SENIOR MANAGER, LEARNING MANAGEMENT AND CUSTOMER EXPERIENCE

Indiana Society of Association Executives- JobBoar

Full-time - Mid Level

About the position

The Senior Manager, Learning Management and Customer Experience at the American Pharmacists Association (APhA) is responsible for developing and managing educational learning products and enhancing customer experience. This role involves creating accredited continuing pharmacy education programs, analyzing customer service data, and collaborating with various stakeholders to optimize learning management systems (LMS) and customer interactions. The position emphasizes collaboration, accountability, respect, and excellence in delivering high-quality educational services to pharmacy professionals.

Responsibilities

• Build education learning products, including accredited and non-accredited continuing pharmacy education programs.
• Develop engaging learning activities and compelling course content that meets learner needs.
• Analyze data from customer service platforms to identify necessary changes in LMS product builds or configurations.
• Implement process improvements and update standard operating procedures as needed.
• Collaborate with APhA's customer service vendor to enhance customer experience.
• Provide insights to leadership regarding educational needs and opportunities for pharmacy technicians.

Requirements

• Bachelor's degree is required.
• Minimum of 5+ years practicing as a pharmacy technician is required; CPhT certification strongly preferred.
• Minimum of 5+ years of experience using learning management systems and customer service experience is required; eLearning design experience preferred.
• Critical thinking and problem-solving skills.
• Attention to detail and effective time management skills.
• Strong customer service skills and a responsive attitude.
• Ability to communicate with tact and diplomacy, both orally and in writing.
• Experience working as a pharmacy technician in a patient care practice setting is preferred.
• Experience with 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 technical delivery issues across multiple platforms and devices.
• Excellent computer proficiency, including Microsoft Office applications (Word, Excel, PowerPoint, Teams, SharePoint).
• Ability to work independently and manage multiple projects effectively.
• Experience developing continuing education for healthcare/medical professionals.
• Knowledge of instructional design, development, and delivery methodologies is preferred.
• Understanding of adult learning principles is preferred.

Nice-to-haves

• Experience working with Learning Management Systems, preferably Docebo.
• Experience with an Association Management System, preferably Personify.
• Knowledge of instructional design, development, and delivery methodologies.
• Understanding of adult learning principles.

Benefits

• Hybrid work environment (two days a week in the office).
• Opportunities for professional development and continuous learning.