Manager, Access & Public Services

About the Role

Manager, Access Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. Centering the needs of library users, this role ensures a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance. The Manager champions a culture of inclusivity, collaboration, and continuous improvement—motivating, coaching, and developing staff to reach their full potential.

Responsibilities

• Supervises the day-to-day activities of support staff.
• Assesses and resolves or escalates problems arising within the unit.
• Assists in the development of policies and procedures in support of the unit.
• Assists in long-range planning for work unit needs.
• Participates in unit budget planning.
• Evaluates work requests to determine if they are appropriate to the unit or another area.
• Ensures that workflow is organized and staffed for quality efficient completion.
• Communicates deadlines and special circumstances to staff.
• Maintains equipment and supplies for the unit.
• Completes evaluations of direct report employees.
• Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects.
• Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors.
• Supervises a staff of exempt and non-exempt employees.
• Performs other duties as assigned.

Staff Development

• Leading, motivating, coaching, and developing staff to deliver exceptional service.
• Setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities.
• Supporting staff well-being and modeling outstanding communication.
• Championing a culture of inclusivity, collaboration, and continuous improvement in alignment with Yale Library Strategic Directions & Staff Values.

User Experience & Service Quality Enhancement

• Ensuring a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance.
• Actively assessing and enhancing service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies.
• Ensuring consistent service delivery, policy interpretation, and procedural application while resolving escalated customer service issues to uphold quality standards.

Collaboration & Strategic Engagement

• Collaborating with campus partners, vendors, and professional organizations to advance and amplify the impact of library services.
• Engaging broadly to contribute to the excellence of collections and research support.
• Participating in committees, projects, and professional activities.

Requirements

• Minimum requirement of Bachelor’s Degree in a related field and three years of related experience or an equivalent combination of education and experience.

Skills

Required Skills and Abilities

• Leadership and Team Management: Ability to supervise, mentor, and coach staff effectively, fostering collaboration and professional growth while managing performance and promoting a positive, inclusive work environment.
• Strategic Planning and Project Coordination: Skill in managing priorities, coordinating multiple projects, services, and workflows, and ensuring deadlines in a complex organizational setting.
• Communication and Interpersonal Skills: Excellent oral and written communication skills, with the ability to articulate policies, engage stakeholders, and build relationships across departments and with campus partners.
• Analytical and Problem-Solving Ability: Strong analytical skills for assessing service quality, interpreting data, and making informed decisions to improve processes and resolve escalated issues effectively.
• Commitment to Service Excellence and Innovation: Demonstrated ability to deliver outstanding public services, adapt to change, and innovate in response to evolving user needs and organizational priorities.

Preferred Skills and Abilities

• Experience in academic libraries, cultural heritage institutions, or higher education settings.
• Expertise in access services functions such as circulation, resource sharing, and interlibrary loan.
• Strong leadership experience within unionized environments.
• Demonstrated commitment to diversity, equity, and inclusion.

Physical Requirements

• Lifting boxes weighing up to 40 pounds.
• Pushing loaded carts.
• Exposure (with appropriate personal protective equipment) to moldy and dusty collections.

Schedule

• Tuesday-Friday: 1:30pm-10pm
• Saturday: 9:30am-6pm

Pay

Salary Range: $65,000.00 - $101,000.00