in Intercom to support trend analysis and process improvements.
• Deliver responsive, participant-focused support throughout the research lifecycle.
• Monitor active studies, participant requirements, timelines, and delivery status.
• Identify participant, recruitment, and scheduling risks before they affect study delivery.
• Assess competing priorities and prioritize activities that support successful study outcomes.
• Escalate risks proactively with clear action plans and recommendations.
• Maintain operational excellence, keep studies on track, and address issues early.
• Collaborate with onshore teams across Australia, the United States, and the United Kingdom.
• Provide clear, structured updates on completed work, pending items, and required decisions.
• Adapt communication styles to different audiences, stakeholders, and business situations.
• Communicate changes, risks, dependencies, and requirements proactively across time zones.
• Support effective asynchronous collaboration through concise, context-rich communication.
• Analyze recurring participant issues, recruitment blockers, and coordination challenges to identify improvement opportunities.
• Recommend, refine, and implement workflow and process improvements.
• Maintain accurate operational documentation and knowledge resources within Notion and related platforms.
• Analyze operational metrics, ticket volumes, conversion rates, and resolution data to support recommendations.
• Maintain high standards for research support, participant experience, and operational excellence.

Skills

Excellent written English

Outreach skills

Organizational skills

Participant communication

Data literacy

offshore teams experience

Tools

Intercom

Slack

Notion

Google Workspace

CRM systems

Spreadsheets

Job description

Emapta Philippines seeks a seasoned Participant Operations Specialist to lead outreach, recruitment, and scheduling for global UX studies. You will coordinate participant support, ensure smooth study delivery, and drive process improvements across offshore teams.

The role emphasizes excellent English communication, strong organizational skills, and experience with SaaS tools. The position offers onsite work at SM North EDSA, Quezon City, with competitive compensation and extensive benefits,