Manager of Patron Experience

2 months ago

Greater Sudbury, Canada City of Greater Sudbury Full time

**Section**: Patron Experience
**Division**: Greater Sudbury Public Library
**Department**: Office of the Chief Administrative Officer
**Initial Reporting Location**: Main Library

**Job Status**: Permanent position

**Affiliation**: Non union
**Hours of Work**: 70 hours bi-weekly
**Shift Work Required**: No

**The start date will follow the selection process.**

This position is eligible to work remotely on a part-time basis.

**Main Function**: The position is responsible to the Chief Executive Officer and Chief Librarian for the complete management, direction, and operation of the Patron Experience Section, and for the successful accomplishment of strategic organizational priorities and the sectional annual Business Plan.

**Characteristic Duties**: Under the general direction of the Chief Executive Officer and Chief Librarian.

**Service Objectives**:

- Responsible for strategic leadership in the design and delivery of high-quality public services which achieve Greater Sudbury Public Library’s (GSPL) mission, vision, and strategic objectives.
- Champion GSPL’s patron experience model, inspiring and empowering library staff to ensure exceptional patron-centric experiences in the delivery of frontline library services.
- Collaborating with the administration team, plan and execute actions which achieve GSPL’s strategic objectives through the development and implementation of annual workplans.
- Manage overall performance of Patron Experience Section, achieving annual performance targets and meeting identified patron and community needs.
- Provide systemwide leadership that inspires and promotes organizational excellence, innovation, and collaboration.

**Duties**:

- Ensure the effective operation of the Patron Experience Section including oversight of the in-brand delivery of library and municipal services.
- Accountable for working collaboratively with branch supervisors for employee and labour relations within the section. This includes but not limited to recruitment, performance management, accommodation management, scheduling, and discipline in line with the collective agreement and policies and procedures.
- Perform outcome-based evaluations to measure the impact of services on the community, implementing continuous improvements based on evaluation results.
- Sponsor and/or manage organizational projects by developing, coordinating, and implementing project management tools and best practices.
- Coordinate ongoing facility maintenance for GSPL branches, ensuring that building conditions algin with established service levels.
- Assist with the coordination of major capital infrastructure and renewal projects.
- Serve on GSPL’s Administration and Strategic Leadership teams, contributing to strategic planning, innovation, and governance to enhance the library’s mission and strategic goals.
- Lead and act as an active member of internal and external cross-functional teams; collaborate with City of Greater Sudbury partners on service design and delivery.
- Provide strategic advice and guidance to the library’s administration team, the Chief Executive Officer and Chief Librarian, and the Library Board to assist in policy development and decision making related to service objectives.
- Assist in the preparation of budget estimates and monitor expenditures to ensure they are within the budget allocations.
- Contribute to GSPL’s continuous improvement through the identification, development, and implementation of organizational policies, procedures, and practices.
- Perform on-call duties, responding to operational needs or supervisory responsibilities related to GSPL facilities (e.g., responding to alarms, break-ins, emergencies).
- Maintain awareness of trends and developments in the field of public library administration, bringing new and innovative ideas to the table in order to enhance the performance of GSPL.
- Ensure that due diligence is exercised in support of GSPL/City of Greater Sudbury risk management policies; report and monitor as required incidents involving accidents, property damage and/or theft.
- May be required to work outside of normal or core business hours to coordinate library activities or events.
- Develop and maintain a thorough working knowledge of CGS’s Safety Manual and the applicable Provincial Legislation listed therein.
- Perform other related duties as required.

**Qualifications**:
**Education and Training**:

- Master’s degree in Library and Information Science from a recognized university with Canadian accreditation.
- Additional education initiatives to update and expand competencies.

**Experience**:

- Minimum of five (5) years relevant library experience, including at least two (2) years in a people management/supervisor capacity.

**Knowledge Of**:

- Applicable legislation and related regulations.
- Best practices within area of responsibility, including change management, risk management, and conflict resolution.
- Relevant technologies including

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