Associate Director, Operations Center Support

The Opportunity

The Associate Director, Operations Center Support, directs and oversees targeted support services to centers across the network. They are responsible for ensuring high-impact services and deployments that improve operational performance, drive compliance, and sustain high-priority initiatives.

This role leads multiple deployment teams and is responsible for developing and maintaining the solution playbooks across targeted improvement areas. They utilize metrics to evaluate impact, identify performance gaps, and inform prioritization of support efforts. Leveraging their Operations and Quality expertise, they partner with Operational Excellence and other functions to continually assess improvement opportunities and develop new / enhance existing solutions. This position is a Subject Matter Expert (SME) resource in both operations and quality.

In addition, the Associate Director, Operations Center Support, is accountable for coaching and developing team leaders, instilling a culture of adaptability, accountability, and engagement. They ensure that all team activities are executed in full compliance with legal, regulatory, and safety standards, with a strong focus on the donor and employee experience.

You will report to the Director, Operations Center Support.

*Overnight travel required up to 80% of the time without lengthy lead-time.

The Role

Operational and compliance support

1 - Direct and oversee deployment teams to ensure consistent execution of targeted Operations and Quality support services across centers, aligned with defined playbooks and service standards.

2 - Utilize performance metrics to identify opportunities for center support, evaluate impact of deployments, and guide prioritization of resources and services.

3 - Collaborate with field and support functions (e.g., OE, Quality) to assess improvement opportunities and co-develop enhanced or new solutions.

4 - Partner with field leadership to monitor and sustain improvements following deployments, ensuring long-term value realization.

5 - Partner with Operational Excellence to test initiative rollouts in select centers and support sustainment as part of broader implementation.

6 - Follow all EHS and OSHA policies and procedures. Ensure the center and all employees comply with OSHA regulations and training. Promote and support safety in all aspects of operations. Ensure compliance with all Company SOPs and applicable federal, state and local regulations.

7 - Uphold brand standards during all deployments. Drive excellent customer service via open communication with donors, efficient donor flow, and effective resolution of complaints / concerns

People leadership and development

8 - Lead, mentor, and develop Sr. Managers and Managers on the Center Support team, building capability in coaching, service delivery, and performance accountability.

9 - On board new team members, ensuring on time training of team service offerings and implementation procedures.

10 - Mentor and manage team members, developing their ability to coach / train center staff and instilling accountability for value delivery. Provide regular feedback on role performance, identifying strengths and areas of improvement. Coordinate with multiple centers to assess team performance.

11 - Oversee staffing plans, including role assignments and interim coverage, to ensure teams are equipped with high-quality talent for support needs.

12 - Lead culture, consistently demonstrating CSL values, and facilitating a positive employee experience with open communication, coaching, and prompt responses to outreach.

13 - 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.

Standards and processes

14 - Own and maintain the solution playbooks and standard implementation processes across all service offerings, ensuring consistency and alignment with strategic objectives.

15 - Define and update the roadmap of Center Support services, prioritizing based on business needs, metrics, and value delivery.

16 - Perform other duties, as assigned, to support business needs.

Your skills and experience

Education

• Bachelor's degree in business administration or biological sciences preferred, OR equivalent combination of education and professional work experience required.

• Certification by a recognized quality organization such as the American Society for Quality preferred.

Experience

• Minimum 5 years of management experience, including managing employees. 1 year Center Manager Experience preferred.

• Minimum of 3 years relating to quality or regulatory experience required.

• Experience working in a complex organization, progressively taking on more responsibilities.

• Experience managing multi-site locations preferred.

• Understanding of industry standards/cGMP, various local, state, and federal laws that apply to the business and where to find information on standards and interpretations.

• Experience working in a regulated environment with regulatory authorities and international inspections.

• Computer literate with proficiency in office applications and use of electronic quality and operational systems.

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.

• Proficient in English.

• Able to interact with regulatory agencies/auditors as necessary.

Working Conditions

• Ability to make decisions which have significant impact on the department's creditability, operations and services.

• Ability to formulate complex and comprehensive materials such as authoritative reports of major scope and impact, etc. and/or to make formal presentations.

• Ability to take direction from multiple individuals.

• Frequently 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.

• Stand and work up to 100% of the time, working sitting 15% of the time. Perform periodic remote reviews.

• Occasionally lift and carry up to 25 lbs.

• Required to reach, bend, kneel and have high level of manual dexterity.

• Fast paced environment with frequent interruptions.

• Manage a center in the absence of center management.

#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!