Manager of Public Services

Position: Manager of Public Services
Classification: Full-Time Permanent, Exempt Non-Union,
Vacancy: Existing
Location: Main Branch, with travel to other sites
Salary/Wage: $127,743.78 - $159,679.98/year
Schedule: 35 hours per week, evenings and weekends required
Date Posted: Monday, January 26, 2026
Closing Date: Friday, February 27, 2026

Position Summary
Under the direct supervision of the Chief Librarian and Executive Officer (CLEO) and as part of the senior management team, the Manager of Public Services participates in the development of the Library’s overall vision, and designs strategies to achieve the approved goals and objectives consistent with the Library Board’s and the Town’s strategic directions. The Manager of Public Services leads and manages the teams responsible for all customer service functions, which includes: Collections, Community Outreach, Customer Service, and Safety and Operations.

Education and Experience
•Master of Library/Information Science degree from an American Library Association (ALA)accredited university program, an educational equivalent, or a combination of educationand experience to the satisfaction of the Chief Librarian & Executive Officer;
•Minimum of nine years’ relevant experience in the public sector or in a mid-sized not-forprofit environment;
•Minimum of two years’ relevant supervisory experience, preferably in a unionizedenvironment.

Preferred Skills
•A demonstrated understanding of library service delivery;
•Demonstrated experience in executing the key duties of the position;
•Proven commitment to superior customer service;
•Proven knowledge of the Windows-based Office computer environment;
•Valid Class ‘G’ driver’s license with clean abstract.

Position Responsibilities

Key Duties
• Reports to the CLEO. When the incumbent is absent, the CLEO or her designate
assumes the duties and responsibilities of this position;
• Oversees and manages all aspects of the Library service functions, known as Public
Service (Collections, Programming/Community Engagement, and Customer Service
(circulation and information services);
• Designs and implements solutions to increase customer retention, engagement and
satisfaction;
• Develops and recommends strategies to meet the Library Board’s Ends and Master Plan
for current and future service provision;
• Provides leadership and oversight in the development of strategies, plans, and decisionmaking
needed to create community services, spaces, collections and technologies that
support library services;
• Monitors, analyzes, and make recommendations to improve the performance of the
Library;
• Oversees in-house customer experiences and provides space recommendations with
user-centered design methodologies.

Core Competencies

Accountability
Participates in the establishment, implementation and advancement of Library strategic
priorities, goals and policy. Ensures that the Public Services work plan, objectives and service
planning are in line with Library’s strategic goals and regularly reports on progress. Manages
and directs day to day operation of the Public Services work unit by planning, organizing and
directing through staff. Sets performance expectations for work units and accepts
responsibility for actions, work performance, and errors and results of Public Services staff.
Takes ownership for personal and team work performance and results. Consistently delivers
on corporate work plan objectives.

Communication Skills
Writes and speaks effectively. States own opinions clearly, concisely, tactfully, and explains
the reasoning behind the opinion. Maintains confidential communications. Communications
are respectful and inclusive. Actively listens to the communications of others and respects
individual communication styles. Communicates effectively when dealing with disgruntled
customers, the entire workforce, and vendors. Understands and applies strategies for conflict
resolution. Communications demonstrate professionalism. Confident public speaker.
Comfortable seeking out and speaking to people in order to develop new partnerships and
services.

Customer Service Focus
Identifies and plans to proactively satisfy the needs of external customers. Listens and
responds effectively to customer questions and is dedicated to resolving. Develops and
applies corporate principals to customer service, including the commitment to exceed
customer expectations. Addresses staff complaints and concerns. Addresses work unit
customer feedback in a timely manner. Reviews work unit customer feedback and implements
suggestions and requests for action where required and reports on process improvements.
Authors, approves and supervises the development of documents with adherence to the
Quality Management System.

Effective Decision Making
Recognizes and resolves issues in a timely manner. Is able to identify key issues and employ
logical thinking in order to take action in priority sequence. Solutions may be customized,
require interpretation of information and are designed to address a particular unique situation.
Anticipates potential consequences of decisions. Evaluates and learns from both successful
and unsuccessful decisions and implementations. Knows when it is appropriate to ask for
input from CLEO or communicate decisions to CLEO.

Initiative
Has significant autonomy and is expected to: pursue productive change in order to improve
the customer experience; consider different ways to accomplish goals; and, bring forward new
ideas.

Leadership
Provides leadership and functional advice. Models excellence by engaging in desired
behaviours and service standards. Encourages work unit employees to take ownership in
decision-making and problem-solving. Uses positive influence to encourage work unit
employees and team members to exercise initiative and creative thinking. Motivates, coaches
and guides staff. Makes recommendations to CLEO for hiring, promotion, redeployment and
termination of own staff and staff from other work units. Leads people through transition and
change. Delegates work appropriately to work unit employees Thrives on developing the
potential of work unit staff. Ensures that work unit staff receive training opportunities.

Technical and Professional Competence
Requires minimal oversight. Maintains awareness of community development needs.
Maintains compliance to relevant legislation such as Canadian Copyright Act, MFIPPA, and
Ontario Children, Youth and Family Services Act. Keeps current with broader library service
trends. Comprehensive understanding of the collection management function. Strong
planning and management skills. Is able to establish performance measures for work unit staff
and evaluate the outcomes. Well-developed project management skills. Expertise serves as
a resource to co-workers. Assumes responsibility for continuous professional development.

Teamwork
Adept at developing and maintaining collaborative and productive relationships with others to
achieve business goals. Can work effectively as a team leader and as a member of a team.

Data Analysis
Analyzes organizational performance reports across multiple channels and recommends
solutions. Explores and supports the implementation of analytics and data tracking best
practices ensuring continuous improvement. Develops strategic plans to increase
organizational performance.

What’s In It For You
• Competitive compensation and overall benefits package;
• OMERS defined benefit pension package
• Eligibility for a hybrid work arrangement
• Free on-site parking;
• Confidential Employee and Family Assistance Program (EFAP);
• Employee membership to Town of Ajax Fitness Facilities;
• Engaged learning culture and professional development opportunities;
• Collaborative team members who are driven by the Library’s shared values and who are
constantly inspired to do great work.

We Value
• Intellectual Freedom: We defend democratic principles, freedom of thought and
expression.
• Connection: We facilitate connections to knowledge and to one another.
• Inclusion: We welcome people from diverse backgrounds and lived experiences.
• Equity: We strive to remove barriers and empower the entire community in pursuit of their
goals and achievements.
• Innovation: We nurture creativity, imagination and discovery.