Donor Services Operations Manager

ESSENTIAL JOB FUNCTIONS Operational Leadership and Staffing
• Oversee donor collection operations at designated fixed sites and mobile blood drives
• Coordinate schedules and staffing levels to support collection goals and service demands
• Adjust staffing in response to call-offs and changing operational needs
• Remain available for on-call support to maintain continuity of operations

SunCoast Blood Centers | Donor Service Operations Manager
• Travel frequently to collection sites to provide leadership and operational support

Regulatory Compliance and Quality
• Ensure donor services activities comply with SOPs and applicable FDA, AABB, safety, privacy, and other regulatory requirements
• Monitor regulatory changes and coordinate necessary operational updates
• Manage investigations and responses related to donor services errors and accidents
• Schedule and review quality control, maintenance, calibration, and validation of instruments and equipment
• Develop and maintain operational SOPs and submit revisions for approval as required

Staff Leadership and Development
• Provide leadership and mentorship to direct reports and supervisors
• Support interviewing, hiring, onboarding, training, and continuing education
• Conduct performance reviews and operational audits and coordinate corrective action as needed
• Coach supervisors to strengthen leadership, training, and team-management skills
• Oversee annual competency evaluations for phlebotomy staff

Performance and Continuous Improvement
• Monitor collection goals, deferral rates, efficiency rates, productivity, and other departmental metrics
• Track, trend, and analyze operational data and develop corrective action plans
• Identify process improvements and evaluate technologies that may strengthen workflow or staff efficiency
• Foster a culture of accountability, learning, and continuous improvement

Donor Experience and Safety
• Ensure donors receive courteous, timely, and high-quality service
• Oversee donor suitability and eligibility processes in accordance with SOPs
• Respond to donor feedback and complaints in a timely and professional manner
• Manage adverse donor reaction response, documentation, follow-up, and trend tracking

Communication and Collaboration
• Maintain effective communication across Donor Services and promote teamwork
• Partner with Recruitment, Marketing, Account Management, and other departments to support scheduled campaigns and collection activities
• Use meetings and other communication methods to keep staff informed of policies, SOPs, expectations, and organizational updates

Budget and Resource Management
• Participate in preparation of the annual departmental budget and monitor expenses
• Review and explain monthly expense variances related to collection operations
• Support appropriate use of equipment, supplies, staffing, and other department resources

Additional Responsibilities
• Participate in meetings and training activities
• Perform other duties as assigned to support organizational success PHYSICAL AND ENVIRONMENTAL REQUIREMENTS Physical Requirements
• Ability to stand, walk, kneel, and perform other physical tasks required in donor collection environments
• Ability to lift, carry, push, or pull objects up to 50 pounds
• Manual dexterity and coordination to operate phlebotomy and collection equipment
• Ability to travel among fixed sites and mobile collection locations

Environmental Requirements
• Work in indoor and outdoor collection environments with varying conditions, including inclement weather and atmospheric elements
• Potential exposure to blood and blood-borne pathogens
• Use of personal protective equipment and adherence to infection-control and safety protocols required
• Work environment may include moderate noise levels and changing…