Manager, Innovation Practice and Process

ABOUT THE LIBRARY

Calgary Public Library is one of the largest municipal library systems in North America, serving more than 780,000 active members at 22 locations around the city.

Libraries connect people to ideas, inspiration, and insight. Our staff make a big impact on individuals and families every day, often through simple, small interactions. At the Library, you’ll take an innovative, creative approach to programs and services, considering the best ways to support our community and patrons of all ages.

We collaborate with different points of view, inspiring curiosity and growth as our varying backgrounds and expertise come together. At the Library, those varied perspectives and lived experiences make us stronger to better serve our community. We are committed to equity, diversity, and creating a sense of belonging for everyone.

Job Purpose

Reporting to the Director, Service Design Strategy, the Manager, Innovation Practice and Process, develops and fosters the Service Design Department’s innovation practice. This position works collaboratively with the Director and department staff to establish the infrastructure required to design and evaluate equitable programs and services for library patrons. This position oversees project portfolios, including identification, prioritization, and execution of opportunities for library programs and services. The Manager, Innovation Practice and Process manages and develops a team of service designers, support staff and Indigenous Services staff ensuring successful onboarding, integration, and training where staff can realize their potential and effectively support the Library in meeting its mandate.

The Manager, Innovation Practice and Process, fosters a collaborative and creative team environment, guiding staff in the development, evolution, and refinement of design tools and methodologies. This position also manages budgets and resources, ensuring alignment with the Library’s strategic plan.

Responsibilities

Leadership and Direction:

• Lead and supervise a team of service designers, Indigenous services staff and support staff.
• Support direct reports and department staff in developing and implementing practices and processes to support design responsibilities, such as:

1. Design Research and Problem Framing: Conduct user research to understand patron needs, pain points, and motivations through interviews, surveys, observation, service blueprints and other methods. Analyze research findings to clearly identify and / or reframe key challenges and / or areas for improvement within library services.
2. Ideation and Prototyping: Work collaboratively to generate creative responses to challenges identified. Use facilitated sessions, and digital collaboration tools to develop prototypes of new services, programs, staff training, systems and/or patron experiences - then test them with users to gather feedback.
3. Implementation and Evaluation: Codesign pilots with change management plans for new services, monitor their effectiveness, gather data on user adoption, system integration and adjust based on feedback

Horizontal Leadership: Build Collaborative Relationships: Guide the building of collaborative relationships in a complex setting, strengthening both internal and external networks, facilitating, and fostering mutually beneficial partnerships.

Community Engagement: Build relationships with community organizations and partners to identify project or service needs and collaborate on initiatives. Promote library programming and partnerships through outreach events, and community presentations. Foster inclusivity by supporting staff in developing programming with diverse audiences and abilities.

Relationship Management: Manage relationships with internal departments, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and external resources to support in delivering strategic priorities.

Culture of Innovation: Helping staff to develop Innovation competencies within the Department and the broader Library organization.

Project Management: Manage a portfolio of projects while reporting on current and emerging projects, including progress, milestones, and potential risks/mitigation steps.

Anchor on Purpose: Communicate and focus on core organizational and team purpose to engage the commitment of a dynamic, mid-sized team, to help set their priorities and direction.

Build Interpersonal Trust: Build trust with the members of a mid-sized team by valuing and acting on the perspectives of those who are different from them while also being honest and authentic about their own values, how they like to get work done, and who they are.

Performance Coaching: Manage performance within area of responsibility; set appropriate performance goals for direct reports and hold individuals accountable for achieving them; take action to ensure the achievement of annual business objectives.

Project Portfolio Monitoring and Reporting: Track project metrics such as design research outcomes, percentage completion, prototype results, and impact on community at the portfolio level. Analyze data to identify areas for improvement and make data-driven decisions regarding innovation practice adjustments. Prepare regular reports on innovation project portfolio performance to library leadership and stakeholders.

Required Skills & Qualifications

• University degree in related field, or a Master’s degree (preferred) and a minimum three years of experience in progressive leadership positions. Equivalent combinations of experience and education may be considered.
• Knowledge, competence, and experience in the application of design thinking principles, systemic design, agile project management, change management, management consulting, and the use of social innovation tools in developing design-based innovative programs and services.
• Skills and experience with trauma-informed leadership, decolonizing design practice and supporting the integration of anti-racism into innovation practice.
• Experience or training and familiarity within the Indigenous ways of knowing and community.
• The ability to lead and foster a high functioning, collaborative, and creative team ensuring projects are executed at the highest quality; demonstrated abilities to coach with trauma-informed practice and inspire others in their learning and development.
• Strong facilitation skills to create a psychologically brave and productive environment and work with all levels of the Library.
• Proficiency in conducting qualitative and quantitative research to gather user insights.
• Exceptional customer service and relationship building skills to successfully liaise with internal contributors and network with external partner organizations.
• Effective and respectful communication (verbal and written), problem solving, and decision-making skills to inform the organization and build support for design projects.
• Strong organizational skills, attention to detail, and previous experience with project management.
• A demonstrated commitment to continuous learning, innovation, a willingness to try new things, and to adapt in a changing environment.
• Familiarity with digital tools and platforms that can be used to enhance library services.