Associate Director, Operations Programs

This is a remote position.

The Associate Director, of Operations Programs will represent operations on assigned projects and will be the plasma center employees, donors, and process advocate of assigned projects. The focus will be to improve plasma center experiences, before, during, and after implementation of assigned projects, use trends, competitive intelligence, and employee and donor insights, to identify opportunities, and enhance the experience to help build a competitive edge for CSL Plasma. Manage the operational oversite for the donor customer service call center and associated services (servicecloud), and the customer relationship management platform (healthcloud), act as the business process owner for all plasma center operational procedures, and work with their team to manage all changes in partnership with appropriate subject matter experts.

You will report to the Director, Operations Program Lead.

Responsibilities:

• Customer Experience – Support projects and provide a deep customer/donor/employee understanding of how to create a plasma center experience. Use data, competitive intelligence, and donor insights, to identify service opportunities, and enhance the donor experience.
• Customer Relationship Management (CRM) – Development of CRM strategies that can help maximize the positive impact to all donor audiences. Determine the plan of action to collect meaningful CSL Plasma donor information, to help increase donor understanding and better serve the donor's needs while extending donor engagement, creating a better donor experience, and optimizing donor loyalty. Partner with I&T and marketing to ensure CRM strategies consider impact to the employee and donor experience.
• Donor Customer Service Hub – Provide operations oversight for the Donor Customer Service Call Center and associated services (servicecloud). Manage the service partner relationship and the strategy and plan for improvement of customer service via the Hub.
• Identify Business Opportunities – Use a variety of data-gathering tools and information assets, macro trends, healthcare trends, customer segmentations, need states, market structure, attitudes and usage, competitive benchmarking, personal observation to begin the process of understanding where opportunities exist to create new value for the CSL Plasma brand.
• Business Process Management– Manage the Change Control process for all plasma center operational processes to ensure the best experience for customers/donors/employees Support direct reports with managing changes assigned to them and ensure they are working and collaboratively with subject matter experts. In addition to managing the operations change coordinator team, participate in change control process changes.
• Functional Management – Work with functional leaders and partners to build and shape a world-class, collaborative, and donor-centric culture within the broader CSL organization.
• Recommend Priorities – Based on comprehensive analysis, CSL partner input, and qualitative assessments, recommend specific business opportunities to pursue, based on strategic fit.
• Travel – Travel required up to 50% of the time.

Education:

• A bachelor's degree is required in business administration, marketing, or a related field. MBA preferred.

Experience:

• Minimum 8 years of management experience, including managing employees required.

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Our Benefits

CSL offers the following benefits for this full-time position: Options for health care benefits, including choices of plans for medical, dental, and vision, prescription drug coverage; Company-provided basic life insurance and Short- and Long-Term Disability; the option to participate in CSL’s 401(k) Savings Program; Paid Time Off (PTO) for use in connection with vacations, illness, and other personal business; and paid observed holidays as designated by the Company.  For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp.

About CSL Plasma

CSL Plasma is one of the world's largest collectors of human plasma. Our work helps to ensure that people with rare and serious diseases are able to live normal, healthy lives. We are committed to our work because lives depend on us. Learn more about CSL Plasma.

We want CSL to reflect the world around us

As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.<