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Associate Director - Process Excellence Design Collections Field Support

Company: New York Blood Center
Location: New York
Posted on: May 11, 2024

Job Description:

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.
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.

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.


  • 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 adoption of new processes.
    • Apply innovation and creativity in process or technology development.


      • 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.


        • Bachelor's degree (BA) or equivalent in a relevant field.


          • 7+ years of related experience in healthcare.
          • Proven experience in leading and managing teams working in a technical environment.

            Travel up to 25%

            Knowledge, Skills & Abilities:

            • Experience in designing and implementing complex analyses and tailoring communication of findings to stakeholders.
            • Experience in coaching team members improving the quality of their deliverables and being a trusted mentor to team members.
            • Proven ability to influence stakeholders and facilitate decisions.
            • Uncompromising ethics and high standards of personal integrity.
            • Strong business acumen.
            • Demonstrated capability to deliver strategic analysis and optionality with an impact on effectiveness.
            • Demonstrated strength in problem-solving and developing streamlined solutions to complex issues.
            • Proven ability to effectively prioritize multiple and competing tasks, execute and follow-up in a timely manner, anticipate challenges and roadblocks and work independently.
            • Strong analytical capabilities and ability to synthesize complex technical information into simplified, user-friendly, persuasive formats and presentations for non-technical stakeholders.
            • High emotional intelligence, with demonstrated ability to engage stakeholders effectively, facilitate discussions, and successfully negotiate through challenging situations and difficult conversations.
            • Maturity, confidence, and demonstrated empathy and ability to influence others. Able to remain humble while implementing organizational changes and interfacing with colleagues.
            • Excellent written, verbal, and people skills for executive-level communication and collaboration.
            • Team player, focusing on shared goals, being flexible, and applying skills; respect and listen to others' views and value others' contribution(s)
            • Confidence to provide dissenting views, when appropriate
            • Composure in the face of ambiguity; bias for action; ability to prioritize.

              For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $ 130,000.00 to 140,000.00. 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.

Keywords: New York Blood Center, New York , Associate Director - Process Excellence Design Collections Field Support, Executive , New York, New York

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