Overview

At New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.

Responsibilities

The Associate Director will also be responsible for developing strategies, processes, and procedures to ensure alignment in service and enhance the efficiency and effectiveness of the Field Support team.The team will support Enterprise Collections team members during the active periods of blood collections and interface with the Laboratory or Logistics as appropriate to ensure data transfer of all products collected. The role will lead two teams led by a Technical Manager per geographic region and Field Support Specialists who will provide timely and effective support to the Collections staff while maintaining elevated levels of engagement satisfaction.

The role will interact with multiple verticals within the Enterprise Collections Center of Excellence departments and other departments within New York Blood Center Enterprise such as Information Technology, Laboratories, Quality/Regulatory Affairs, Recruitment, and Logistics. 

This position will report to the Vice President of Enterprise Collections Center of Excellence (ECCOE).

Candidates must be able to report into one of the following NYBCe locations:New York City, NY; Kansas City, Missouri; St. Paul, Minnesota; Providence , RI and Newark, DE.

Leadership

• Ensures the team maintains a working knowledge of the blood collection process for all product types and the software systems and equipment used to complete the process.
• Develop and refine strategies to ensure efficient and effective service desk support operations including workflow processes, resource allocation, and technology utilization.
• Fosters a collaborative and cooperative team culture.
• Track and trend service events with and determine escalation thresholds.
• Establishes reporting format and frequency of service events to support continuous process improvement.
• Monitoring team performance and developing feedback reports for management.
• Mentoring your team, providing training, and conducting performance evaluations.
• Overseeing staff recruitment, training, and performance management to maintain high-quality service standards.
• Works towards meeting established budgetary and financial targets.

Service

• Communicating with Collections and providing in-person and phone support, if required.
• Establishes service standards and metrics to measure the performance of established Blood Operations and Laboratory procedures and Collections Field Support performance.
• Set coverage and on-call schedules to ensure constant service coverage.
• Ensures all troubleshooting activities are performed within established Standard Operating Procedures and cGMP standards.
• Monitor feedback and service quality, taking proactive measures to enhance satisfaction in all interactions.
• Stays up to date with best practices and emerging technologies to ensure NYBCe is leveraging the most effective tools and processes to meet the Blood Operations and Laboratory needs.
• Support implementation of new technology and provide on-site support to blood drives as necessary.

Qualifications

• Bachelor’s degree (BA) or equivalent in a relevant field.
• 5 years of related experience in healthcare

Travel:

Able to travel up to 25%

Knowledge, Skills & Abilities:

• Proven experience in leading and managing teams working in a technical environment.
• Strong technical knowledge and understanding of software systems and services.
• Exceptional critical thinking skills and a customer-focused mindset.
• Exceptional communication and people skills.
• Experience with service management.
• Possesses the ability to manage remote teams.
• Strong leadership and team-building skills.
• Experience in healthcare or blood center operations
• Excellent verbal and written communication skills; effectively communicates with various departments to disseminate and receive information as requested.
• Experience leading and facilitating meetings with effective outcomes.
• Working knowledge of various software and spreadsheet applications used in process mapping, process design, and work-flow management (e.g., MS Excel, MS PowerPoint)
• Ability to manage multiple projects with tight deadlines in an environment of constant change with a continuous improvement mindset.
• Strong critical thinking skills
• High emotional intelligence and ability to collaborate with both clinical and administrative stakeholders.
• Strong project management skills
• Possesses an excitement for change.
• Ability to acquire skills and knowledge effectively and efficiently.
• Ability to influence people, build relationships, and collaborate.
• Demonstrated ability to produce high-quality deliverables consistently.
• Knowledge of process improvement methodologies.

For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $125,000.00 p/yr to $135,000.00 p/yr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant’s skills, job-related knowledge, and experience.