Donor Services Operations Manager, Fixed Site Collections

SUMMARY OF DUTIES

For more than 77 years, SunCoast Blood Centers has served as the local community blood bank dedicated to saving lives across Southwest Florida. We are privileged to bring people together to save lives through innovative blood services and therapies. The Operations Manager, Fixed Site Collections plays a critical leadership role in supporting this mission by ensuring safe, efficient, and donor-centered collection operations across our communities.

ESSENTIAL JOB FUNCTIONS

• Demonstrates knowledge required to effectively oversee donor collection operations.
• Ensures compliance with all applicable SOPs, policies, and regulatory standards.
• Maintains accuracy, efficiency, and accountability in operational oversight.
• Demonstrates sound judgment and effective decision-making in daily operations.
• Performs effectively in high-pressure or rapidly changing operational situations.
• Identifies operational inefficiencies and supports process improvement initiatives.

COMMUNICATION AND INTERPERSONAL SKILLS

• Communicates professionally and effectively with employees, donors, leadership, and community partners.
• Promotes teamwork, accountability, and positive employee engagement.
• Provides timely communication regarding operational updates, staffing needs, and organizational changes.
• Maintains confidentiality in verbal, written, and electronic communications.
• Demonstrates professionalism and conflict resolution skills in challenging situations.

EDUCATION AND DEVELOPMENT

• Participates in ongoing educational and leadership development opportunities.
• Attends required organizational, departmental, and safety meetings.
• Supports employee development, onboarding, training, and competency oversight.
• Serves as a resource and mentor for frontline leadership and staff.

ORGANIZATIONAL MISSION, GOALS, AND VALUES

• Demonstrates support for SunCoast Blood Centers’ mission, vision, values, and operational goals.
• Promotes donor-centered service and operational excellence.
• Supports organizational efficiency, stewardship of resources, and continuous improvement efforts.
• Adheres to all organizational policies, safety practices, and compliance standards.

KEY RESPONSIBILITIES

Operational Leadership

• Provide direct operational oversight for assigned fixed site donor collection operations.
• Support mobile collection operations as needed based on staffing or operational demands.
• Ensure adequate staffing coverage and operational readiness across assigned areas.
• Respond to operational issues, call-offs, donor concerns, and staffing challenges in a timely manner.
• Assist with developing staffing plans and operational schedules to support collection goals and donor needs.

Staff Leadership and Accountability

• Supervise, coach, and develop frontline leadership and donor services staff.
• Participate in interviewing, hiring, onboarding, and performance management activities.
• Conduct performance reviews, coaching conversations, and corrective action processes as needed.
• Foster a culture of accountability, teamwork, professionalism, and service excellence.

Donor Experience and Customer Service

• Promote a positive donor experience across all collection operations.
• Address donor concerns, complaints, and adverse reactions appropriately and timely.
• Ensure donor suitability and collection procedures are conducted in accordance with SOPs and regulatory requirements.
• Support donor retention efforts through exceptional customer service and operational consistency.

Regulatory Compliance and Quality

• Maintain compliance with FDA, AABB, OSHA, HIPAA, and organizational standards.
• Support quality investigations, corrective actions, and operational audits.
• Ensure equipment maintenance, quality control activities, and documentation requirements are completed appropriately.
• Monitor operational trends and implement corrective actions when necessary.

Operational Performance and Continuous Improvement

• Monitor productivity, collection performance, staffing efficiency, and operational metrics.
• Aid in identifying opportunities to improve workflow, donor throughput, and employee efficiency.
• Support implementation of operational initiatives, technology improvements, and process enhancements.
• Collaborate with leadership to meet departmental and organizational goals.

Communication and Collaboration

• Collaborate with Recruitment, Marketing, Account Management, Operations, and other departments to support collection initiatives and organizational success.
• Maintain effective communication with staff and leadership regarding operational priorities and updates.
• Participate in organizational meetings, planning efforts, and leadership initiatives.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

• Ability to frequently stand, walk, bend, kneel, and move throughout collection environments.
• Ability to lift, push, pull, or carry up to 50 pounds with or without reasonable accommodation.
• Ability to safely operate donor collection and phlebotomy equipment.
• Ability to travel between collection sites and mobile operations as needed.

LEGAL AND REGULATORY REQUIREMENTS

• Maintain compliance with all FDA, AABB, OSHA, HIPAA, and applicable federal and Florida regulatory requirements.
• Maintain confidentiality and protection of donor, employee, and organizational information.
• Successfully pass background screening and drug screening requirements in accordance with organizational policy and applicable law.

QUALIFICATIONS

• Education: High School Diploma or GED required. Associate’s or Bachelor’s degree in Healthcare Administration, Business Administration, Nursing, or a related field preferred.
• Experience: Minimum of four (4) years of progressive experience in blood banking, donor collections, healthcare operations, or a related environment required. Previous supervisory or leadership experience required. Experience overseeing fixed site donor operations preferred. Apheresis experience preferred.
• Core Competencies: Strong leadership, coaching, and team development skills; ability to manage multiple operational priorities in a fast-paced environment; strong organizational, analytical, and problem-solving abilities; excellent verbal and written communication skills; ability to effectively manage staffing adjustments, scheduling challenges, and operational demands; ability to maintain professionalism and confidentiality in sensitive situations; proficiency in Microsoft Office applications and operational reporting systems; ability to work collaboratively across departments and leadership levels.
• Licenses/Certifications: Valid Florida Driver’s License with acceptable driving record required. Reliable transportation required.