IJN-683 Manager, Customer Experience

IJN-683 Manager, Customer Experience

20 May
Town of Oakville

20 May

Town of Oakville


Employment Status: Permanent Full-time (Non-Union)

Hours: 35 hours per week. Hours may include evenings and weekends. This role will require you to participate in the manager rotation for after-hours coverage.

Location: Branch(es) assignment is currently under review.

Salary: $92,673 - $109,027

What you'll do

The Manager, Customer Experience has overall responsibility for the supervision and management of specific branch(es) for the Oakville Public Library.

As Manager, Customer Experience you will:

People Management

• Provide supervision, coaching, and mentoring to branch staff. Provide feedback on a continual basis.

• Motivate staff to provide excellent customer service through OPL’s customer experience values.

• Develop staff skills and strengths by identifying and providing opportunities for professional development.

• Be accountable, by working collaboratively with branch supervisors, for employee and labour relations within assigned branches. 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 and visible 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 active communication with staff, suggest and implement options for operational improvements to enhance the customer experience for customers.

• Work with staff to enhance branch performance and use relevant metrics as benchmarks.

• Participate in management meetings. Participate in branch-focused project work to enhance services.

• Oversee the departmental budgets, in-branch collections, programming/events, technology and physical facilities.

• Maintain a safe workplace. Work with appropriate parties to address deficiencies or correct potential issues. Identify potential workplace hazards and address them promptly.

Customer Experience

• Build relationships with customers and community partners within branch catchment areas; actively reviewing relationships to ensure all parties mutually benefit.

• Model effective customer experience behaviour for all staff

• Clearly identify and communicate expectations to branch staff to ensure strategic outcomes are achieved

• Implement and model OPL’s customer experience values in all aspects of branch operations.

• Continually assess branch operations and services to ensure they remain relevant and responsive.   Work with the management team to suggest changes and implement them across the system.

Leadership & Strategy:

• Work collaboratively with the management team in decision making, strategic planning, goal setting and public relations

• Research and respond to trends, practices, and innovations which enhance the quality of library services

• Create reports and statistical analysis as necessary to support better library management decisions; participate and contribute to the development and review of policies and procedures.

• Assume leadership role on internal and external library or professional committees

• 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

• Perform other duties as assigned

Is this a good fit for you?

We're looking for someone who can:

• Identify priorities and manage resources in a changing work environment

• Maintain focus on objectives and goals as set by the strategic plan

• Employ excellent communication skills; strong customer service orientation

• Proven skills in all aspects of supervision including team leadership, training, hiring, evaluating, coaching and motivating staff

• Demonstrate strong communication skills utilizing strong listening skills and a logical, systematic approach to assimilating and sharing information 

• Demonstrate understanding of emerging trends and advancements in public libraries and customer centered service

• Utilize strong organizational skills and has the ability to exercise initiative and sound judgement

• Be a strategic thinker that has the ability to bring new ideas to the table

• Work independently and collaboratively as a member of a team

Your experience and educational background

• Master in Library and Information Science (MLIS) or equivalent from an ALA accredited faculty of Library/Information Science. Additional management/leadership education is an asset.

• Minimum of five (5) years of related library work experience or equivalent combination of education and experience.

• Minimum of three (3) years of direct people management experience

• Experience working in a unionized environment 

• Experience in library programming

• Experience working in a joint library facility

• Working knowledge of an integrated library system

• Excellent customer service and communication skills

Who are we?

Oakville Public Library strives to fulfill our mission of cultivating discovery and creativity in every phase of life. We are focused on exceptional customer service to meet the needs of the children, youth, adults, and seniors utilizing our physical or online services. We continue to be agile in our mandate to meet the needs of the residents of Oakville.  

What's it like to work at Oakville Public Library?

It's challenging, stimulating, and hugely rewarding. Our positions offer tremendous diversity and excellent opportunities for professional growth. Every day, we commit to providing access to tangible resources and programs that inspire, encourage, and provoke thought for the residents of Oakville.

Applications will be accepted on-line at www.opl.ca in the current opportunities section no later than midnight on June 2, 2021.

The Oakville Public Library is an equal opportunity employer and is pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) within our recruitment process upon request. If you require accommodation at any time throughout the recruitment process please contact Human Resources at [email protected]

A Security Clearance Check with Vulnerable Sector Screening will be required for all employees and volunteers of the Oakville Public Library. Successful applicants must submit the Security Checks (dated within the last six months) prior to or on the first day of employment. 

The Oakville Public Library endeavours to provide a safe environment for all its employees.

The original job offer can be found in Kit Job:

Reply to this offer

Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: ijn-683 manager, customer experience
Publish a new Free Offer
Need to publish an offer? With more than 1 million unique users per month, you will find the ideal candidate for your company instantly, what are you waiting for!
Publish Now

Subscribe to this job alert