Assistant Director, Library Services, Content Discovery and User Experience

**Vancouver Island Regional Library**
**Assistant Director, Library Services, Content Discovery and User Experience**:
**Division**:Library Services
**Primary Location**:Nanaimo North Administration
**Reporting Structure**:Director, Library Services (Service Design and Delivery)
**Employment Classification**:Exempt
**Compensation Scale**:E6

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The Assistant Director of Library Services, Content Discovery and User Experience, provides leadership in developing and delivering equitable, inclusive, and user-focused library services. This role is responsible for the strategic oversight of collection development and access, content discovery, metadata management, digital
licensing, and the integrated library system (ILS), with a strong emphasis on the customer experience through circulation workflows, customer service strategy, information services and reader’s advisory.

In partnership with the Leadership Team and Senior Leadership Group, this position plays a key role in advancing VIRL’s mission by aligning collections, platforms, and service strategies with community needs. The Assistant Director ensures that both physical and digital content is accessible, discoverable, and relevant—while fostering a library environment where the library user experience is intuitive, inclusive, and welcoming across all touchpoints.

This leadership role champions customer experience across the library system, working collaboratively with Library Services, IT, and Communications to enhance service design, service delivery, and community impact.

**KEY ACCOUNTABILITES**

- Oversee the selection, acquisition, evaluation, and deselection of physical and digital collections and resources, including licensed products and service delivery platforms. Ensure collections are balanced, inclusive, and representative of the diverse communities VIRL serves.
- Use evidence-based, data-driven approaches - including publishing and licensing trends, sector benchmarks, and community engagement metrics - to inform collection and service development.
- Lead the development, integration, and continuous improvement of discovery systems, metadata management, cataloging, and digital resource platforms to enhance user access, efficiency, and equity.
- Oversee the Integrated Library System (ILS), APIs, link resolvers, and related technologies to ensure seamless access, consistent workflows, and adherence to national and international cataloging standards (e.g., MARC, RDA, BIBFRAME).
- Supervise and support staff responsible for cataloging, acquisitions, systems administration, collection development, and website experience, promoting collaboration and professional growth.
- Embed customer experience (CX/UX) principles across library operations, policies, and systems, ensuring services are intuitive, inclusive, and user focused.
- Lead the planning, implementation, and ongoing improvement of circulation and access workflows - from discovery to borrowing to return - ensuring processes are consistent, efficient, and customer-friendly.
- Collaborate with library managers and service staff to identify service gaps and user pain points, implementing enhancements that improve accessibility, navigation, and overall patron satisfaction.
- Ensure VIRL’s physical and digital environments - including spaces, catalogs, signage, and websites - are welcoming, accessible, and compliant with universal design and WCAG standards.
- Champion a “customer-first” culture that values meaningful, engaging interactions and ensures discovery and borrowing experiences are personally relevant, not merely transactional.
- Define, monitor, and report on key performance metrics related to collections, service quality, and customer satisfaction. Use feedback and analytics to guide continuous improvement.
- Provide system-wide training and resources that build staff capacity in UX/CX, digital fluency, and inclusive customer service.
- Collaborate with senior leadership to align collection and service initiatives with VIRL’s strategic goals and priorities.
- Partner with vendors, consortia, and peer institutions to enhance digital content services, advance resource sharing, and promote digital inclusion.
- Represent VIRL in regional and national forums on content delivery, digital access, and user experience innovation.
- Stay informed of emerging library technologies, publishing models, and service design trends, leading implementations that improve efficiency, responsiveness, and user engagement.
- Performs other related duties as assigned.

**REQUIRED EDUCATION AND EXPERIENCE**
- Master’s Degree in Library and Information Science (MLIS or equivalent) from an ALA-accredited institution.
- Minimum of four (4) years of progressively responsible experience in libraries.
- Proven experience in library technical services, including ILS administration, metadata management, and digital content delivery.
- Experience leading and supporting diverse teams, providing clear direction, mentorship