Manager, Donor Collections

About the Role

Manages blood collection operations across fixed donor centers and mobile sites to ensure safe, compliant, and efficient collection of whole blood and apheresis products. Provides leadership and direct supervision to collection supervisors and teams; oversees daily operations, production goal attainment, donor experience, and coordination with cross-functional partners including recruitment/marketing, operations support, and training/education. This position is designated essential during severe weather or emergency operations.

Supervises staff under general supervision of assigned managerial staff.

Responsibilities

• Lead and supervise collection staff and supervisors across a variety of locations; hire, train, schedule, coach, evaluate performance, and administer corrective actions and performance improvement plans as needed.
• Communicate daily, weekly, and annual production goals; manage staffing allocation, resource sharing, and on-call coverage to meet collection targets and customer needs.
• Ensure compliance with standard operating procedures, current good manufacturing practice, and regulatory requirements for the U.S. Food and Drug Administration, Association for the Advancement of Blood & Biotherapies, Clinical Laboratory Improvement Amendments, and the Occupational Safety and Health Administration.
• Oversee audit readiness and responses; investigate process deviations and donor complaints; recommend and verify corrective and preventive actions.
• Maintain proficiency and strong working knowledge of collections procedures.
• Provide guidance to staff regarding donor eligibility, vein suitability, phlebotomy complications, and collection procedures for whole blood and automated technologies.
• Manage budget development and financial oversight for assigned sites/teams; monitor key performance indicators and implement cost-effective strategies.
• Collaborate with recruitment/marketing and logistics to plan mobile calendars, optimize staffing and supply provisioning, and support growth of platelet and other automated collections.
• Maintain confidentiality of donor and staff information; promote a positive organizational image and high standards of donor/customer service.
• Support organizational initiatives and special projects; attend required in-person and professional meetings.
• May perform payroll approval or related functions such as PTO approval, time-card monitoring, sick time documentation, etc.
• May coordinate equipment maintenance, validations, quality control, and required documentation; ensure timely completion and retention of records.
• Prepare and analyze operational reports; present results, challenges, and action plans to leadership.
• Participate in enterprise committees and standardization efforts; make recommendations to improve processes and practices.
• Assist with daily operations and provide back-up for collection procedures as needed.
• Coordinate or lead monthly staff meetings and ongoing training/retraining to maintain competencies.
• May respond to facility or equipment temperature/humidity alarms and ensure environmental controls are addressed.
• Work location may include donor centers and mobile collection sites.

Requirements

• High school diploma or equivalent.
• Three or more years of experience in blood collection, healthcare, and/or customer service in a highly regulated environment.
• Two or more years of demonstrated supervisory or leadership experience in blood collection, phlebotomy, related clinical field, and/or customer service.
• Any combination of education, training, and experience equivalent to the requirements above that has supplied the necessary knowledge, skills, and experience to perform the essential functions of the job.

Preferred Qualifications

• Associate or bachelor's degree strongly preferred; additional experience may be required in lieu of degree.
• Valid driver's license may be required depending on division; reliable transportation required for travel to donor centers and mobile locations.
• Cardiopulmonary Resuscitation (CPR) certification preferred.

Skills

• Working knowledge of Microsoft Office applications, Outlook, desktop applications, and computer software systems.
• Knowledge of medical terminology, phlebotomy techniques, and whole blood and automated collection procedures and equipment.
• Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.
• Strong written and verbal communication, customer service, and interpersonal skills; ability to interact effectively with donors, staff, and drive chairpersons.
• Planning, organization, and multitasking skills; ability to solve problems and work both independently and as part of a team in a fast-paced environment.
• Ability to read and interpret medical, technical, regulatory, and quality procedures.
• Ability to supervise and develop a diversified staff; provide coaching, mentoring, and performance management; evaluate learning progress and recommend supplemental training.
• Computer proficiency; ability to perform data entry and work with a variety of desktop applications and software systems as they evolve.
• Ability to resolve donor and customer concerns and maintain composure under pressure.
• Ability to work in a team environment or independently; be responsive and available to management as issues arise.
• Use logic and reasoning to evaluate alternatives and solve problems within established policies and procedures.
• Plan and coordinate multiple workflows; monitor donor reactions and qualitative medical information as appropriate to role.

Schedule

Work hours and days vary; must be very flexible.