Manager, Workup

About the Role

The Manager, Workup is responsible for the leadership and direction of the Donor Services Workup staff to ensure the safe and timely processing of selected donors through donor qualification, collection, and recovery. This role proactively finds new ways to help team members work collaboratively across functions, departments, and other groups, removing barriers to service. The Manager establishes performance expectations, coaches the team to drive high performance, and supports a positive performance-based culture aligned with NMDP goals. This includes ensuring regulatory compliance and contributing to the Donor Services strategic and operational development.

Responsibilities

• Hires, trains, supervises, mentors, and evaluates the performance of the workup staff.
• Leads day-to-day operations related to donor management and manages workload distribution among assigned staff.
• Delivers goal achievement initiatives for Workup Specialists, including monitoring team and individual performance in donor availability, donation timeliness, donor experience, and quality using defined metrics.
• Supports and guides employee learning and development, including coaching, providing feedback, and delivering performance evaluations.
• Troubleshoots problems with donors and vendor partners, intervening to facilitate positive results.
• Leads staff in providing customer service to donors and external stakeholders.
• Manages, monitors, and evaluates performance data and reports routinely.
• Identifies opportunities for standardization and efficiencies while delivering change control to support Donor Services business.
• Administers recognition of achieved performance and employee engagement initiatives.
• Develops focused agendas and delivers routine team and individual staff meetings.
• Creates and promotes a culture of quality assurance and optimum performance.
• Implements Continuous Improvement strategies for customer service to donors, Case Management, Transplant Centers, and other critical stakeholders.
• Advises and supports Donor Quality through call coaching, file review, and Competency Assessments.
• Analyzes, defines, maintains, and modifies donor processes to identify opportunities for operational efficiencies.
• Achieves and maintains operational understanding of business software, recommending changes and working with upgrades.
• Resolves operational, clinical, and technical issues related to donor management.
• May write, review, or provide input to NMDP Standard Operating Procedures (SOPs) and policies.
• Meets or exceeds all regulatory compliance requirements.
• Maintains a culture of quality and regulatory compliance for the team.
• Participates in internal and external audits, including donor chart and record review for lot release processes.
• Adheres to company policy and governmental regulations pertaining to assigned functions and staff.
• Serves as a resource to the Director, Senior Manager, and Manager on the Donor Services Management team.
• Participates in cross-functional teams and project ideation and facilitation.
• Provides input on budget and staff forecasting for the functional area.
• Works with department leaders to identify and communicate new business opportunities and strengthen relationships with vendors and partners.
• Performs all duties in compliance with NMDP standards, regulations, and applicable laws (e.g., CFR, FDA, OSHA).
• Available for occasional overnight/out-of-town travel and flexibility to work outside core business hours (evenings, weekends, and holidays).

Requirements

• Bachelor’s degree in a health-related field. Equivalent related experience and/or education may be substituted for the degree requirement upon evaluation.
• 3-5 years of leadership experience, with a minimum of 3 years leading a team in a donor center, hospital, blood center, or clinical setting. Three years of experience in another relevant NMDP position may be substituted upon evaluation.
• Experience in operational management, business process development, or managing organizational work on behalf of a larger program.
• Knowledge of project management principles and budget administration.
• Demonstrated skill in team building, mentoring, and coaching.
• Ability to lead and manage high-performing teams.
• Business management experience, including implementing quality systems, records management, and organizational efficiency.
• Change management and leadership in a fast-paced environment.
• Intermediate computer skills, including Microsoft Office (Word, Excel) and Internet use.
• Advanced oral and written communication skills, including public speaking and presentation skills.
• Excellent customer service skills.

Preferred Qualifications

• Experience working in a regulated environment.
• Combination of demonstrated program leadership and people leadership.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Accident, critical illness, hospital, well-being, legal, identity theft, and pet benefits.
• Retirement plans.
• Paid time off, holidays, and leave plans.
• Incentive plans for eligible employees.