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Patron Experience Manager

2 months ago

Sudbury, Ontario, Canada City of Greater Sudbury Full time
Job Description

Job Title: Patron Experience Manager

Job Summary:

The City of Greater Sudbury is seeking a highly skilled and experienced Patron Experience Manager to join our team. As a key member of our organization, you will be responsible for leading the Patron Experience Section and ensuring the delivery of high-quality public services that meet the needs of our community.

Key Responsibilities:

  • Leadership and Management: Provide strategic leadership and direction to the Patron Experience Section, ensuring the successful accomplishment of strategic organizational priorities and sectional annual business plans.
  • Service Delivery: Champion the library's patron experience model, inspiring and empowering library staff to deliver exceptional patron-centric experiences in the delivery of frontline library services.
  • Performance Management: Manage overall performance of the Patron Experience Section, achieving annual performance targets and meeting identified patron and community needs.
  • Collaboration and Communication: Collaborate with the administration team to plan and execute actions that achieve strategic objectives through the development and implementation of annual workplans.
  • Project Management: Sponsor and/or manage organizational projects by developing, coordinating, and implementing project management tools and best practices.
  • Facilities Management: Coordinate ongoing facility maintenance for GSPL branches, ensuring that building conditions align with established service levels.
  • Strategic Planning: 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.
  • Communication and Stakeholder Engagement: 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.
  • Financial Management: Assist in the preparation of budget estimates and monitor expenditures to ensure they are within the budget allocations.
  • Continuous Improvement: Contribute to GSPL's continuous improvement through the identification, development, and implementation of organizational policies, procedures, and practices.
  • Operational Support: Perform on-call duties, responding to operational needs or supervisory responsibilities related to GSPL facilities.
  • Professional Development: 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.
  • Risk Management: 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.

Requirements:

  • Education: Master's degree in Library and Information Science from a recognized university with Canadian accreditation.
  • Experience: Minimum of five (5) years relevant library experience, including at least two (2) years in a people management/supervisor capacity.
  • Knowledge and Skills: Applicable legislation and related regulations, best practices within area of responsibility, relevant technologies, community needs for library and municipal services, effective communication tools, project management best practices.
  • Abilities: Demonstrate consistent and effective leadership, influencing, and motivation others positively, generate buy-in and enthusiasm for GSPL's mission and vision, utilize strong communication skills, exhibit effective interpersonal skills, apply strong project management skills, demonstrate excellent prioritization and time management skills, work independently and collaboratively as a member of a team.
  • Personal Suitability: Mental and physical fitness to perform essential job functions.
  • Language: Excellent use of English; verbally and in writing. French verbal skills highly desirable; written skills an asset.