What are the responsibilities and job description for the Manager, User Experience (AMS/CRM Administrator) position at Pharmacy Quality Alliance?
POSITION OVERVIEW
The Manager, User Experience, is responsible for managing PQA’s association and customer relationship management (AMS-CRM) platforms to ensure seamless operations and interactions for both internal teams and external stakeholders, including members, partners, and program participants. This stakeholder-facing role bridges technology and user experience, ensuring systems effectively support stakeholder engagement, program operations, and service accessibility. The Manager provides system guidance, training resources, and technical assistance, while assisting teams with system queries and report creation to facilitate data access for informed decision-making. The Manager also ensures external stakeholders can efficiently access PQA’s digital services and resources. Collaborating across PQA’s four domains (Measures, Research, Education, and Convening), the Manager supports the optimization of digital experiences, data tracking, and organization-wide service delivery.
Note : This role will evolve significantly from 2025 to 2026. In 2025, the Manager will support membership, accounts, events, and forms within the current AMS (MemberClicks), providing added departmental assistance during this transitional period before the new AMS-CRM system (Fonteva) implementation. The Manager will play a key role in the planning, configuration, and implementation of Fonteva. In 2026, following the Fonteva go-live, the Manager will transition to enterprise-wide AMS-CRM support, focusing on maintaining system functionality, data integrity, and consistent usage across all PQA domains. This period of digital transformation presents an exciting opportunity to contribute to innovative solutions and drive positive organizational change.
ESSENTIAL RESPONSIBILITIES :
- System Management & Optimization
Serves as the primary AMS-CRM expert, ensuring systems effectively support stakeholder engagement, program operations, and service accessibility across PQA’s four domains.
Ensure external stakeholders (members, partners, program participants) have seamless access to PQA’s digital systems, services, and self-service tools.
QUALIFICATIONS AND EXPERIENCE
Minimum requirements include :
Preferred but not required :
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
TRAVEL :
Occasional travel to attend the PQA Annual Meeting, Leadership Summit, and internal team meetings.
APPLY :
Sponsorship is not available.
Interested candidates should submit a letter of interest accompanied by a resume or curriculum vitae to careers@PQAalliance.org. Please include your salary requirement in your cover letter. This will help us ensure alignment early in the hiring process.
This job description does not imply that the stated requirements are the only expectations for the job. Incumbents are expected to perform any other duties that may be assigned. PQA has the right to revise this job description at any time. PQA is an “at-will” employer and as such, neither this job description nor your signature constitutes any form of contractual agreement between you and PQA.
EEO Statement
PQA is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on the following protected classes : age (40 and older), race (including traits historically associated with race, which includes hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, national origin, ancestry, religion (including any outward expression of religious faith, which includes adherence to religious dressing and grooming practices and carrying or displaying religious items or symbols), sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), physical or mental disability, genetic information (including testing and characteristics), marital status, military status (including status as a uniformed servicemember, a veteran, or dependent of a servicemember), or any other status protected by federal, state, or local laws. The Organization is dedicated to the fulfillment of this policy in regard to all aspects of employment, including, but not limited to, recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
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