Manager, Client Experience Pickering , ON

Description

The team at the Pickering Public Library are collaborators and innovators. We embrace change, diversity and inclusion. We understand “the why” behind what we do, and we put library clients first.

Our hope is that when anyone visits the Pickering Public Library, whether in person or online, they don’t just walk through a door. Instead, they step into a space that offers everyone possibility, reveals potential, and provides community for all.

Does this sound like a workplace that aligns with the contributions you want to make in your career?

The Pickering Public Library has a full-time opening for a Manager, Client Experience.

Summary:

This position champions a client-centered service model across all library locations, creating dynamic, inclusive, equitable spaces and enriching experiences for our clients.

Key responsibilities include enhancing client experiences and spaces through retail and customer service principles, coordinating engaging displays and exhibits, managing security and incident systems, and liaising with community advisory groups to co-create action plans that improve library services, programs, and spaces. Additionally, the role oversees outreach services, builds strategic partnerships, and focuses on underserved areas, all while aligning with PPL’s strategic vision to strengthen the library as a vital community resource.

The nature of this role has several strategic elements and provides people leadership. This position proactively collaborates to design, refine, and implement relevant responsive, equitable, accessible, and transformational Library services for our community.

Members of the Leadership team are responsible for applying an inclusive, equity-driven lens in work that contributes to PPL being an inclusive Library for our community and an inclusive organization for our staff, volunteers, and stakeholders.

Salary: Annual salary range starting at $97,260.80 (including comprehensive benefits package and OMERS pension plan)

Hours: 35 per week

Telework arrangement possible in accordance with the Library’s Telework Policy

The Successful Applicant:

• Demonstrates leadership behaviours and actions that are consistent with the Library’s vision, values and strategic plans in support of the Library as a learning organization, and exhibits lifelong learning and systems thinking.
• Provides people leadership, development and other people management practices (i.e., coaching, recruitment, staffing, performance management, training, recognition, etc.).
• Ensures that Library services and collections are effectively promoted and marketed by staff.
• Resolves client escalations and ensures that client feedback is effectively handled according to guidelines and related client experience excellence protocols.
• Develops an annual departmental service plan and achievement of service area goals.
• Manages and evaluates client experience processes and prepares client experience communications and reports based on statistical analysis and patterns.
• Maintains an awareness of relevant trends and strategically adjusts service plans to proactively address these trends.
• Coordinates and evaluates ongoing relevant and cost-effective public service training for the Library in partnership with management team members.
• Oversees the trends in client experience questions to ensure that Library services and collections can effectively meet the face to face service needs of our community.

Applicants Must Have:

• Bachelor’s Degree.
• Three years of relevant leadership or management experience.
• Demonstrated knowledge of library technology and related software and hardware, related infrastructure and website management.
• Demonstrated knowledge of the acquisition, cataloguing, selection, curation, and processing of library materials as well as familiarity with Integrated Library Systems (ILS) and digital content platforms.
• Demonstrated proficiency in: Office Suite (Intermediate), Email (Advanced), Internet (Advanced), Mobile Devices and Apps (Intermediate), ILS (Intermediate), Social Media (Intermediate), Scanning, Printing (Intermediate).

We thank all applicants for their interest. Please note that only applicants selected for an interview will be contacted. Successful applicants must be prepared to undergo a satisfactory Criminal Records Check (CPIC vulnerable sector search) as a condition of employment. Please note that job offers will only be made upon successful completion of all background checks.

Qualified candidates may submit a detailed cover letter and resume on or before January 10^th, 2025 to:

Human Resources Associate	By Email:	hr@pickering.ca
Human Resources Department	By Fax:	905.420.4638
One The Esplanade	Online:	https://pickeringlibrary.ca/job-opportunities/
Pickering, ON L1V 6K7

Alternate formats of this document are available upon request.

Please speak to Human Resources for assistance.

Compensation

$97,260.80

Closes: 10 January, 2025