Manager, Donor Engagement - Hybrid/Remote

POSITION SUMMARY:

Please apply online using a laptop or desktop computer.

Oversee Donor Engagement Team functional area and related business processes. Develop people and partnerships to optimize donor availability and promote increased donor satisfaction. Contributes to the strategic and operational development of Donor Operations and Member Engagement, Enrollment, and Experience (ME3) in conjunction with department leaders. Responsible for team departmental performance goal achievement and project outcomes while maintaining NMDP standards. This position can be remote (US) or hybrid.  #LI-Remote #LI-Hybrid 

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ACCOUNTABILITIES:

Donor Operations Search Management:

• Monitors process excellence by supporting department strategy, training, approved methodologies, customer feedback, and employee ideation.
• Provides regular call coaching and feedback to maintain team standards of excellence.
• Manages day-to-day Donor Engagement Team Operations- call queue and team inbox support.
• Reinforces standardization of work across all teams and individuals.
• Manages, monitors, and evaluates individual team metrics data and reports.
• Facilitates goal achievement initiatives for the Donor Engagement Team function.
• Oversees recognition of achieved individual and team performance.
• Prioritizes initiatives to support team health.

Team Leadership:

• Maintains an individual team culture of excellence in meeting customer requirements, donor experience, availability, and employee engagement in concert with the mission of NMDP.
• Day-to-day oversight of Donor Engagement Specialists managing the Donor Engagement Team functional area, including staffing decisions.
• Develops, coaches, and mentors' direct reports through training and professional development, utilizing short and long-term goals.
• Leads staff through periods of transition by openly confronting issues, maintaining an open-door policy for staff to voice concerns and honestly sharing ideas and information.
• Drives agendas and facilitates routine team and individual staff meetings.
• Responsible for performance evaluations and professional development of assigned staff.
• Mediates and solves conflict and provides active de-escalation management.
• Supports new business opportunities with department leaders and partners including Donor Search Operations and other duties as assigned.

Quality Assurance and Continuous Improvement:

• Maintains a culture that ensures quality and regulatory compliance by leader and team, including adherence to manufacturing requirements.
• Oversees and supports supervision of employee development, competency assessments, and training programs that support quality and department goals.
• Ensures individual team quality by meeting requirements and service levels on all member/donor touch points within Donor Engagement Team.
• Manages employee engagement results to improve in areas that are targeted by previous results or underperforming areas compared to culture.

General Accountabilities:

• Develops and maintains strong relationships and process excellence with internal and external customers, other departments, vendors, and business partners.
• Is a member of the ME3 management team and serves as a resource to the Senior Manager, Donor Engagement Team
• Advocates and represents Donor ME3 department priorities to stakeholders.
• Leads or participates in cross-functional teams and projects.
• Possesses, maintains, and keeps current knowledge of HLA, and blood stem cell transplantation by attending NMDP-sponsored meetings.
• Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations, outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance, and other applicable Federal, state, and local laws. Adheres to OSHA guidelines as applicable.
• Other duties as assigned.