Senior Manager, Learning Management and Customer Experience

Senior Manager, Learning Management and Customer Experience

Washington, D.C.

The American Pharmacists Association is the largest association representing pharmacists in all practice settings in the United States and is the only organization advancing the entire pharmacy profession.

Our expert staff, and strong volunteer leadership, including many experienced pharmacists, allow us to deliver vital leadership to help pharmacists, pharmaceutical scientists, student pharmacists, and pharmacy technicians find success and satisfaction in their work while advocating for changes that benefit them and their patients. From our headquarters in Washington, D.C., APhA prepares members to thrive at every career stage and in every pharmacy setting with world-class continuing education, transformative events, unique practice tools, and timely solutions to complex challenges. We’re committed to helping them deliver outstanding patient care, receive due recognition, and work at a full scope of practice. APhA advocates to give pharmacists a voice in decisions that affect their future while promoting their undeniable value to health care teams. Our goal is to facilitate pharmacists’ delivery of the highest quality patient-centered care.

WHAT WE’RE ABOUT

Collaboration- We strive to produce meaningful products and services in the spirit of trust and partnership throughout the organization. To achieve success, we are flexible, adaptable, open-minded, cooperative, and inclusive.

Accountability- We strive to meet the highest standards of ethical behavior. Equity, integrity, transparency, and personal responsibility drive everything we do. We are good stewards of organizational and human resources, and we are champions for our members and colleagues.

Respect- We are committed to seeking to understand others’ perspectives and appreciating our differences; treating others with consideration, thoughtfulness, and empathy; recognizing, acknowledging, and supporting each other; being fair to and supportive of our colleagues; attentively listening, and communicating tactfully and sensitively.

Excellence- We strive to deliver high-quality, innovative, and best-in-class products and services that offer high value to members and stakeholders. We embrace a culture of continuous learning and improvement.

WHAT YOU’LL DO

As the Senior Manager, Learning Management and Customer Experience, you will:

• Build education learning products, including general accredited and non-accredited continuing pharmacy education, programs accredited for Board of Pharmacy Specialties recertification and certificate training programs in the LMS based on needs of colleagues, maintaining and refining a cohesive standard.
• Develop high-quality and engaging learning activities (guided discovery, case method, problem-based, game-based) and compelling course content that meets the needs of learners.
• Analyze data from customer service platform, customers and licensed partners to determine if any changes need to be implemented in LMS product builds or configuration; when process improvement identified, implement changes, and update standard operating procedures.
• Works with APhA’s customer service vendor and other colleagues to optimize customer experience
• Provide insight and perspective to leadership regarding educational needs and opportunities for pharmacy technicians.

WHO WE’RE LOOKING FOR

APhA may be the right fit for you have:

Experience and Education required:

• A Bachelor’s degree is required.
• A minimum of 5+ years practicing as a pharmacy technician is required; CPhT certification strongly preferred.
• A minimum of 5+ years of experience using learning management systems, customer service experience is required, eLearning design experience preferred.

Skills, knowledge and abilities required:

• Critical thinking and problem
• solving skills
• Attention to detail
• Effective time management skills
  • Customer service skills, responsive attitude
• Ability to communicate with tact and diplomacy orally and in writing.
• Experience working as a pharmacy technician in a patient care practice setting, preferred.
• Experience working with a Learning Management Systems, preferably Docebo.
• Experience with an Association Management System, preferably Personify.
• Aptitude to learn and implement new technology as needed
• Ability to QA and troubleshoot and resolve technical delivery issues across multiple platforms and devices
• Excellent computer proficiency including skills in use of Microsoft Office applications preferred: Word, Excel, PowerPoint, Teams, SharePoint
• Ability to work independently, handle multiple projects timely, and adhere to deadlines and project plans effectively
• Experience developing CE for healthcare/medical professionals.
• Knowledge of instructional design, development, and delivery methodologies, preferred.
• Understanding of adult learning principles, preferred.
• Able to travel to APhA’s Annual Meeting.

LOCATION: Washington, DC – Hybrid, two days a week in the office (Tuesday & Thursday)

APhA does not make hiring decisions on the basis of race, color, creed, ethnicity, national origin, gender, gender identity, sexual orientation, socio-economic background, age, disability, veteran status, religion, political affiliation, or any other characteristic protected by state, federal, or local law.

Applicants must be currently authorized to work' in the United States on a full-time basis.