Donor Care Lead

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Job Description

About BioLife Plasma Services

BioLife Plasma Services, a subsidiary of Takeda Pharmaceutical Company Ltd., is an industry leader in the collection of high-quality plasma that is processed into life-saving plasma-based therapies. Some diseases can only be treated with medicines made with plasma. Since plasma can't be made synthetically, many people rely on plasma donors to live healthier, happier lives. BioLife operates 250+ state-of-the-art plasma donation centers across the United States. Our employees are committed to improving the quality of life for patients and ensuring that the donation process is safe, easy, and rewarding for donors who want to make a difference.

When you work at BioLife, you'll feel good knowing what we do helps improve the lives of patients with rare diseases. While you focus on our donors, we'll support you. We offer a purpose you can believe in, a team you can count on, opportunities for career growth, and a comprehensive benefits program, all in a fast-paced, friendly environment.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy and will be located in our Bannockburn, IL, location.

OBJECTIVES / PURPOSE

• Lead daily operations  of BioLife Plasma donor support channel, ensuring efficient and responsive service through both self-service tools and live agent interactions.
• Collaborate cross-functionally  with internal teams and external partners to maintain operational integrity and enhance the donor experience.
• Identify and resolve inefficiencies  in support workflows, driving continuous improvement and consistency across all touchpoints.
• Leverage technology and data  to optimize service delivery and ensure a smooth, donor-centric support experience.

ACCOUNTABILITIES

Vendor Management

Operational Efficiency

Customer Experience

Metrics and Performance Oversight

Technical Integrations

Team Leadership and Development

DIMENSIONS AND ASPECTS

Technical / Functional (Line) Expertise

Decision-making and Autonomy

Leadership

Interaction

Innovation

Complexity

This role has significant complexity associated with it. This is due to the cross-channel cross-functional expectations, technology, and process knowledge required, and the unique knowledge of Customer Experience practices in a contact / call center environment

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS

Required

Preferred

ADDITIONAL INFORMATION

BioLife Compensation and Benefits Summary

We understand compensation is

an important factor

as you consider the next step in your career.

e are committed to

equitable

pay for all employees, and we strive to be more transparent with our pay practices.

For Location : Bannockburn, IL

U.S. Base Salary Range :

$153,600.00 - $241,340.00

The

estimated

salary

range reflects

an anticipated

range for this position

he actual

base salary

offered

may

depend on a variety of factors

, including

the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education

attained

, certifications or other professional licenses held, and the location in which the applicant lives and / or from which they will be performing the job.

The actual base salary offered will be

in accordance with

state or local minimum wage requirements for the job location.

U.S. based

mployee

may be eligible for

hort

erm and / or

ong-

erm incentiv

U.S.

based employees

may be

eligible to

participate

in medical,

dental

, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and

well-being

benefits, among others. U.S.

based employees are also eligible to receive, per calendar year, up to

80 hours

of sick time, and new hires are eligible to

accrue

up to

120 hours

of paid vacation.

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

Locations

Bannockburn, ILUSA - IL - Chicago

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

Job Exempt

Yes