The Manager of Operations oversees the technical operations of multiple, complex services and systems for Access Services ensuring efficient centralized operations for the Library through leadership, direction and management. Directs Library Operation Supervisors to determine staffing levels and mixture of staff and students to realize optimal efficiencies and cost effectiveness. Oversees the accountability and stewardship of campus financial resources in a manner consistent with campus and system-wide compliance goals and objectives, meeting university reporting and record retention requirements. Develops and administers policies, services, programs, and events that have a large impact on campus and the UA System. Works with library and campus partners to provision appropriate access to and authentication for library services, including circulation, desktop computers, and building access. Collaborates with units inside and outside the library (e.g. Interlibrary Loan, Facilities, other campus libraries, UA CatCard Office, and Systems Control) to deliver new and efficient services. Manages all aspects of UAL compliance with patron records (FERPA), billing, and Code of Conduct. Collaborates with Manager of Assessment to manage Library Services Platform in order to align the system with the operational needs of the department, including oversight of Payment Card Industry (PCI) compliance.
This position works in an environment where staff are located in five libraries across campus: Main, Science- Engineering, Special Collections, Health Sciences and Fine Arts; libraries are staffed 24/5 and weekends to support the educational needs of customers and to promote a safe and secure learning environment in the various libraries. The incumbent supports the library in its mission and vision in providing excellent customer service, and by improving student awareness of the suite of services and resources offered by the library through leadership and participation in project teams, task forces, campus public programming, student education and success events as well as providing reference services. Helps envision the future and establish direction by assisting Department Head with the development of staff (supervising 4-6 FTE supervisor/senior classified staff) as well as providing managerial support and guidance for 40-60 part-time student employees.
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Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state and optional retirement plans; access to UA recreation and cultural activities; and more!
Accepting a new position is a big life step. We want potential candidates and their families to be able to make informed decisions. Candidates who are considering relocation to the Tucson or Phoenix area, and have been offered an on-site interview, are encouraged to use the free services offered by Above & Beyond Relocation Services (ABRS). Ask your department contact to be introduced to ABRS prior to your visit.
As a nationally recognized leader, the University of Arizona strives to look forward. Listed by Forbes as one of America’s Best Employers in the United States, the University provides strategic programs to enhance the lifecycles of a multigenerational workforce.
This award-winning portfolio includes consecutive Seal of Distinction awards for its exemplary Work-Life practices from WorldatWork, along with the 2017 Gold Healthy Arizona Worksite award, presented by the Arizona Department of Health Services and the Maricopa County Department of Public Health. For more information about the collaborative culture and innovative service offerings at the University of Arizona, visit Why UA.
The University of Arizona is an equal opportunity employer providing equal opportunity for women, minorities, veterans and individuals with disabilities.
Duties & Responsibilities
- Provides leadership and assists in the development of high-level strategies for public user services.
- Works creatively, effectively, collaboratively, and strategically across Library and campus units to implement new services based on what is strategic for the library and the needs of its users.
- Maintain contacts with appropriate organizations and agencies in order to remain current on new developments in access services. Serves as liaison with other units within the library and campus around relevant issues pertaining to access services and assessment. Provides updates of pertinent information to the department and library-wide.
- Provides vision, management and oversight through the supervision and evaluation of staff responsible for the operations, development and support of access services.
- Develops goals and service standards to guide the access services work of the department. Monitors performance of activities, devise, and deliver solutions to enhance the quality of services.
- Collaborates with AIS senior leadership to identify, develop, and deliver training programs that increases competency and self-sufficiency among staff, including student employees.
- Leads enhancement of AIS and oversees multiple complex services (e.g., circulation, billing, paging, Code of Conduct, library events, access to building and library privileges, eCommerce, and PCI compliance) and systems (e.g., LibCal and PC Reservation). Leads the team in areas of access services data collection, creating reports using software such as Excel, Access, and Qualtrics.
- Works collaboratively managing and monitoring student wage budget, operations budget, and events budget. Working with Department Head and AIS Leadership manages the various team operation budgets ensuring they are being spent efficiently to meet the work of the team.
- Collaborating with AIS Leadership, reviews and implements changes in departmental operations, including expansion of services to new locations, ensuring that policies and work expectations efficiently and effectively accomplish AIS and Library objectives.
- Provides oversight while working various public service desks (Main Information Commons, Main Information Desk, Science, Special Collections and/or Health Sciences). This includes providing customers with reference, technology, and circulation assistance (in-person and online via chat, SMS and email). This position provides leadership including solving problems and making non-routine decisions using sound judgment, following through to solve public desk issues.
- Monitors and ensures safety of library customers, employees, and security of library materials through application of library and University policies and procedures.
- Demonstrate, foster, and cultivate a positive, proactive internal and external customer service culture. This includes developing and fostering excellent relations with faculty, students and the broader campus community.
- Maintain current knowledge of trends and best practices as they impact academic libraries. Attend professional development activities to meet department and library goals and objectives. Share knowledge and expertise through scholarship and service as appropriate.
- Other duties as assigned.
Knowledge, Skills, & Abilities
- Excellent interpersonal and communication skills, both written and verbal.
- Ability to work effectively in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
- Ability to plan and effectively manage budgets; align resources to support library and department goals as well as performance metrics.
- Strong knowledge of issues and access services trends and a strong commitment to keep up with changes in services. This includes maintaining knowledge of a variety of automated library systems, record interpretation and software utilized in academic libraries.
- Ability to develop networks and build alliances collaborating and negotiating across internal and external agency boundaries to meet common objectives, including skills to effectively influence, persuade, and promote the organization’s work internally and externally.
- Excellent project planning, project management, and problem solving skills.
- Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.
- Bachelor’s degree.
- At least 4 years of successful supervisory, management, and or leadership experience.
- At least 4 years of a combination of access and user services experience.
- Demonstrated experience operationalizing new services and policies. This includes the ability to aide in the development and delivery of events.
- Experience providing reference services (in-person and virtual), utilizing the reference interview process to determine customer need, in an academic, research or large public library. This involves understanding the research and references process as well as a broad understanding of various types of reference sources (e.g., library catalog, indexes, web-scale discovery services, search engines, virtual and print resources) and their appropriate uses, including understanding the differences between primary and secondary resources.
- Master’s degree in library/information science.
- At least one year of professional work experience in an academic library.
- Experience with process improvement, project management, cost and systems thinking and analysis, including depth of skill in multiple Library systems with the ability to assess and compare capabilities of competing products and designs.
- Experience gathering and analyzing internal and external data (both qualitative and quantitative) and knowledge of advanced data collection and information research methods, including the knowledge of specialized data analysis software (e.g., NVivo, SPSS, LibAnalytics, Excel and Qualtrics). This includes written and public presentations of technology user trends within the department and library-wide.
- Strong knowledge of issues and trends in academic libraries including knowledge of a variety of integrated library, discovery, and course management systems (e.g., Ex Libris Alma, Primo, and Desire2Learn), record interpretation and software utilized in academic libraries (e.g., AutoCAD, Final Cut Pro, and Adobe Creative Cloud Products).