Participant Operations Specialist | Onsite | Quezon City | Rotating Shift

Emapta; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Office in Quezon City

Fixed weekends off

Salary Advances via partner bank

Emapta Academy upskilling

Job summary

Emapta Philippines seeks a Participant Operations Specialist to recruit niche professionals, coordinate studies, and resolve participant needs, enabling smooth delivery of global research projects. You will collaborate with teams across Australia, US, and UK, ensuring timely communication and quality participant experiences.

The role requires strong English communication, excellent organizational skills, and hands-on experience with SaaS tools like Intercom, Slack, and Notion.

Qualifications

• 5+ years in participant-facing, coordination, or operational support roles within SaaS, research ops, or high-volume service environments.
• Excellent written English communication with participants, experts, and clients.
• Strong phone and asynchronous outreach skills with personalized follow-ups.
• Solid organizational skills to manage queues and proactive outreach.

Responsibilities

• Conduct targeted outreach to niche professionals and participants required for studies.
• Coordinate end-to-end scheduling and match availability with study sessions.
• Resolve participant inquiries related to payments, profiles, scheduling, and session logistics.

Skills

Outreach targeting

English communication

Organization & prioritization

Phone & async outreach

SaaS/operational support

Pattern recognition

Tools

Intercom

Slack

Notion

Google Workspace

CRM systems

Spreadsheets

Job description

Power Better Research Through Smarter Participant Recruitment

Our client is a global research technology platform that helps organizations connect with verified participants and transform human perspectives into actionable insights. They provide an end-to-end solution for participant recruitment, screening, scheduling, research sessions, incentives, and AI-powered analysis. Supporting UX, product, market, and customer research, they connect businesses with millions of participants across global markets, enabling research teams to reach specialized audiences, accelerate studies, and make confident decisions grounded in authentic human feedback.

About the Role

Great research starts with the right people. As a Participant Operations Specialist, you'll recruit niche professionals, coordinate studies, resolve participant needs, and keep projects moving across the global research technology industry. Build specialized research operations expertise, collaborate across international markets, and take your global career further with Emapta.

Your Global Career at a Glance

• Employment Type: Full-time
• Shift: Rotating Shift (Monday to Friday), Weekends Off
• Work Setup: Onsite, SM North, Quezon City

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Quezon City (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leave credits to be used at your discretion, all unused credits carried over and available until the end of the following year
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Essential 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, with the ability to conduct calls, send personalized follow-ups, and encourage responses professionally
• Strong organizational skills, with proven 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
• Ability to diagnose common web application issues and replicate participant-reported problems for engineering escalation
• Strong pattern-recognition skills, with the ability to identify recurring issues and translate findings into process or documentation improvements

Desirable Qualifications

• Exposure to UX research, market research, participant recruitment, or panel management environments
• Experience within offshore or distributed teams supporting stakeholders across Australian, US, or UK time zones
• Experience in scheduling, coordination, or operations roles involving multi-party availability management
• Experience creating or maintaining help documentation, FAQs, knowledge bases, or internal playbooks
• Familiarity with LinkedIn outreach, email cadence tools, or structured outbound workflows
• Experience working with subject-matter experts or professional participants where credibility and communication quality are critical
• Strong data literacy, including the ability to interpret dashboards, calculate conversion rates, and communicate insights in plain English

Your Daily Tasks

Outreach & People-Driven Recruitment

• 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, including 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.

Coordination & Scheduling

• 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.

Participant Support & Issue Resolution

• 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.

Delivery Monitoring & Risk Management

• Monitor active studies, participant requirements, timelines, and delivery status.
• Identify participant, recruitment, and scheduling risks before they affect study delivery.
• Assess competing priorities and focus on activities that support successful study outcomes.
• Escalate risks proactively with clear action plans and recommendations.
• Maintain operational excellence by keeping studies on track and addressing issues early.

Global Team Support

• 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.

Continuous Improvement & Reporting

• 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.

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.