Specialist, Program Operations LATAM

1 month ago

Santa Barbara, United States Direct Relief Full time

Direct Relief, a humanitarian aid organization, active in more than 100 countries and all 50 US states and territories, is improving the health and lives of people affected by poverty and/or emergencies. Direct Relief has built its reputation over 70 years, consistently earning top recognition from independent charity evaluators. We are the 3rd largest US charity and Forbes recently ranked Direct Relief #5 in their top 100 Charities. Charity Navigator awarded Direct Relief a perfect score of 100. Direct Relief's vision is to be the world's leading, most transparent, and most efficient provider of charitable medical resources to people most in need of assistance. Direct Relief is a nongovernmental, nonsectarian, and not-for-profit provider to people and communities regardless of politics, religious beliefs, ethnic identity or ability to pay.

Direct Relief is seeking a Program Operations Specialist for Latin America, to work on site at our Santa Barbara Headquarters.

Summary

The person in this role will develop and strengthen relationships with healthcare organizations to better understand localized health needs and optimize the mobilization of humanitarian medical resources.

Key Duties and Responsibilities:
Manage Partner Relationships

  • Serve as primary liaison with healthcare organizations ("partners") to understand and address localized health and medical needs
  • Assess partner needs for eligibility in receiving medicines and supplies
  • Understand the medical needs of partners to develop plans to place ongoing donations and determine frequency and volume of support
  • Collaborate closely with Regional Directors to establish priorities for engagement and develop/maintain key strategic partnerships
  • Perform business development functions including strategies to retain partners and provide excellent customer service
  • Recommend participation in other Direct Relief Programs based on partner needs and strengths (maternal health, oncology, emergency preparedness, global diabetes etc.)
  • Organize and host partner visits to headquarters, including meetings, tours and presentations to staff
  • Collect, record, and communicate information, including regular updates to staff about material support, trends, and insights on the partner network
  • Participate in discussions pertaining to the renewal or cancellation of partnerships
  • Conduct periodic site visits
  • Maintain accurate account information about partners in the customer relationship management (CRM) system
  • Communicate externally with thoughtfulness and cultural competency, demonstrating an approach to partnership characterized by mutual respect, solidarity, and humility.
Mobilize Humanitarian Medical Resources
  • Manage the Healthcare Provider Support Program, which provides ongoing support of medical resources donated by healthcare manufacturers
  • Monitor available medical supply inventory to place within the partner network
  • Manage the order fulfillment process to ensure that orders of medical material resources are processed and shipped in a timely manner and meet the expectations of the partners
  • Manage and communicate distribution planning to ensure the shipping methods, speed, and care taken to get products to the partner
  • Conduct needs assessments for specialty medications and manage appropriate resource allocation with consideration to patient population, capabilities, and humanitarian need.
  • Work closely with the Corporate Engagement team to develop strategies to place donations of medical material resources
  • Schedule shipment activity based on geographic location and order preference
  • Support Emergency Response and Programmatic activity as needed
  • Assist with logistics decisions to optimize shipping processes and maximize efficiencies
  • Liaise with the Information Technologies team to improve systems such as the e-commerce ordering platform, CRM database, and SAP ECC
  • Collaborate with the Compliance Manager on developing standard operating procedures and documenting relevant processes
  • Represent Direct Relief at collaborative meetings, conferences, and other forums
  • Perform other duties to support the overall growth and development of the organization
Required Knowledge, Skills, and Abilities:
  • Bachelor's degree or equivalent work experience
  • Proficient in Spanish
  • Experience in business development preferred
  • SAP or similar ERP system preferred
  • Working knowledge of CRM systems
  • Proficient in Excel
  • Multi-tasking skills and the ability to manage and prioritize multiple projects
  • Ability to provide a high-level of customer service to partners
  • Effective communication skills, both written and oral
  • Detail-oriented with the ability to take initiative and work independently
  • Ability to travel, as needed.

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