Manager, Workup

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Oversee and guide the Donor Services Workup team to efficiently and safely process selected donors through the stages of qualification, collection, and recovery.

• Actively seek opportunities for team collaboration across various functions, departments, and groups while eliminating service obstacles.

• Set performance standards and coach team members to achieve exceptional results.

• Recruit, train, manage, mentor, and assess the Workup staff.

• Direct daily donor management operations and allocate workloads among assigned personnel.

• Propel initiatives aimed at goal attainment through regular performance monitoring on a weekly and monthly basis.

• Encourage employee development and learning through coaching, feedback, and performance assessments.

• Resolve issues related to donors and vendor partners, intervening as necessary to ensure favorable outcomes.

• Lead customer service efforts for both donors and external stakeholders.

• Oversee, track, and periodically review performance metrics and reports.

• Identify opportunities for standardization and efficiency, supporting change control processes.

• Implement performance recognition and employee engagement initiatives.

• Create agendas and facilitate regular team and individual meetings.

• Foster a culture of quality assurance and optimal performance.

• Execute continuous improvement strategies for donors, Case Management, Transplant Centers, and other stakeholders.

• Provide advice and support for Donor Quality initiatives, including call coaching, file reviews, and competency evaluations.

• Analyze and adapt donor processes to enhance operational efficiencies.

• Maintain a solid understanding of business software operations and manage upgrades.

• Address operational, clinical, and technical issues related to donor management.

• Draft, review, or contribute to NMDP SOPs as needed.

• Ensure adherence to regulatory compliance for both employees and teams, participating in internal and external audits.

• Act as a resource for the Director, Senior Manager, and Manager.

• Engage in cross-functional teams, project brainstorming, and facilitation.

• Provide insights on budget planning and staffing forecasts.

• Identify business opportunities and enhance relationships with vendors and partners, including apheresis/collection centers, phlebotomy, filgrastim, and third-party physical examination providers.

• Execute responsibilities in accordance with SOPs, NMDP standards, CFR, FDA guidance, OSHA guidelines, and relevant laws.

• Carry out additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in a health-related discipline; equivalent relevant experience and/or education may be considered upon review.

• 3–5 years of leadership experience, with at least 3 years in a supervisory role within a donor center, hospital, blood center, or clinical environment.

• Three years of experience in another relevant NMDP role may be accepted as a substitute.

• Experience in managing operational functions, business processes, and procedures on behalf of a larger program.

• Understanding of project management principles and budget management.

• Proficiency in offering guidance and constructive feedback to professionals.

• Skills in team building, mentoring, and coaching.

• Capability to lead and manage high-achieving teams.

• Business management experience, including the implementation of quality systems, records management, and organizational efficiency.

• Experience in change management and leadership within a fast-paced setting.

• Intermediate computer proficiency, including Microsoft Word, Excel, and internet navigation.

• Strong oral and written communication abilities.

• Demonstrated public speaking and presentation skills.

• Exceptional customer service skills.

• Willingness to travel occasionally for overnight or out-of-town assignments.

• Flexibility to work outside standard business hours, including evenings, weekends, and certain holidays.

• Experience in a regulated environment is highly preferred.

• A combination of proven program leadership and people management experience is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life and disability coverage.

• Accident, critical illness, and hospital benefits.

• Well-being initiatives.

• Legal assistance benefits.

• Identity theft protection.

• Pet care benefits.

• Retirement savings plan.

• Paid time off and holiday leave.

• Leave benefits.

• Incentive programs for eligible employees.

• Remote work options.