Director of Research Operations

KLAS Research•Pleasant Grove, UT

14h•$130,000•Hybrid

About The Position

The Director of Research Operations leads and oversees all research collection operations at KLAS Research. This role is responsible for ensuring outreach, data collection, and research execution are efficient, high-quality, and aligned with organizational goals. The Director partners closely with managers to strengthen operations, develop people, establish performance metrics, and continuously improve how we deliver trusted healthcare research.

Requirements

Proven senior leadership experience in operations
Experience leading teams in an outbound contact center environment
Strong communication, coaching, and stakeholder management skills
Proficiency with project management and contact center tools
Data-driven mindset with experience in performance metrics
Commitment to building a strong, positive organizational culture

Nice To Haves

Lean principles experience preferred
Advanced graduate degree preferred (MBA, MHA, MPA, or similar)

Responsibilities

Lead and develop managers across research teams, setting clear expectations and accountability
Own end-to-end research operations, ensuring timely, high-quality project execution
Establish, refine, and enforce SOPs, KPIs, and best practices
Drive continuous improvement in research, outreach, and operational processes
Use performance data to optimize outreach, provider experience, and research outcomes
Ensure timely collection of Best in KLAS data and full ratings for priority solutions
Balance outreach performance with policies that protect providers from over-contacting
Optimize resources, reduce waste, and ensure teams have the tools to succeed
Partner with stakeholders to align research efforts with organizational goals
Participate in research calls and model best-in-class research practices
Build and maintain strong relationships with VIP research participants