Associate Director

4 weeks ago

New York, United States New York Blood Center Inc Full time

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 - Process Excellence Design and Field Support is charged with eliminating waste and standardizing operations to enable optimization of the collection staff and donor experience across Enterprise Divisions allowing for improved efficiency and productivity.The position will own and drive projects to completion, have the ability to build complex models for the validation of new procedures and technology that inform decision-making in donor and product management and support all other pillars of the Enterprise Collections Center of Excellence (ECCOE) in the identification of metrics for performance management.

In the development and maintenance of strong relationships with Enterprise Collections, the Associate Director will also ensure processes are aligned with organizational objectives and guidelines, understanding the nuance and details of the process to ensure that a positive return on investment will be an outcome and implementation is achieved.

This position will also oversee and manage the Collections Field Support Team operations - Northeast and Midwest. 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 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 position 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.

**Leadership**
- Builds relations, facilitates discussions, and collaborates with multiple stakeholders in Quality, Enterprise Donor Engagement, Regional and Divisional leadership, Laboratory Services, IT, Facilities, Procurement, Logistics and Supply Chain.
- Supports the VP of ECCOE and NYBCe Finance in acquiring information needed for negotiating equipment and supply contracts specifically used during the Collections process.
- Ensures that project/department milestones are met and adheres to approved budgets.
- Develops and implements the tools required to collect and measure relevant data, key performance indicators (KPI), and produces a data-driven analysis of critical functions.
- Stays current with industry trends and best practices in business optimization, process improvement, and service delivery.
- 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 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.
- Supports deviation investigation and management.

**Process Improvement**
- Validation and Implementation.
- Partners with Quality and Regulatory Affairs, Laboratories, and IT in the standardization of validation approach for Collections technologies and software.
- Create leadership-ready materials with communication plans, provide oversight in the standardization of applicable SOPs, drafts change management and project submissions.
- Partners with department leaders and SMEs to collect input and create action plans for implementation.
- Produces documentation and works with Blood Collections Learning to create training material to support the ad

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