Manager, Donor Engagement

NMDP•Minneapolis, MN

6h•$80,000 - $100,000

About The Position

This position provides leadership and direction to the Donor Engagement functional area and related business processes. It ensures donor engagement, education, and timely processing through the initial phases of becoming a potential donor for a patient needing transplantation. The manager develops people, consistent processes, and partnerships to optimize donor availability and increase donor and transplant center satisfaction. The role establishes expectations, coaches staff, contributes to Donor Operations’ strategic and operational development with department leadership, and is responsible for department performance goals and project outcomes while maintaining NMDP standards. The manager provides daily oversight of Donor Engagement staff managing the Search function, supports quality, strategy, training, approved methodologies, customer feedback, and employee ideation, and leads team performance and continuous improvement. The role develops and mentors direct reports, oversees performance evaluations and competency assessments, maintains quality and regulatory compliance, improves donor processes, and resolves operational, clinical, and technical donor-management issues. The position also builds relationships with internal and external customers, departments, vendors, and business partners; participates in Donor Operations management and cross-functional projects; keeps current on HLA and blood stem cell transplantation; and works with IT and Donor Governance on multichannel processes, system enhancements, and technology capabilities. Duties must comply with NMDP procedures and standards and applicable laws and regulations.

Requirements

Bachelor’s degree.
Five years of leadership experience, including three or more years in a donor center, blood center, hospital, or clinical setting involving patients, donors, and/or volunteers.
Knowledge of project management principles.
Demonstrated ability to guide professionals and provide constructive feedback.
Advanced oral and written communication skills.
Proven public speaking or presentation skills and excellent customer service.
Demonstrated team-building and mentoring skills, strong leadership skills, and change-management skills.
Business-management experience, including ability to implement quality systems, records management, and organizational efficiency.
Intermediate computer skills, including Microsoft Word, Excel, and Internet use.
Availability for possible occasional overnight travel and flexibility to work outside core business hours, including evenings, weekends, and some holidays.
Valid driver’s license.
Experience in a structure that supports employee engagement, ideas, and ownership while driving department projects and strategic investments.

Nice To Haves

Operational knowledge of NMDP and its affiliated network centers is desirable.

Responsibilities

Provide daily departmental oversight of Donor Engagement staff managing the Search function.
Support department quality, strategy, training, approved methodologies, customer feedback, and employee ideation.
Coach staff on calls and provide feedback to maintain team standards.
Manage daily team leadership operations, including call-queue and team-inbox support coverage.
Reinforce standardized work across teams and individuals.
Lead goal-achievement initiatives for the Donor Engagement function.
Support new business opportunities with department leaders and internal partners, including Provider Services, Workup, and Recruitment.
Build a team culture focused on customer requirements, donor experience and availability, employee engagement, and NMDP’s mission.
Develop, coach, and mentor direct reports; motivate team members toward goal achievement.
Conduct team performance evaluations and champion staff professional development.
Lead staff through transitions, maintain an open-door policy, and communicate issues, ideas, and information openly.
Help develop team meeting agendas and facilitate routine team and individual meetings.
Mediate and resolve conflict and provide active de-escalation management.
Foster team morale, open dialogue, healthy team dynamics, and team health.
Maintain a culture of quality and regulatory compliance, including adherence to manufacturing requirements.
Analyze, define, maintain, and modify donor processes to identify efficiencies and improve service to donors, providers, transplant centers, and other stakeholders.
Oversee staff competency assessments and help develop training aligned with quality and department goals.
Ensure team quality and service levels for all member and donor touchpoints within Donor Engagement.
Manage employee-engagement results and address targeted or underperforming areas.
Maintain operational understanding of business software.
Resolve operational, clinical, and technical donor-management issues.
Write, review, or provide input on NMDP controlled documents, policies, and procedures as needed.
Develop and maintain strong relationships and process excellence with customers, departments, vendors, and business partners.
Serve on the Donor Operations management team and act as a resource to the Senior Manager, Donor Engagement, and Director, Donor Engagement.
Represent Donor Operations priorities to stakeholders.
Lead or participate in cross-functional teams and projects as needed.
Maintain current knowledge of HLA and blood stem cell transplantation by attending NMDP-sponsored meetings.
Work with IT and Donor Governance on multichannel processes, legacy enhancements, and new technology capabilities.
Perform duties in compliance with standard operating procedures, NMDP standards, applicable regulations and laws, and OSHA guidelines as applicable.
Perform other duties as assigned.
Be available for possible occasional overnight travel and work outside core business hours, including evenings, weekends, and some holidays.
Maintain a valid driver’s license.