Lead Coordinator, User Engagement

University of Ottawa • Lexington, MA

12d

About The Position

In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment. The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty and employees of the University. Position purpose: This position is responsible for the effective coordination and delivery of operational library services, ensuring alignment with departmental goals and a commitment to service excellence. The incumbent oversees day-to-day activities at assigned service points, setting priorities, coordinating workflows, and monitoring performance to ensure timely and high-quality service delivery. As a team leader, the position supervises staff, plans work allocations across multiple timelines, and fosters a collaborative and supportive work environment. They lead and participate in operational projects and cross-functional initiatives, contributing to the advancement of library goals through committee work and collaborative planning. This role also contributes to the continual development of the department by identifying and implementing new services, technologies, and procedures, and by evaluating service quality through data and feedback.

Requirements

• Postsecondary diploma in a relevant field or equivalent professional experience.
• At least 5 years of customer service experience.
• At least 3 years of experience in coordinating projects.
• At least 3 years of experience supervising staff.

Nice To Haves

• Bilingualism – French and English (oral and written) – Front-line position.
• Knowledge of how a library operates.
• Knowledge of, or experience using, an integrated library system.
• Proficiency with common digital tools and platforms, including word processing, spreadsheets, databases, presentation software, email, and web-based applications.
• Demonstrated proficiency in working with digital records and data, including the ability to accurately review, organize, interpret, and verify information across multiple systems and keep records up to date.
• Experience organizing the work of teams.
• Strong interpersonal and communication skills with a variety of library users (students, professors, administrative staff, management, community members) both orally and in writing.
• Strong analytical skills to understand user needs, find the root cause of problems, and suggest practical solutions for the user and the library department.
• Ability to work on multiple projects concurrently and manage competing priorities.
• Experience leading a team.

Responsibilities

• Management of operational activities and/or services Sets day-to-day operational priorities and deadlines for their team, ensuring timely delivery of services and alignment with departmental plans.
• Plans, coordinates, and monitors daily operations, and activities of assigned service point(s) and/or service(s).
• Evaluates the effectiveness of assigned service point(s) and/or service(s), identifying areas for improvement and implementing changes to optimize delivery and service excellence.
• Reviews and refines workflows or service practices within their area, contributing to continuous improvement through feedback and innovation.
• Collaborates on the development of cross-departmental workflows for services within their areas of responsibility.
• Employee management Supervises, evaluates, and trains staff and students under their responsibility.
• Plans and allocates staff work in the short-, medium-, and long-term timelines to meet operational needs.
• Applies human resources management policies and procedures; escalates complex employee issues to the manager promptly.
• Contributes to team development.
• Project management Organizes, coordinates and executes operational projects within their area of responsibility.
• Participates in committees supporting library goals.
• Training and continuous improvement Coordinates and oversees onboarding, training, and integration of staff under their responsibility, ensuring they have what is needed to perform effectively.
• Implements and monitors team-level processes and success indicators to support operational goals and improve day-to-day efficiency.
• Develops success indicators and implements internal processes to ensure high-quality service.
• Designs and delivers training on new systems and services.
• Identifies skill gaps within the team and implements targeted training solutions.
• Conflict resolution and complex situation support Manages escalated user complaints and service issues at the service point level.
• Guides direct reports in handling difficult or sensitive situations.
• Escalates and advises on issues beyond their scope, providing recommendations to management.
• Innovation and quality assurance Identifies, develops, and implements new services, technologies, procedures, and initiatives to improve customer service.
• Monitors and evaluates the quality of procedures and services using tools such as statistics and audits.
• Keeps up to date with best practices.
• Emergency management Makes decisions in the event of an emergency, such as requesting the intervention of Protection Services or Facility or closing one or more service points based on pre-defined criteria.
• Ensures necessary follow-up and communication until situations are resolved satisfactorily.
• Analyzes and recommends closures or modifications to services in situations outside the pre-defined criteria or non-emergency situations to ensure the health and safety of all, both Library staff and users.

Benefits

• The University of Ottawa offers a generous pay and benefits package that includes a competitive salary, a defined benefit pension plan, group insurance coverage and an employee and family assistance program.
• Explore Our Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees