POSITION SUMMARY:
This position leads the Donor Operations staff in Mexico, managing all aspects of donor operations including search, workup, and kitmaking. The role focuses on optimizing donor availability, enhancing donor satisfaction, and simplifying processes for customers. Key responsibilities include developing people, processes, and partnerships, and contributing to strategic and operational planning in collaboration with various leadership teams. The leader is accountable for meeting departmental performance goals, overseeing project outcomes, maintaining NMDP standards, and fostering a positive workplace culture.

Donor Operations Management:

• Enhance and maintain efficient processes for donor management, including training, methodologies, and feedback.
• Oversee daily operations and staff workload distribution.
• Identify and implement standardization and efficiency improvements.
• Monitor and evaluate team metrics and performance.
• Drive goal achievement for the Donor Operations Team.

Team Leadership:

• Recruit, train, and supervise staff, providing mentorship and performance evaluations.
• Support staff development through coaching and feedback.
• Resolve issues with donors and vendors, and lead customer service efforts.
• Foster a positive team culture and handle conflict resolution.
• Guide staff through transitions and maintain open communication.
• Support business opportunities and other assigned duties.

Quality Assurance and Continuous Improvement:

• Ensure processes align with NMDP standards in Mexico, maintaining documentation like SOPs.
• Promote a culture of quality and compliance with manufacturing requirements.
• Oversee employee training and development for quality and departmental goals.
• Address employee engagement and performance issues.

General Accountabilities:

• Build strong relationships with customers, departments, vendors, and partners.
• Serve on the Patient and Provider Services leadership team, supporting the General Director of NMDP Mexico.
• Participate in cross-functional projects and stay updated on relevant medical knowledge.
• Ensure compliance with all relevant procedures, standards, and regulations.
• Perform additional duties as needed.

REQUIRED QUALIFICATIONS:
Knowledge of:
Knowledge of project management principles and budget administration; Demonstrated skill to guide and provide constructive feedback to professionals; Advanced oral and written communication skills; proven public speaking or presentation skills along with excellent customer service.

Ability to:

• Demonstrated skill in team building/mentoring, strong leadership skills; and business management experience including the ability to implement quality systems, records management, and organizational efficiency.
• Intermediate computer skills including Microsoft Office software including Word, Excel, and Internet use.
• Demonstrate skill in team building, mentoring, and coaching
• Lead and manage high performing teams
• Provide change management and leadership in a fast-paced environment including making sound decisions with incomplete information
• Be available for possible occasional overnight/out of town travel and flexibility to work outside of core business hours (evenings, weekends, and some holidays) is necessary.

Education and/or Experience:

• Bachelor’s degree in a health-related field. Upon evaluation, equivalent related experience and/or education in addition to the required experience outlined below may be substituted for the degree requirement.
• Three to five years of leadership experience including at least three years in a donor center, blood center, hospital, or clinical setting that included experience working with patients, donors, and/or volunteers.

Other Requirements:

• Availability for possible occasional overnight travel and flexibility to work outside of core business hours (evenings, weekends, and some holidays) is necessary.
• Has been a part of a structure that helps support employee engagement of ideas/ownership while driving department projects and strategic investment.