Assistant Manager, Customer Experience

2 weeks ago

Kitchener, Canada Conestoga College Full time

Requisition Details

**Job Title**:
**Assistant Manager, Customer Experience**

**Requisition #**:
**23-220**

**Campus**:

Doon

**Department**:

Library & Learning Services

**Payband**:

10

**Payband Range**:

$78,295.00 - $97,869.00

**Hours/Week**:

37.5

**Posting Date**:

Monday, May 8, 2023

**Closing Date**:

Monday, May 22, 2023 at 11:59 PM EST

**Vacancy Type**:

Administration - Full-time

Administrative Full-time New Position

The Assistant Manager, Customer Experience, provides leadership support to the Manager, Customer Experience & Operations with the direction, delivery, scheduling, and evaluation of all in-person and virtual frontline Library and Tech services (research and technical support, resource circulation, academic integrity, etc.) to ensure high quality, and provides leadership to the Doon and Brantford Frontline Library Services Technicians. The incumbent actively participates in all service environments by answering questions directly from students, faculty, staff, and community members. The Assistant Manager supports service training, plus staff assessment and feedback, and also provides day-to-day operational support at Doon.

**Responsibilities**:

- Supports the Manager, Customer Experience & Operations (CE&O) in the provision of all frontline Library and Tech Services, including direct service provision
- Oversees closing and weekend shift service delivery and operations at the Doon Library in addition to single-staffed service delivery at the Brantford Campus
- Implements American Library Association Standards on Professional Competencies for Reference and User Services to ensure high quality and enhance scholarship in the College community
- Keeps current on trends and technologies, both in the library and virtual
- Develops strategies and plans for Library Services initiatives and improvements
- Evaluates service and resource levels, plus requirements to maintain excellent responsiveness and customer satisfaction
- Ensures a high level of staff performance through effective recruiting, selecting, developing, motivating, evaluating, and training of direct and indirect reports
- Coordinates with the Manager, CE&O professional development opportunities related to frontline service and support resources for staff
- Facilitates ongoing information exchange within the team and calls regular meetings to problem-solve and develop new ideas
- Maintains and analyses service statistics for use in planning, scheduling, and reports
- Supports the Manager, CE&O with the creation of term-by-term and vacation period schedules for service coverage
- Makes required weekly and daily shift coverage changes to the schedule due to absences and other staff commitments
- Acts as a resource for conflict resolution with issues related to clients and staff
- Liaises and collaborates regularly with the Manager, Access & Education (A&E), Writing Services Manager, and Academic Integrity Manager on service delivery and support for their respective areas
- Liaises and collaborates with other college support service areas as needed, including but not limited to: Campus Managers, ITS, Security, Student Success, Student Engagement, Career Services, Accessibility Services, Bookstore, ONECard, and International
- Cross-trains to provide back-up support for most Library Service processes
- Supports Manager and CE&O with Doon Library physical operational issues and collaborates with Facilities Management on short and long-term maintenance solutions, housekeeping issues, disaster response, and renovation/new build projects, including project management support to ensure deliverables are met with mínimal disruption to service delivery
- Supports procurement and installation of physical resources (e.g., furnishings) for all service locations supporting student and staff function

Qualifications:

- Bachelor’s Degree in Library Sciences, Information Sciences, Education or a related discipline in combination with a LIT diploma; Master’s degree in Library and Information Technology/Science preferred
- Three years of practical work-related experience
- Completion of a course involving Reference Services or Reference Services in Academic Libraries
- Thorough understanding of issues and trends in client service standards and delivery
- Demonstrated practical, hands-on experience in provision of reference and circulation services, including virtual/online services
- Excellent database searching skills
- Exposure to a broad range of reference tools
- Excellent organization and project management skills
- Strong collaborative relationship and team building skills; superior interpersonal skills
- Excellent oral and written communication and presentation skills
- High degree of initiative; ability to think analytically to solve problems creatively and effectively
- Ability to handle multiple demands and changing priorities

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