What are the responsibilities and job description for the Senior Manager, Learning Management and Customer Experience position at Careers?

Are you a current or former pharmacy technician with a strong proficiency in learning management systems and association management systems?

We are in search of a Senior Manager, Learning Management and Customer Experience for the American Pharmacists Association located in Washington, D.C. This is a Full Time, Hybrid, Direct Hire position with an annual salary range of $75,000 - 92,000 / yr. plus benefits.

ORGANIZATION : American Pharmacists Association

LOCATION : Washington D.C.

POSITION TITLE : Senior Manager, Learning Management and Customer Experience

SCHEDULE : Full-Time (40 hrs. / wk.), Hybrid

DURATION : Direct Hire

SALARY : $75,000 - 92,000 / yr. (DOE) plus benefits

Is this your dream job?! The Senior Manager for Learning Management and Customer Experience provides planning and administrative management of the learning management system (LMS) and association management system (AMS) design and product builds. Ensures that the system is set up for optimal customer experience, learners are provided instruction for how to use the system, and improves system design based on customer service outcomes and departmental goals. Participates in the design, delivery, and troubleshooting of eLearning products. Partners with other areas of APhA (Business Development, Pharmacy Technician Community Members) to plan for educational initiatives that align with APhA's strategic plans and meet the needs of pharmacy technician members.

Our Ideal Candidate :

Bachelor's degree is required
Minimum of 5 years practicing as a pharmacy technician is required; CPhT certification is strongly preferred
Minimum of 5 years of experience using learning management systems, customer service experience is required, eLearning design experience preferred
Critical thinking and problem-solving 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 System, 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 the 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

How You Will Spend Your Day :

Function 1 - Ensures proper functioning and utility of LMS, AMS, and associated integrations

Builds 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 the needs of colleagues, maintaining a cohesive standard

Create and maintain standard operating procedures to ensure the security and integrity of systems / networks.

Serves as the interdepartmental point person on behalf of Education with Digital Information Services (DIS); ensures appropriate reporting is delivered when needed

Collaborates with administrative manager and DIS to confirm appropriate functioning of integrations between LMS, AMS, CPE Monitor, CE Broker, CYZAP, and other programs or technologies used, if applicable

Research and troubleshoot problems related to the LMS, AMS, and associated integrations that impact education products

Acquires and maintains knowledge of current technology as it applies to LMS and AMS software and systems; Identifies and communicates opportunities for process and quality improvements, providing feedback on usage, defects, and suggested enhancements

Analyzes data and implements solutions to effectively utilize the LMS to deliver, track training, and measure learning activities to meet organizational objectives

Partners with key collaborators in cross-functional areas to engage in troubleshooting activities related to course design, configuration, and / or infrastructure consistent with established organization-wide governance guidelines and industry best practices

Partners with key collaborators to ensure an optimal LMS experience for licensed partners. Updates LMS design, configuration, and workflow for continuous quality improvement based on feedback from coordinators

Creates and updates resources to train and support learners and staff on how to use the technology

Attends conferences related to the LMS and AMS as applicable

Function 2 - Participates in eLearning design functions and troubleshooting

Collaborate with cross-functional teams, including subject matter experts and project managers to coordinate effective project delivery

Develops high-quality and engaging learning activities (guided discovery, case method, problem-based, game-based) and compelling course content that meets the needs of learners

Develop new and edit existing multimedia assets to support the course content (illustrations, graphics, videos, etc.)

Ensures eLearning products are set up appropriately in the LMS for optimal learner experience. Troubleshoots and makes updates to eLearning products based on learner feedback

Function 3 - Works with APhA's customer service vendor and other colleagues to optimize customer experience

Provide training and guidance for the customer service vendor (PBD) managers and team members

Provide training and guidance for Education staff assigned in HelpScout

Work with the administrative manager to manage the education account on HelpScout and act as the learning management system subject matter expert (SME) to attend monthly / quarterly APhA and PBD meetings

Meet with Customer Service's team lead on a weekly / biweekly basis to discuss any ongoing issues they are hearing, and to inform of any updates. Support administrative manager to ensure that all education-related calls / emails and CoA requests are fulfilled in a timely manner

Analyze data from HelpScout, customers, and licensed partners to determine if any changes need to be implemented in LMS product builds or configuration; when process improvement is identified, implement changes, and update standard operating procedures

Function 4 - Supports the development of education and resources strategy for pharmacy technicians

Liaise and partner with other areas of APhA (Business Development, Pharmacy Technician Community, Practice Implementation) to plan for educational initiatives and the creation of resources that align with APhA's strategic plans and meet the needs of pharmacy technician members.

Conduct environmental scans to inform educational gaps and resources needed for pharmacy technician members.

Provide insight and perspective to leadership regarding educational needs and opportunities for pharmacy technicians

We'd love to hear from you!

If this sounds like the job for you or know someone who would be a great fit, we would love to help make that happen. Please apply using the link below.

For more information about Careers In Nonprofits and our other available opportunities and workshops, please visit our website at www.careersinnonprofits.com.

Careers In Nonprofits is an equal opportunity employer. Empowered by the #ILoveMyJob mission, we celebrate diversity and are committed to creating an inclusive work environment within the nonprofit sector.

Due to the high volume of applications we receive, we regretfully can only respond to those candidates who best meet the requirements of a specific position or whose backgrounds are generally applicable to our client base. Please rest assured that we retain all candidate information for possible future matches, even if you do not hear from us in regard to your application in response to this ad.

Salary : $75,000 - $92,000

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