Digital Experiences Director

County of Mecklenburg, NC•Charlotte, NC

3d•$94,174 - $117,717•Onsite

About The Position

Charlotte Mecklenburg Library is one of America’s leading urban public libraries, serving one of the country’s great emerging metropolitan areas in North Carolina. Our library system serves a community of approximately one million citizens in the city of Charlotte and the towns of Matthews, Pineville, Mint Hill, Davidson, Cornelius, and Huntersville – all located in Mecklenburg County. Accessible and welcoming to all, our library celebrates the joy of reading, fosters learning and growth, connects people to each other and the world, and inspires individuals with what they can achieve. Through our 20 locations, online, and through targeted outreach, we deliver exceptional library services and programs with a mission to create a community of readers and empower individuals with free access to information and the universe of ideas. Location: Library Administration Center 510 Stitt Rd, Charlotte, NC 28213 Position Summary: The Digital Experiences Director provides strategic and operating leadership to the Library’s digital delivery of information, programs and services. Incumbents are responsible for program planning and assessment, identifying goals and targets, drafting policies and procedures, providing oversight to implementation plans, serving as a liaison, taking ownership of a major business process, and ensuring collaboration. This position also manages a relationship with Mecklenburg County IT and collaborates on many IT initiatives and projects that cross both organizations. Upon completion of new projects, the incumbent manages the transition into the management and support of each initiative. This position requires the ability to be a hands-on manager working well as part of a small and responsive team that supports many critical Library technology systems, a strong collaborator with Mecklenburg County staff on larger enterprise initiatives, and a leader in the organization who can communicate complex technical information to the masses.

Requirements

Minimum of five years of progressive leadership experience in systems design, implementation, and administration.
Bachelor's degree in Information Technology/Information Systems or related field.
Combination of relevant education and relevant experience accepted? Yes
Knowledge of and experience with project management methods, including budgeting, project coordination, project planning and analysis, and communications
Knowledge of emerging technologies for Library system technologies, internet technologies, mobile technologies, learning technologies, digitization, and media services, especially in development, deployment, integration, monitoring and support of content delivery systems and customer relationship management infrastructure.
Knowledge of and experience in IT systems management and administration
Excellent verbal, grammatical and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills with attention to detail
Excellent time management skills with attention to detail
Thorough understanding of IT and practical applications to support the Library’s goals
Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, community groups or organizations to help achieve business goals
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Decision Making: Identifying and understanding issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequence
Information Monitoring: Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it
Technical/professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence
Excellent command of various computer applications including Microsoft Office Suite

Nice To Haves

Drupal
Polaris
Experience working with 3rd party vendors

Responsibilities

Manages the design, development, maintenance and overall general architecture of Library digital infrastructure to meet the needs of the marketplace and community
Leads the design and development of innovative and scalable technical solutions for the Library system
Plans strategically for the content and services of all Library digital technologies and helps internal and external customers connect to digital content across many disciplines and channels
Works collaboratively and strategically to lead the development of customer-focused digital services and innovative access systems
Monitors current trends, analyzes data, and anticipates future digital needs to provide the best possible resources and services to the community
Directs Library digital platforms and supervises the staff to achieve growth in users, usage and impact and provide consistently excellent customer service
Oversees the delivery of collections, programs and services, tools and technology through the Library’s ডিজিটাল platforms
Oversees growth and optimization of the Library’s digital resources and services
Organizes and structures digital resources to achieve mission, support key strategic distribution channels, provide authority to support responsibility, and balance positional responsibilities
Identifies training and leadership development needs and opportunities related to digital services and resources, and works with Talent Division staff to put them in place
Maintains a work environment that attracts, retains and develops high-quality personnel who are collaborative, innovative and inclusive
Updates and educates management on growth in users, usage and specific impacts, as well as aggregate customer experience trends and results
Collaborates with Library Leadership team to identify and prioritize needs and ideas that would improve the customer experience
Manages the relationship with Mecklenburg County IT regarding design, development and maintenance of the general Library information architecture, web applications, mobile applications, and social media services
Develops outside partnerships with technology solution providers when needed to deliver the best solutions for meeting the needs of Library customers
Manages staffing and operating expenses within established budget
Identifies favorable and unfavorable variances to budget in a timely manner, and participates in solution discussions
Measures and shares digital data and outcomes to aid in telling the Library story