Manager, Customer Experience

2 weeks ago

Oakville, Canada Town of Oakville Full time

**Employment Status**: Permanent Full-time (Non-Union)
**Hours**: 35 hours per week. Hours may include evenings and weekends. This role will require you to participate in the on-call manager rotation.

**What you'll do**
The Manager of Customer Experience has the overall responsibility for the management of staff and library branch facilities and services for the Oakville Public Library. The Manager guides and supports the Branch Supervisor in staff supervision, customer-focused service delivery, and daily operations. Under the direction of the Director of Customer Experience, the Manager assists in developing strategy and vision for their library branch(es).

This position will have the unique opportunity to launch the new Sixteen Mile branch which is anticipated to open in Fall 2025. This 18,000 sq. ft. library branch will feature work and study rooms, creative spaces, and an outdoor children’s play area. In this role, you would have the opportunity to oversee startup planning, service design, hiring and onboarding, and opening celebrations.

This new branch will be uniquely positioned to deliver on the library’s mission and strategic pillar to promote digital discovery. In this role you will be responsible for the organization’s overall strategy and operations of creative spaces and maker services, while ensuring that service design is achieved in collaboration with each Department and all Customer Experience branch teams. You will facilitate digital literacy initiatives to enhance opportunities for customers to explore technology, engage with creative equipment, and develop essential digital skills.

As the Manager of Customer Experience, you will be accountable for:
**People Management**
- Provide supervision, coaching, and mentoring to branch staff. Provides feedback on a continual basis.
- Ensure that staff provide excellent customer service in alignment with OPL’s customer experience values.
- Develop staff skills and strengths by providing opportunities for professional development.
- Accountable, along with branch supervisors, for employee and labour relations within assigned branches. This includes but not limited to recruitment, performance management, accommodation management, scheduling, and discipline in line with the Collective Agreement and HR policies and procedures.
- Maintain a consistent presence in the branch to ensure that work is performed according to OPL’s standards, policies, and procedures.

**Branch Operations**
- Maintain effective and efficient branch operations. Through ongoing observation and participation with staff, suggest and implement options for operational improvements to enhance customer experience.
- Work with staff to enhance branch performance and uses relevant metrics as benchmarks.
- Participate in management meetings. Participate in branch-focused project work to enhance services.
- Oversee the departmental budgets, in-branch collections, programming/events, technology and equipment, and physical facilities
- Maintain a safe workplace. Work with appropriate parties to address deficiencies or correct potential issues. Identify potential workplace hazards and addresses them promptly.

**Customer Experience**
- Build relationships with customers and community partners within branch catchment areas; actively reviewing relationships to ensure all parties mutually benefit.
- Model effective customer experience behaviour for all staff
- Clearly identify and communicate expectations to branch staff to ensure strategic outcomes are achieved
- Implement and model OPL’s customer experience values in all aspects of branch operations.

**Service Excellence**:

- Foster a collaborative team culture that reflects the organization’s core values of equitable access, curiosity, belonging, lifelong learning, intellectual freedom, and exceptional service.
- Evaluate library services, policies, and practices with an equity and values-based lens to remove barriers and enhance the customer and staff experience.
- Lead continuous improvement efforts across library services, supporting the achievement of the library’s strategic goal to enrich lives and build healthy, thriving communities.
- Develop and implement strategies to improve customer retention and engagement.
- Manage resource allocation efficiently to support operational goals and optimize service delivery.

**Leadership & Strategy**:

- Work collaboratively with the management team in decision making, strategic planning, goal setting and public relations
- Research and respond to trends, practices, and innovations which enhance the quality of library services
- Create reports and statistical analysis as necessary to support better library management decisions; participate and contribute to the development and review of policies and procedures.
- Assume leadership role on internal and external library or professional committee
- Comply with the provisions of the Occupational Health & Safety Act, the Workplace Safety and Insur

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