Job Board

Secure Transfusion Solutions (“STS”) is an innovative high-growth company modernizing America’s blood supply. The company’s mission is to restore hope, build trust, and improve quality of life by providing readily available and safe transfusion solutions. STS provides its customers—large and small—the peace of mind of knowing that they will receive a consistent and reliable supplemental source of blood components. The current blood component focus at STS is pathogen-reduced, single donor apheresis platelets. The collection and manufacturing practices at STS establish the highest standard of safety across the industry. STS builds and operates blood collection centers under the Trusting Heart Blood Center (“THBC”) brand.

YOU WILL LOVE OUR CULTURE IF YOU:

1. Obsess over quality in all facets of operations
2. Bring a day in, day out commitment to excellence
3. Tackle big hairy problems with innovative and novel solutions
4. View work as much more than just a job: you thrive in a team-first, mission-driven environment
5. Take pride in being a reliable, trustworthy partner for customers, employees and donors

READ ON IF YOU:

1. Are fired up about working with a diverse, mission-driven team striving to permanently solve one of mankind’s greatest challenges this century: fixing the unstable system that supplies hospitals with blood components used in patient care
2. Value being on the ground floor of an organization with boundless growth opportunities in the years to come
3. Thrive on providing internal and external customers the highest possible standards in service, quality and reliability

DESCRPTION

The Manager of Donor Services is responsible for overseeing the execution of duties, adherence to quality, safety, and training standards within the collection center. The ideal candidate will make data-based decisions to support production goals, regulatory requirements, and donor base growth through direct interactions with THBC staff and organizational support departments.

The Manager of Donor Services will create and execute plans and solutions to meet organizational goals, priorities, and initiatives. This candidate will work with internal stakeholders to effectively grow and maximize operating efficiency all while maintaining a focus on a first-class donor experience and compliance with all Federal and local Quality and Regulatory requirements. The ideal candidate is a stellar communicator and has above-average people skills with the ability to influence, resolve conflict and lead decision-making. The Manager of Donor Services will report directly to the Associate Director of Donor Services and work collaboratively with various peers and Senior Leaders across multiple departments and center level operations.

The ideal candidate can prioritize work and handle multiple tasks simultaneously in a fast paced and dynamic start up environment, understands how to lead and manage change, core values driven, strong understanding of the organization’s strategic direction, highly self-motivated, and has an eye for attention to detail.

TRAVEL: Up to 10%

DUTIES:

• Has overall authority for center operations production goals, monitor split rate and waste rate, and implement improvement plans as required
• Support meeting daily, weekly, and monthly deadlines and maintain the Center’s operational records
• Monitor donor retention, ensure efficient donor flow, and implement donor retention improvement and corrective action plans, as required
• Ensure compliance with all Company SOPs and applicable federal, state, and local regulations
• Responsible for all aspects of financial oversight including setting annual budget, ensuring the center meets monthly financial targets, and reviewing accuracy of donor payments
• Develop and foster a center philosophy of continuous improvement and support of company values
• Collect and analyzes data to maintain and improve center quality, efficiency, and profitability
• Implement effective correction action plans when appropriate
• Collaborate with quality to ensure the center complies with company, regulatory, and customer requirements to safeguard the purity and efficacy of the components and the safety of donors and employees
• Participate during all audits with the Quality and Regulatory Team to develop effective corrective action plans to address any areas of deficiency noted during audits
• Ensures the center and all employees comply with OSHA regulations and training
• Maintain compliance with all OSHA record keeping, reporting, and training requirements
• Maintain a clean efficient work environment, and ensure sufficient operating supplies and forms are available as needed
• Conduct routine internal procedures and documentation audits
• Partner with the company facilities department and local vendors to maintain the highest safety, compliance, and cleanliness standards
• Partner with corporate facilities to always ensure center compliance
• Conduct recruitment, training, development, counseling, and termination
• Adhere to HR policies and practices through fair and equitable treatment of all employees
• Communicate effectively with HR to ensure compliance
• Serves as a role model to employees of hospitality to our donors
• Communicate openly with customers
• Effectively resolve complaints or concerns
• Monitor all marketing and advertising to ensure effectively executing programs for desired results
• Represent the Company and center in the community and with other businesses, local publications, and vendors
• Maintain confidentiality of all personnel, donor, and center information
• Perform other duties, as assigned, to support business needs
• Knowledge of ever-changing and complex government and industry regulations, and the ability to monitor compliance with these regulations

PHYSICAL REQUIREMENTS

• Reach, bend, kneel and have high level of manual dexterity to lift boxes, carry instruments, pull or push furniture and/or supplies
• Occasionally lift and carry up to 25 lbs.
• Occasionally perform tasks while standing and walking up to 100% of the time
• See, hear and speak with customers and observe equipment operation
• Frequently required to make and accept modifications to working processes and procedures as directed by SOP

ENVIRONMENTAL CONDITIONS

• Exposure to hazardous chemicals, extreme temperatures and to blood borne pathogens
• Exposure to human source products and various chemicals including isopropyl, ethyl alcohol, iodine, bleach, germicide solution,
• Required to wear Personal Protective Equipment while performing specific tasks or in certain areas
• Fast paced environment with frequent interruptions

ACCOUNTABILITIES

Collections

• Achievement of annual collections forecast: >95%
• Achievement of annual split rate goal: >95%
• Achievement of annual collections related waste rate goal: >95%
• Achievement of annual donor frequency >95%

Culture & Staff Engagement

• Annualized staff retention > 75%
• Maintain staffing workload at 85% capacity

Donor Engagement

• Donor net promoter score (NPS) >70
• Achievement of donor retention goal: >95%
• Appointment rebooking > 85%

KEY COMPETENCIES

• Ability to communicate with diverse audiences
• Nimble & collaborative team player
• Outstanding organizational and leadership acumen
• Analytical thinking
• Excellent oral and written communications
• Organized, consistent, and persistent with strong follow-up capabilities
• Able to independently navigate complex and changing environments
• Strategic thinking skills with a proven commitment to delivering action plans

THE IDEAL CANDIDATE’S EXPERIENCE

• 3+ years of operational experience; preferably in blood or plasma industry operations
• Experience in a highly strategic, analytical, and operations role
• Experience in leading production growth
• Demonstrated operational efficiency through process improvement & change management principles
• Familiarity with federal and industry regulations
• Working knowledge of performance/operation metrics
• Equivalent combination of education and professional work experience (4 years minimum) required
• BS/BA degree preferred