Manager, Customer Experience

2 months ago

Kitchener, Canada Conestoga College Full time

**Requisition Details**:

- **Job Title**:Manager, Customer Experience & Operations - Library Services**:

- **Requisition #**:23-994R1**:

- **Campus**: Doon
- **Department**: Library & Learning Services
- **Payband**: 11
- **Payband Range**: $94,113.00 - $117,641.00
- **Hours/Week**: 37.5
- **Posting Date**: Wednesday, February 21, 2024
- **Closing Date**: Wednesday, March 13, 2024 at 11:59 PM EST
- **Vacancy Type**: Administration - Full-time

Administrative Full-time New Position

The Manager of Customer Experience & Operations has the responsibility of planning the direction, delivery, scheduling, and evaluation of all in-person and virtual frontline Library and Tech services, including research and technical support, resource circulation, and academic integrity to ensure a high quality of services. The incumbent will provide leadership to the Library Services team, while overseeing physical operations at all service locations.

The Manager actively participates in all service environments by answering questions directly from students, faculty, staff, and community members. The incumbent will provide and coordinate all service training, comprehensive literature search, and information source recommendation services to the College’s faculty and administration, enhancing scholarship in the College community.

**Responsibilities**:

- Assumes a leadership role in the provision of all frontline Library & Teach-Me-Tech services, including direct service provision
- Oversees service delivery and operations at 7+ campus locations, supported by 40+ full-time, part-time professional, and student staff
- 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 for both in-person and virtual services
- Develops strategies and plans for Library Services initiatives and improvements
- Evaluates service and resource levels and requirements to maintain excellent responsiveness and customer satisfaction
- Ensures a high level of staff performance through effective recruiting, selecting, developing, motivating, evaluating, and training
- Arranges professional development opportunities related to frontline service and support resources for staff
- Facilitates ongoing exchange of information within the service team and calls regular meetings to problem solve and develop new ideas
- Maintains and analyses service statistics for use in planning, scheduling, and reports
- Creates 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 that arise between clients and staff
- Liaises and collaborates regularly with the Manager of Access & Education, Writing Services Manager, Academic Integrity Manager, and Learning Services Manager on service delivery and support for their respective areas
- Liaises and collaborates with other college support service areas, including but not limited to, Campus Managers, ITS, Security, Student Success, Student Engagement, Career Services, Accessibility Services, Bookstore, ONE Card, and International
- Works with the Manager of Access and Education to provide content development support and assessment for the Library Services’ website
- Provides back-up support for most Library Service processes
- Handles 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 for all service locations supporting student and staff function
- Supports comprehensive literature searching and other research support services to professionals in College administrative/service departments and supports proposals and ongoing research work
- Provides guidance and advice about information sources and search techniques to faculty and other staff who are working on advanced degrees
- As assigned by the Library Associate Director, represents College and external committees, and supports with orientation activity support, collection development/procurement activities, and creation/delivery of communications and promotions

**Qualifications**:

- Master’s Degree in Library and Information Technology/Science
- Completion of a course at the Master’s level in Advanced Reference Services or Reference Services in Academic Libraries
- Five years of practical related work experience in Library Services, including experience managing a team
- Thorough understanding of issues and trends in client service standards and delivery
- Demonstrated practical, hands-on experience in the

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