Head of User Services

The Claremont Colleges Services•Claremont, CA

13d

About The Position

The Head of User Services provides strategic and hands-on leadership to ensure the delivery of outstanding, user-focused services that connect the Claremont Colleges community with the Library’s collections, spaces, and expertise. This position ensures that access, circulation, and front-line service operations reflect the Library’s commitment to inclusivity, accessibility, and responsiveness to user needs. As a member of the Research, Teaching, and User Services (RTUS) leadership team, the Head of User Services contributes to strategic planning and fosters collaboration across units to strengthen the integration of public service functions with research support and instructional initiatives. Through thoughtful assessment and innovation, this role advances the library’s mission to provide welcoming and equitable access to information, resources, and learning opportunities. Priority Deadline : The deadline for first consideration is January 14, 2026. Please note that a cover letter and CV/resume are required along with the application.

Requirements

MLIS from an ALA accredited program or equivalent combination of education and work experience.
Three years of professional experience in an academic or public library with demonstrated evidence of success and increased responsibility
One year of supervisory experience and/or experience having successfully led a team, initiative, or project in support of exemplary public and access services.
Ability to interact sensitively and diplomatically with individuals from diverse backgrounds and experience, in a high traffic, public services context.
Strong understanding of access services concepts, practices, and trends
Ability to successfully train and communicate complex information to student assistants and staff.
Ability to manage and lead projects and establish effective workflows and processes.
Flexibility to remain productive in a fast-paced environment with competing demands and evolving priorities.
Working knowledge of academic library operations and functions to be able to seek out needed information and to facilitate and coordinate collaboration between different units and divisions.
Dedication to providing responsive user-centered public services.
Adaptable, flexible, and proactive in dealing with evolving library and campus priorities, which may require taking on new/varied services or space responsibilities.
Exemplary emotional intelligence and diplomacy skills when working with colleagues and users.
Strong interpersonal skills, especially the ability to work collaboratively and diplomatically as a team leader.
Effective planning, organizational, analytical, and time management skills.
Excellent written and oral communication skills.
Commitment to ongoing professional development and personal leadership growth.

Nice To Haves

Supervisory experience within an academic library.
Experience with collective bargaining units
Experience with the back end of Integrated Library Systems with an understanding of the functions for loan rules and use data

Responsibilities

Public Services and Access Support Leadership
Creates training and documentation for the Library’s tiered reference services provided by staff and student assistants.
Coordinates the unit’s tiered reference programs and liaises with the Head of Research Services and the Head of Information Literacy & Student Engagement to ensure alignment and continuity with the in-depth research support provided by Subject and Teaching Librarians.
Establishes high standards and performance indicators for the quality of services and workflows provided by the unit; conducts regular assessment and feedback in order to ensure continuous improvement.
Liaises with Collections, Metadata, & Resource Sharing (CMRS) and Distinctive Collections & Digital Scholarship (DCDS) on overlapping workflows, processes and policies (e.g., holds/recalls, tech lending, WMS, and course readings)
Leads the development, recommendation, and administration of access services policies, procedures, and processes.
Facilitates the collection and reporting of relevant data associated with access services (e.g., circulation data), and when needed performs statistical analysis in order to evaluate policies and services.
Maintains and continuously expands knowledge of relevant library systems and technologies in order to identify and implement improved workflows.
Works with the division’s leadership group to set divisional goals and priorities and to develop a scaffolded internal professional development program aimed at expanding skills and capacity of librarians, staff, and students working in the division.
Works closely with facilities staff, including Associate Dean of Operations and Strategy, to ensure the Library’s public spaces meet accessibility standards, security issues are addressed (in collaboration with Campus Safety), and overall user experience needs are being met. This includes reporting problems/challenges, making recommendations for improvements, and participating in assessing public spaces
Oversees the operations of all functional areas within the unit: circulation and equipment checkout, access to course readings, missing/replacements review, holds/recalls, billing, patron accounts maintenance, and stacks maintenance and materials handling.
Has overall responsibility and accountability for providing planning and direction to functional areas within the unit, with an emphasis on ensuring high quality, user-centered, proactive, and responsive services.
Stays abreast of trends and innovations relevant to access services and recommends adoption as relevant.
Participates in library-wide planning and assessment projects through service on committees, task forces, and special projects.
Serves on Library, TCCS, and Claremont Colleges’ committees and task forces as assigned.
Actively engages in networking and professional development through national/regional/local organizations through committee work, office-holding, presentations, publications, etc.
May staff the Library’s Main Service Desk if needed.
Other relevant duties and projects as prioritized in the division and the Library as assigned.
Supports the User Services Student Supervisor in their managing of the administrative duties of the Student Assistant Program, including processing hiring requests, approving timesheets, and liaising with TCCS IT on student assistant IT needs and issues.
Serves as backup as needed.
Communicates with the Associate Dean of Operations & Strategy about the expenditure and tracking of the Library-wide Student Assistant Program budget, including collecting and providing data on student employment for annual reporting.
Perform other related duties as assigned.
Recruit, select, train, evaluate, and develop staff.
Clearly communicate job requirements and expectations.
Coordinate training and resources to support the performance of work duties.
Provide ongoing coaching that is balanced, helpful, timely, and contributes to a work environment of open communication, ownership of duties, and trust.
Address performance issues early, create appropriate documentation, and ensure follow through.
Collaborate with Human Resources as needed.
Complete annual written performance reviews.