Donor Care Lead (West Chicago)

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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 cant 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, youll feel good knowing what we do helps improve the lives of patients with rare diseases. While you focus on our donors, well 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 Takedas 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. We 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. The 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 employees may be eligible for short-term and / or long-term incentives. 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 oth