Manager, Donor Engagement

NMDP•Minneapolis, MN

15h

About The Position

This position provides leadership and direction for 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 staff, consistent processes, and partnerships to optimize donor availability and promote donor and transplant center satisfaction. The manager sets expectations, clarifies staff roles and accountabilities, and coaches the team to support high performance. In partnership with department leadership, the manager contributes to Donor Operations strategic and operational development and is accountable for department performance goals and project outcomes while maintaining NMDP standards. The manager oversees Donor Engagement staff responsible for Search, supporting quality, strategy, training, approved methods, customer feedback, and employee ideas. The role leads team operations, coaching, goal achievement, quality assurance, process improvement, and staff development. It also represents Donor Operations priorities, supports cross-functional work and technology improvements, and ensures compliance with applicable procedures, standards, regulations, and laws.

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 work with patients, donors, and/or volunteers.
Knowledge of project management principles.
Skill in guiding professionals and providing constructive feedback.
Advanced oral and written communication skills.
Public speaking or presentation skills and excellent customer service.
Team-building and mentoring skills, strong leadership, and change-management skills.
Business management experience, including the ability to implement quality systems, records management, and organizational efficiency.
Intermediate computer skills, including Microsoft Office software, Word, Excel, and internet use.
Valid driver’s license.
Availability for possible occasional overnight travel and flexibility to work outside core business hours, including evenings, weekends, and some holidays.
Experience as part of a structure supporting employee engagement, ideas, and ownership while driving department projects and strategic investments.

Nice To Haves

Operational knowledge of NMDP and its affiliated network centers.

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.
Provide regular call coaching and feedback to maintain team standards of excellence.
Manage day-to-day team leadership operations, including call queue and team inbox support coverage.
Reinforce standardization of 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.
Develop, coach, and mentor direct reports; motivate team members around goal achievement.
Deliver team performance evaluations and champion staff professional development.
Lead staff through transitions, encourage staff to voice concerns, and share ideas and information openly.
Help develop team meeting agendas and facilitate routine team and individual staff meetings.
Mediate and resolve conflict and provide active de-escalation management.
Promote team morale, open dialogue, healthy team dynamics, and initiatives that support team health.
Maintain a culture of quality and regulatory compliance, including adherence to manufacturing requirements.
Analyze, define, maintain, and modify donor processes to identify operational efficiencies and improve service to donors, providers, transplant centers, and other stakeholders.
Oversee staff competency assessments and help develop training that supports quality and department goals.
Ensure team quality and service-level requirements are met across Donor Engagement member and donor touch points.
Use employee engagement results to improve targeted or underperforming areas.
Maintain an operational understanding of business software.
Resolve operational, clinical, and technical issues related to donor management.
Write, review, or provide input on NMDP controlled documents, policies, and procedures as needed.
Develop and maintain strong relationships and process excellence with internal and external customers, departments, vendors, and business partners.
Serve as a member of the Donor Operations management team and as a resource to the Senior Manager, Donor Engagement, and Director, Donor Engagement.
Advocate and 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 appropriate new technology capabilities.
Perform duties in compliance with standard operating procedures, NMDP standards, applicable regulations and laws, including CFR and FDA guidance, and OSHA guidelines as applicable.
Perform other duties as assigned.