User Services Manager, Collections and Library Services

Boston University•Boston, MA

2d•Onsite

About The Position

The Boston University Libraries seek a User Services Manager to meet the research and curricular needs of Libraries users by providing leadership and management of BU Libraries' service points operating outside of regular business hours. Reporting to the Head of Access Services and Library Experience, this position is responsible for daily operations of Libraries service points in the evenings and on weekends, including building access, customer service, circulation services, course reserves, triaged reference work, directional help, and other front-line services. The manager ensures continuity of service across shifts and branch locations and maintains expectations for service levels with their team of evening and weekend user services staff. This position contributes to the development of departmental policies and ensures their consistent implementation across operating hours as well as to projects aimed at the improvement and cohesion of user experience for library patrons, including leading project teams and organizing staff efforts to advance ongoing projects for improving collections and services.

Requirements

Bachelor's degree.
Minimum three years of relevant professional experience.
Excellent oral, written, and interpersonal communication skills.

Responsibilities

Hire, train, schedule, supervise, develop, and evaluate personnel staffing service points in BU Libraries branches with shifts that commence after 3 p.m.
Participate in a rotation with other User Services Managers and Head of Access Services and Library Experience as an on-call manager outside of regular work hours.
Oversee and model excellent customer service at Libraries service points, aligned with the expectations of Libraries leadership and the Libraries Service Philosophy.
Provide day-to-day leadership, prioritizing and delegating responsibilities and tasks.
Identify and address emergent issues of staffing or service provision.
Coordinate with the Boston University Police Department to support and ensure patron safety and building security.
Coordinate across the Access Services unit to identify areas for collaboration and support in service delivery.
Maintain familiarity with various workflows and projects across the unit and identify opportunities for cross training.
Produce training and documentation enabling both full time and student staff to support evolving departmental needs.
Play a lead or key role in special projects aimed at improving and standardizing service.
Collaborate with other managers and colleagues responsible for service points across the library system, ensuring consistency of service quality and user experience.
Facilitate resource sharing, including staffing, across branch service points.
Participate on relevant departmental and library-wide committees and working groups as directed to advance emergent and long-term strategic needs of the libraries to advance and improve the experience of library users.