The Opportunity
The Director, Operations Center Support manages and develops several teams to provide targeted support services across the fleet, allocating their teams to support centers in the greatest need. They create and maintain operational processes and standards. In addition, they ensure the successful facility set-up, training, and opening of each new center and relocation, manage center decommissions.
You will manage tradeoffs and prioritize dedicated and partially dedicated team resources to optimize center performance by setting value delivery goals across the team, assessing team efficacy, and adjusting resources and service offerings accordingly. You will coordinate with Operational Excellence to provide on-the-ground initiative sustainment, as well as test center improvement activities. You will ensure new and relocated centers have the necessary resources to launch and build a stable donor base, while also ensuring centers fleetwide have access to targeted support to improve operational performance.
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In addition, the Director, Operations Center Support consistently demonstrates CSL values, fostering an environment of engagement and adaptability. They leverage their business expertise to ensure all teams are compliant with legal, regulatory, and safety standards, prioritizing the well-being of employees and donors.
You will report to the Sr. Director, Operations and Center Support.
*Overnight travel required up to 80% of the time without lengthy lead-time.
The Role
Strategic planning and resource management
1 Set and communicate business goals and targets for the team, including value delivery objectives and financial plans. Provide financial oversight for teams to ensure they meet financial targets and responsibilities.
2 Continually assess efficacy of all support services. Adjust to address performance gaps and update offerings, optimizing value delivery.
3 Coordinate with field leaders to understand and assess support needs. Prioritize support requests and new center support needs based on field strategic direction and value delivery.
4 Manage teams of resources, including owning assignments for center support assignments. Manage tradeoffs to optimize assignments based on value delivery and efficiency of service.
5 Maintain frequent and open communications with corporate operations, quality, and support functions. Identify opportunities for continuous improvement and ensure handoff to the appropriate development team.
Operational and compliance support
6 Work extensively with multiple departments and vendors to provide support for new center openings, relocations, and decommissions. Ensure new site readiness and compliance with CSL Plasma procedures.
7 Allocate technical training and quality support for new centers, ensuring sufficient support to meet new center business goals.
8 Own identification, design and execution of Operational and Quality support services for centers. Ensure all services are deliverable at a measurable value.
9 Follow all EHS and OSHA policies and procedures. Ensure the center and all employees comply with OSHA regulations and training. Complete all OSHA record keeping and reporting requirements. Promote and support safety in all aspects of operations. Ensure compliance with all Company SOPs and applicable federal, state and local regulations.
10 Ensure centers uphold brand standards and drive excellent customer service via open communication with donors, efficient donor flow, and effective resolution of complaints / concerns.
People leadership and development
11 Mentor team members, developing their ability to coach / train center staff and instilling accountability for value delivery. Consider development opportunities when assigning resources, actively creating opportunities for growth. Provide regular feedback on role performance, identifying strengths and areas of improvement. Coordinate with multiple centers to assess team performance.
12 Oversee team staffing, including interim and part-time roles, to ensure high-quality talent.
13 Lead culture, consistently demonstrating CSL values, and facilitating a positive employee experience with open communication, coaching, and prompt responses to outreach.
14 Provide oversight of employee-related issues. This includes, but is not limited to, decisions for employee relations, corrective actions, and salary structures. Adhere to all HR policies and practices through fair and equitable treatment of all employees.
15 Perform other duties, as assigned, to support business needs.
Your skills and experience
Education
- Bachelor's degree in business administration or biological sciences preferred, equivalent combination of education and professional work experience required.
Experience
- Minimum 7 years of management experience, including managing employees.
- Experience working in a complex organization, progressively taking on more responsibilities.
- Experience planning, organizing, securing, and managing project resources.
- Experience managing multi-site locations with shared resources preferred.
- Experience working in a regulated environment, with quality review and oversight.
- Understanding of industry standards, various local, state, and federal laws that apply to the business.
- Knowledge of IRS, GAAP, FDA, GHA, cGMPs and CSL SOPs and interpretations.
- Intermediate to strong working knowledge of Microsoft Office products.
Additional Comments
- Maintain company technical training certification, current professional licensure or certifications, knowledge of ever-changing and complex government and industry regulations and ability to monitor compliance remotely with these regulations.
- Monitor and manage financial responsibility for a team.
- Proficient in English.
- Able to interact with regulatory agencies/auditors as necessary.
Working Conditions
(physical & mental requirements)
- Occasionally exposed to hazardous chemicals, extreme temperatures and to blood borne pathogens
- Required to wear Personal Protective Equipment while performing specific tasks or in certain areas
- Overnight travel required up to 80% of the time without lengthy lead-time
- Stand and work up to 100% of the time, working sitting 15% of the time
- Occasionally lift and carry up to 25 lbs.
- Occasionally required to reach, bend, kneel and have high level of manual dexterity
- Fast paced environment with frequent interruptions
#LI-Remote
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 inclusion and belonging. Learn more about Inclusion & Belonging at CSL.
Do work that matters at CSL Plasma!