Manager, Access Services
Overview
Discover your opportunities at Yale! The Manager, Access Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. This role centers the needs of library users, ensuring a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance.
Key Responsibilities
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.
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.
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.
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 expertise within unionized environments.
Demonstrated commitment to diversity, equity, and inclusion.
Physical Requirements
- Lifting boxes weighing up to 40 pounds.
- Pushing loaded cards.
- Exposure to moldy and dusty collections with appropriate personal protective equipment.