Customers: Voice of the Customer
Steve Mansfield, MBA
Director of Tissue Bank Operations, Donor Alliance
With nearly 30 years of experience in tissue donation, Steve oversees the organization’s largest department responsible for the evaluation, transportation and surgical process of tissue donation. In his 18 years at Donor Alliance Steve has conceived and implemented process innovations, expanded service offerings, and opened new markets, leading to an 208% increase in tissue donation in his tenure. A category 3 leader, Steve was instrumental in helping the organization identify its key customers and developing an actionable plan to improve engagement. Steve has held numerous leadership positions in the field, including the tissue council chair for the Association of Organ Procurement Organization and member of the American Tissue Bank Council.
Director of Organ Procurement, Donor Alliance
With nearly three decades of experience in donation and transplantation, Jay oversees the complex medical process of organ recovery at Donor Alliance including managing clinical supervision and quality processes. In his seven-year tenure leading both the organ procurement and family support teams, performance improvement efforts have resulted in a 25% increase in lifesaving organs transplanted. Co-lead of the organization’s category 3 team, Jay has served as an examiner at both the state and national levels for Rocky Mountain Performance Excellence and the Baldrige Performance Excellence program. A former Navy medic, Jay ensures the mission, vision and values of Donor Alliance emanates throughout the lifesaving process of organ donation.