DOCS Operations Manager
About the role
This vacancy has now expired. Please click here to view live vacancies.
POSITION SUMMARY
Effectively manage Contract Placement Consultants (CPCs), ensuring high performance, quality delivery of client objectives and continuous development of DOCS CPCs.
JOB FUNCTIONS / RESPONSIBILITIES
The responsibilities of the Operations Manager include, but are not limited to:
CPC MANAGEMENT
- Complete DOCS induction and orientation for newly employed CPCs.
- Ensure client-specific induction and orientation is planned, communicated and completed.
- Establish goals and objectives for each CPC.
- Monitor performance and conduct annual appraisal for each CPC, as applicable.
- Conduct regular 1:1 meetings with assigned CPCs.
- Ensure timely submission and approval of time reports, expense reports and leave requests for assigned CPCs.
- Manage non-rechargeable expenses for assigned CPCs, per regional guidelines.
- Create a positive relationship between DOCS, the CPC and the client to ensure retention.
- Conduct accompanied site visits, if applicable / approved.
- Ensure timely identification, resolution and escalation of issues.
- Implement, monitor and ensure appropriate completion of a Corrective Action Plan, if required.
- Monitor and update relevant CPC data in OMNI.
CLIENT RELATIONSHIP MANAGEMENT
- Establish routine teleconference and meeting schedule with client contact(s) to effectively manage client relationship.
- Obtain regular client feedback to ensure CPCs are meeting performance expectations and PDPs are aligned with client goals.
- Agree Key Performance Indicators (KPIs) with client and periodically review results.
- Ensure compliance with time and expense reporting requirements of client contracts.
- Collaborate with client to forecast resource requirements.
- Ensure DOCS understands current client procedures and expectations.
- Proactively plan for contract extensions, completions and terminations in collaboration with client and relevant DOCS departments.
DOCS BUSINESS PROCESS MANAGEMENT
- Participate in Business Development activities, as appropriate.
- Contribute to process improvement initiatives, as requested.
- Up to 20% domestic and/or international travel, as needed.
- Other duties as assigned.
Senior Operations Managers will perform these job functions and responsibilities across
complex and diverse CPC assignments and strategic client relationships.
Impactful work. Meaningful careers. Quality rewards.
At ICON, our employees are our greatest strength. That’s why we are committed to empowering you to live your best life, both inside and outside of work. Whether your ambition is lead a global team, become a deep scientific or technical expert, work in-house with our customers or gain experience in a variety of different ICON functions, we will support you in realising your full potential. Learn more about Our Culture at ICON
Day in the life
Teaser label
IndustryContent type
BlogsPublish date
04/03/2026
Summary
Understanding Central Monitoring vs On Site Monitoring Monitoring is a core component of clinical trial oversight. It ensures that studies are conducted in line with the protocol, that data is re
Teaser label
Our PeopleContent type
BlogsPublish date
03/26/2026
Summary
Why Francis returned to ICON: building a long-term career in clinical research Francis Kayamba is a Clinical Research Associate based in Johannesburg, South Africa. He first joined ICON in February
Teaser label
Our PeopleContent type
BlogsPublish date
03/24/2026
Summary
Career paths are rarely straightforward, especially in the fast moving world of clinical research. For many professionals, gaining experience across organisations can provide valuable perspectiv
Similar jobs at ICON
Salary
Location
Australia, Sydney
Location
Sydney
Remote Working
Office Based
Business Area
ICON Strategic Solutions
Job Categories
Study Start Up
Job Type
Temporary Employee
Description
Role: Study Site Support Specialist (Level 3)0.6 FTE | Fixed‑term: May–November 2026 (with potential to extend) Location: Sydney, NSW – Liverpool & CampbelltownWe are seeking an experienced Study Site
Reference
JR146153
Expiry date
01/01/0001
Author
Krisztina AuthAuthor
Krisztina AuthSalary
Location
US, Blue Bell (ICON)
Location
Blue Bell
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Patient Recruitment
Job Type
Permanent
Description
We are currently seeking a Site Engagement Liaison to join our diverse and dynamic team. As a Site Engagement Liaison at ICON, you will play a pivotal role in fostering relationships with clinical tri
Reference
JR147677
Expiry date
01/01/0001
Author
Kala MurphyAuthor
Kala MurphySalary
Location
United States of America
Location
Multiple US Locations
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Trial Support
Job Type
Permanent
Description
We are currently seeking a Clinical Trial Assistant (CTA) to join our diverse and dynamic team. In this role, you will play a key part in supporting Trial Master File (TMF) operations, with a strong f
Reference
JR147028
Expiry date
01/01/0001
Author
Kala MurphyAuthor
Kala MurphySalary
Location
Atlanta,GA
Location
Atlanta
Maryland
North Carolina
Florida
Philadelphia, PA
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
As a Clinical Research Associate you will be joining the world’s largest & most comprehensive clinical research organization, powered by healthcare intelligence.What you will be doing:Implements and m
Reference
JR148386
Expiry date
01/01/0001
Author
Monica HawkinsAuthor
Monica HawkinsSalary
Location
Mexico, Mexico City
Location
Mexico City
Remote Working
Remote or Office
Business Area
ICON Full Service & Corporate Support
Job Categories
Contracts Administration
Job Type
Permanent
Description
We are currently seeking a Site Contracts Negotiator II to join our diverse and dynamic team. As a Site Contracts Negotiator II at ICON, you will independently manage the negotiation and execution of
Reference
JR137461
Expiry date
01/01/0001
Author
Olivia MolinaAuthor
Olivia MolinaSalary
Location
Brazil, Sao Paulo
Location
Sao Paulo
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
We are currently seeking a Clinical Research Associate II to join our diverse and dynamic team. As a Clinical Research Associate II at ICON, you will play a pivotal role in designing and analyzing cli
Reference
JR138161
Expiry date
01/01/0001
Author
Bruna DuarteAuthor
Bruna Duarte