Job Summary
Job Title: Manager, Library Customer Experience
Req ID: 26964
Vacancy Type: Temporary
Number of Positions: 1
Closing Date: 08/26/2025
Job Summary
Reporting to the Manager, Central Library and Community Development, responsible for system-wide circulation services, develop and implement a customer experience strategy for Mississauga Library.
Duties and Responsibilities
- Reporting to the Manager, Central Library and Community Development, responsible for system-wide circulation services
- Develop and implement a customer experience strategy for Mississauga Library. Ensure that staff across the system understand the strategy and are trained and able to deliver consistently excellent customer service
- Develop, evaluate, and maintain circulation policies and related standard operating procedures
- Manage circulation of materials for library collections, maintaining optimal efficiency and accuracy. Coordinate activities with other managers to maximize accessibility of library materials
- Effectively communicate with customers, blending creativity, problem solving, and decision making to positively impact the customer experience, de-escalate negative situations and resolve customer questions and concerns. Monitor customer feedback
- Anticipate staffing needs; plan and delegate work; interview, hire, assign and evaluate staff; resolve personnel issues; plan and conduct staff training and meetings; prepare, maintain, and update training manuals
- Participate in the testing, analysis, problem solving, and decision-making associated with use and enhancement of library related software and technology, such as Symphony and the automated sortation system
- Oversee all public service Page responsibilities within Hazel McCallion Central Library (HMCL)
- Monitor and ensure a safe, secure and clean work environment. Work closely with other HMCL managers to monitor the facility, solve minor issues as they arise, and report larger concerns to appropriate person/department
- Perform Duty Manager responsibilities for the Mississauga Library on a regular basis
- Monitor departmental budget and ensure adherence to identified budgets
- Build healthy relationships with other departments, community partners and stakeholders
- Contribute to the business unit and system’s continued success through participation in special projects and system initiatives
- Perform other duties as assigned or required
Skills and Qualifications
- Undergraduate University degree and a recognized Library Science or Information Studies degree, with several years of public library experience at a supervisory/administrative level
- Exceptional customer service skills
- Superior communication (verbal, written and presentation), problem-solving, decisionmaking, and conflict resolution skills
- Demonstrated experience and success with change management
- Experience developing training and services
- Experience in application of project management tools and strategies
- Supervisory experience in a unionized environment.
- Strong professional activity and awareness
- Excellent knowledge of SAP; MS Word, Excel, ILS ( Enterprise and Workflows)
Hourly Rate/Salary: $53.75 - $71.67
Grade: TG
Hours of Work: 35 hours per week
Work Location: Hazel McCallion Central Library
Organization Unit: CMS/Library Customer Experience
Department/Division/Section: CMS/Community Services Dept , CMS/Mississauga Library , Central Library & Community Dev
Non-Union/Union: Non Union
Applicants applying to this posting may be considered for the same position(s) should another vacancy occur within six months from the date of this posting, unless the requirement to repost is expressed differently in a Collective Agreement.
If you are selected for an interview and your proposed transfer or promotion results in a real or perceived conflict of interest in relation to the Employment of Relatives Corporate Policy and Procedure, you must notify the Human Resources Representative as soon as possible.
If you are selected for an interview you are expected to disclose all current positions held in the City, whether full time or part time.
Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.
Learn more about the City’s commitment to Equity, Diversity and Inclusion.
Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.
If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to recruitment.accommodation@mississauga.ca citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.
Compensation
How To Apply
https://career17.sapsf.com/sfcareer/jobreqcareerpvt?jobId=26964&company=cityofmiss&st=79A62268BBBB537D0BE88571A93008556D2A629B