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About the role
Key responsibilities & impact- Lead and direct the Donor Engagement functional area and related business processes
- Ensure donor engagement, education, and timely processing during initial donor-to-patient matching phases
- Develop people, consistent processes, and partnerships to optimize donor availability and donor/transplant-center satisfaction
- Set expectations, establish accountabilities, and coach staff to drive high performance
- Contribute to Donor Operations strategic and operational development
- Oversee Donor Engagement staff managing the Search function
- Support quality, strategy, training, approved methodologies, customer feedback, and employee ideation
- Provide regular call coaching and feedback to staff
- Manage daily team operations, including call queue and team inbox coverage
- Lead goal-achievement initiatives and support new business opportunities with internal partners
- Develop, coach, mentor, motivate, and evaluate direct reports
- Facilitate team and individual meetings and support staff through transitions
- Mediate and resolve conflict and provide de-escalation management
- Maintain quality and regulatory compliance, including manufacturing requirements
- Analyze and improve donor processes and operational efficiency
- Oversee competency assessments and support quality-focused training
- Resolve operational, clinical, and technical donor-management issues
- Write, review, or provide input on controlled documents, policies, and procedures
- Maintain relationships with internal and external customers, vendors, and business partners
- Serve on the Donor Operations management team and support senior leadership
- Lead or participate in cross-functional teams and projects
- Maintain knowledge of HLA and blood stem cell transplantation
- Collaborate with IT and Donor Governance on multichannel processes, legacy enhancements, and new technology
- Comply with NMDP procedures, standards, regulations, FDA guidance, OSHA guidelines, and applicable laws
Requirements
What you’ll need- Bachelor’s degree
- Five years of leadership experience, including three or more years in a donor center, blood center, hospital, or clinical setting
- Experience working with patients, donors, and/or volunteers
- Knowledge of project management principles
- Skill guiding and providing constructive feedback to professionals
- Advanced oral and written communication skills
- Public speaking or presentation skills
- Excellent customer service skills
- Team building, mentoring, leadership, and change management skills
- Business management experience, including implementing quality systems, records management, and organizational efficiency
- Intermediate computer skills, including Microsoft Word, Excel, and Internet use
- Occasional overnight travel availability
- Flexibility to work evenings, weekends, and some holidays outside core business hours
- Valid driver’s license
- Experience supporting employee engagement, department projects, and strategic investments
Benefits
Comp & perks- Medical benefits
- Dental benefits
- Vision benefits
- Life insurance
- Disability benefits
- Accident, critical illness, and hospital benefits
- Well-being benefits
- Legal benefits
- Identity theft benefits
- Pet benefits
- Retirement plans
- Paid time off and holidays
- Leave benefits
- Incentive plans for eligible employees