- Location
- Houston
- Type
- Full-time
- Seniority
- Manager
- Education
- Bachelor
Description
Assistant Manager (Customer Experience & Volunteer Programs)
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JOB SUMMARY
Join a mission-driven team dedicated to saving lives through exceptional donor experiences and meaningful community engagement.
As the Assistant Manager, Customer Experience & Volunteer Programs, you will play a key role in shaping the donor journey while leading and growing a dynamic volunteer program. This position combines customer experience leadership, volunteer engagement, and team development to help create positive interactions that inspire lifelong donor relationships.
Working closely with the Customer Experience Manager, you will oversee customer feedback initiatives, support donor satisfaction strategies, manage the "Voice of the Donor" team, and lead volunteer recruitment, training, and retention efforts. You'll collaborate across departments to strengthen community partnerships, enhance donor engagement, and ensure a consistently exceptional experience at donor centers and events throughout the region.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Experience Management (30%)
Assist in developing and executing Customer Experience strategies.
Monitor and analyze customer feedback to identify areas for improvement.
Implement initiatives to enhance customer satisfaction and loyalty.
Collaborate with other departments to ensure consistent and positive customer experiences.
Manage the "Voice of the Donor" Team and provide guidance on customer service requests.
Volunteer Services Management (40%)
Coordinate volunteer recruitment, training, and retention programs.
Develop and maintain relationships with volunteers and community partners.
Organize and oversee volunteer activities and events.
Ensure volunteers are engaged and motivated to support organizational goals.
Oversee a Commit for Life Volunteer Ambassador program targeting Colleges/Universities.
Develop a consistent customer experience presence at all donor centers, using volunteers when a Donor Concierge is unavailable.
Coordinate community engagement tabling events for a consistent Gulf Coast Blood presence that showcases our Commit for Life programs - Donate, Host, and Volunteer.
Management Responsibilities (15%)
Supervises customer experience team, volunteer coordinator, and volunteers.
Responsibilities include interviewing, hiring, and training employees/volunteers; planning, assigning, and directing work; overseeing and managing performance of the team; addressing complaints and resolving problems.
Administrative Duties (15%)
Provide support, coaching, and direction to ensure our customers’ experience is consistent across the organization.
Maintains and utilize reporting tools to track call response metrics.
Review daily call logs and email inquiries regarding donor feedback.
Analyze donor feedback trends and compare year-over-year results to identify trends and proactively drive improvements.
Respond to complex donor issues while remaining calm during difficult engagement experiences.
Assists in identifying training gaps and areas of improvement.
Assist with establishing and monitoring Customer Experience goals and service indicators.
Enforces the Blood Center’s EEO, Affirmative Action and Safety/Health.
Tips to thrive in our culture:
Embody our Core Values of Commitment, Integrity, and Respect
Work to actively create experiences that inspire others to save lives, each and every day.
Embrace doing it right, making connections, and creating desired experiences.
Comply with all organizational policies and standards, including safety rules, and be willing to report actual and potential violations to the appropriate supervisor or manager.
Required Qualifications:
Education
Bachelor's degree from an accredited four-year college or university preferred.
Experience
5 years relevant Volunteer or Customer Experience.
Prior experience coordinating volunteer and promotional marketing activity for Gulf Coast Blood is strongly preferred.
Certifications / Licenses
Must have a valid Texas Driver’s License and acceptable driving record.
Must meet standards of The Blood Center’s Vehicle Safety Program.
Working Conditions & Physical Demands:
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be regularly able to work at off-site locations and to either transport self or be transported to the same.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel: Maybe required to work at off-site locations and to either transport self or be transported to the location.
Schedule: Standard business hours, Monday – Friday, occasional weekends/after hours to support volunteer events and orientation training.
Who We Are:
Since 1975, Gulf Coast Blood has been one of the nation’s largest community blood centers, serving 170 hospitals across 26 counties. Headquartered in Houston, we support the world’s largest medical complex—the Texas Medical Center—while operating 18 donor centers and hosting more than 7,000 mobile blood drives each year. As an FDA-accredited nonprofit, we provide high-quality human cellular material for both scientific and therapeutic use.
Some Jobs Change Lives. Others Save Them.
Think you have what it takes to save lives with us? We want to hear from you.
EQUAL OPPORTUNITY EMPLOYER STATEMENT
Gulf Coast Blood is an Equal Employment Opportunity Employer. Qualified applicants for positions are considered without regard to race/ethnicity, color, religion, national origin, age, pregnancy, sex, sexual orientation, gender identity, transgender status, military status, protected veteran status, disability status, genetic testing results, or any other basis or characteristic prohibited by applicable law, statute, regulation or Executive Order.