Customer Experience Manager

The Rosenberg Library in Galveston, Texas seeks an organized, responsible professional leader to provide quality customer service for the following library functions: circulation, acquisitions and cataloging, including maintenance of the library’s ILS, and e-resources. The Customer Experience Manager provides strategy for circulation of materials throughout the library system – including increasing circulation (print & digital), merchandising, customer friendly policies, increasing and retaining cardholders, and overall process improvement. This position will supervise teams in both Circulation and Collections & Cataloging.

Essential Functions

Supervision and management responsibilities:

• Manages the Customer Experience department to ensure efficient operations and quality customer service.
• Directs and coordinates the activities of the Customer Experience department by formulating goals, plans, procedures, priorities, and schedules. Educates and develops staff in concepts including, but not limited to, needs assessment, customer service, resource planning, cost/benefit analysis, and return on investment. Performs all Customer Services functions as required.
• Selects, trains, supervises, schedules and evaluates Customer Experience staff.
• Evaluates vendor services on an ongoing basis as they relate to technical and acquisitions services, including the availability and quality of vendor EDI services, the reliability of vendor library materials deliveries and services, customer service response and value-added services such as cataloging and processing, RFID equipment and services, ILS and OPAC providers. Ensures library receives appropriate discounts.
• Prepares budget requests and carefully monitors expenditures to ensure compliance with established policies and guidelines to stay within budget.
• Analyzes departmental policies and procedures and recommends revisions. Ensures departmental compliance with library policies.

Customer service responsibilities:

• Serves as database administrator for integrated library system; in consultation with vendor, maintains library ILS, including prompt record uploads and deletions; works with ILS vendor to ensure prompt resolution of problems with remotely hosted on-line catalog and automation system. Syncs library and Special Collections holdings through ILS; configures users, permissions, and settings in the ILS for library staff; coordinates training for library staff with ILS vendor to effectively use the ILS software; resolve staff questions or complications arising from ILS-related Technology Report; monitors the status of questions submitted to the ILS vendor, follow-up, and share results with Rosenberg Library staff.
• Promptly responds to inquiries, suggestions from the Executive Director, Board of Directors, staff and the public and works to expeditiously resolve problems and customer complaints.

Collections management responsibilities:

• Manages all aspects of library acquisitions, utilizes vendor software to do electronic ordering; responsible for maintaining accurate financial records and spending library funds within approved budgets and in accordance with library regulations; troubleshoots technical problems; maintains effective communication and resolves problems with library vendors, supervises coding of acquisitions; submits and processes library orders in the absence of support staff to ensure timely and accurate acquisition of library materials; performs other acquisition services functions as required; supervises a limited quantity of copy-cataloging, processing of library materials and MARC record creation; maintains effective communication and works to promptly resolve problems with library vendors.
• Ensures compliance with appropriate national and international library and data/metadata standards that promote sharing of data across multiple platforms and enhances accessibility through accurate description of library resources.
• Serves as e-services manager, oversees collections of e-books and other digital items within the library’s electronic collections, develops plans and submits proposals to improve the library’s technology, and trains staff members in the use of the library’s computers, software, websites and other technology. Administers RFID, self-check, smart book return, library material security and other related equipment and software.

Outreach and publicity responsibilities:

• Establishes and maintains partnerships with community and state organizations to promote awareness of the library’s services and collections.
• Creates brochures, posters, grant proposals, exhibits, program announcements, website content, and presentations to civic and community groups to heighten awareness of library services and collections.

Additional responsibilities:

• Keeps abreast of trends and new developments related to the best library practices, library technology and management of customer services functions.
• Establishes and maintains good working relationships with vendors and other public services managers.
• Ensures that department invoices, time records, reports and administrative paperwork are accurate and submitted in a timely manner.
• Keeps Executive Director apprised of developments related to departmental activities, services, programming, needs and problems.
• Performs special projects as assigned by Executive Director.

Minimum Qualifications:

• Master’s degree in Library and Information Science from an ALA accredited university, plus five (5) years as a professional librarian, two (2) years of which as a lead or supervisor.
• Master’s degree in a related field, may substitute for the required Master’s degree in Library or Information Science.
• May require a valid operator’s license and the use of a personal vehicle.

Preferred Qualifications:

• Experience in cataloging and acquisitions.
• Experience managing Biblionix (Apollo) or equivalent ILS.
• Demonstrated ability to analyze managerial problems, make recommendations, and take appropriate action to resolve issues.
• Bilingual (Spanish).

Terms of Employment

Full time on site, including some evenings and Saturdays. May include some offsite, outreach event attendance. The Rosenberg Library offers a comprehensive benefits package including health, dental, vision, and life insurance, an employer-sponsored 401(k), 12 vacation days (increases to 15 days after three years), 12 paid holidays, and 12 sick days per year.

Employment is contingent on passing a background check.

How to Apply

Please complete and submit the Rosenberg Library Employment Application form at www.rosenberg-library.org . A resume and cover letter are also required with your application.

About The Rosenberg Library

The historic Rosenberg Library is the oldest public library in Texas in continuous operation. Governed by a board of trustees, the Rosenberg Library is a 501(c)(3) non-profit organization, which provides free public library service to all Galvestonians.

The Rosenberg Library is an equal opportunity employer and encourages applications from people of color, women, people with disabilities, and LGBTQ applicants.

About Galveston Island

Imagine riding your bike or walking to work! Short commutes along the seawall and through beautiful historic neighborhoods are just one advantage of life on Galveston Island. A small city of about 55,000 residents, Galveston has all the amenities of a big city without the traffic. Galvestonians enjoy access to excellent healthcare, cultural institutions, education, and outdoor recreation in a historic seaside setting. You will not have to leave the island, but if you do, Houston is less than an hour’s drive away. Learn more about island life at https://www.galveston.com/.

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $75,000 - $85,000