Manager, Customer Experience

**Employment Status**:Permanent Full-Time (non-union)
**Hours**: 35 hours per week with ability to work all shifts (days, evenings, and weekends). _This role will require you to participate in the manager rotation for after-hours coverage_
**Location**:Primary location will be Clearview and Central branches. Role will require the ability to travel to all sites.
**Salary**:$93,600 - $110,118 (2021 compensation rate)

Oakville is a rapidly growing community that recognizes its Oakville Public Library (OPL) as an essential service that enrich lives and build healthy communities for its residents. With seven branches and four OPL Express locations (book lending kiosks & hold lockers) throughout Oakville, OPL strives to meet its customers where they are.

The Manager, Customer Experience & Service Delivery has overall responsibility for the supervision and management of a traditional branch along with alternative services points for the Oakville Public Library.

Supporting the Director, Customer Experience, the Manager, Customer Experience & Service Delivery has system-wide responsibilities to research, plan, recommend and implement initiatives to improve library services.

**What you'll do**
**As Manager, Customer Experience & Service Delivery you will**:
**Service Delivery**:

- Lead the needs identification, design and development of innovative, cost-effective, and scalable library services and programs.
- Responsible for overseeing all aspect of materials circulation and materials handling and delivery across the system.
- Responsible for alternative services points (ie. OPL Express)
- Implement evaluation strategies to assess effectiveness of services and workflow analysis with the aim of continuously improving service.
- Collaborate with key staff to develop processes/procedures that support efficient workflows and daily service operations.
- Identify, develop, co-ordinate and deliver training and development to support customer service delivery and to build the team’s capacity.
- Manage projects and lead project teams, including budget accountability and piloting of new initiatives.
- Contribute feedback to policy development as it relates to library operations and services.
- Keep current with best practices and emerging issues and trends in public libraries, public sector management and leadership.
- Collect, analyze and report on key metrics and provide recommendations for improvement.

**People Management**:

- Provide supervision, coaching, and mentoring to team members. Provide feedback on a continuous basis.
- Shape a positive culture, motivating the team to provide excellent customer service through OPL’s customer experience values.
- Develop team members’ skills and strengths by providing opportunities for professional development as appropriate.
- Accountable, along with branch supervisors, for employee and labour relations within assigned service locations. 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 communication with team members, suggest and implement options for operational improvements to enhance customer experiences.
- Work with team members to enhance branch performance and uses relevant metrics as benchmarks.
- Oversee departmental budgets, location specific collections, programming/events, technology and physical facilities.
- Maintain a safe and respectful 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 review relationships to ensure all parties mutually benefit.
- Model effective customer experience behaviour for all staff.
- Clearly identify and communicate expectations to team members to ensure strategic outcomes are achieved.
- Implement and model OPL’s organizational and customer experience values in all aspects of service delivery.

**Leadership & Strategy**:

- Work collaboratively with the management team on making decisions, strategic planning, goal setting and public relations.
- Research and respond to trends, practices, and innovations which enhance the quality of library services.
- Comply with the provisions of the Occupational Health & Safety Act, the Workplace Safety and Insurance Act, other relevant health and safety legislation, and the Oakville Public Library’s Health & Safety Program

**Is this a good fit for you?**
**We're looking for someone who can**:

- Demonstrate experience in designing transformative services, demonstrating