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Director, Patron Services - 39th Street Building

Company: New York Public Library
Location: New York
Posted on: September 25, 2022

Job Description:

Director, Patron Services - 39th Street BuildingDepartment: Patron ServicesEmployment Type: Full TimeLocation: Stephen A. Schwarzman BuildingReporting To: Caryl MatuteCompensation: $155,000 / yearDescription
OverviewReporting to the VP, Branch Libraries and Patron Services, the Director of PatronServices develops, pilots, implements and manages patron experience initiatives, strategies, products and services both in the 92 NYPL locations, in its mobile libraries, virtually, and online. The Director serves as an important leader in helping to foster a culture of holistic patron service that starts with support staff and extends through the public-facing staff to the patrons, and creates and maintains a foundation of technology, training and services that support a seamless user experience.

ResponsibilitiesWe are looking for someone we can count on to:

  • Responsible for a portfolio of services that includes virtual reference, readers advisory, collection management and circulation policies and procedures.

    • Educates stakeholders and internal customers on core product value propositions and the issues that a product solves

      • Keeps up to date with innovative services being offered in libraries and other institutions across the country.

      • Becomes familiar with technologies that improve the patron experience.


        • Designs patron service programs, strategies and services, and improves on existing programs and processes in collaboration with users, staff and stakeholders.

        • Creates opportunities to increase access to library services.

          Some expectations for this role are that within:

          1 month, this person will:

          • Become familiar with core services provided by Patron Services departments.

          • Meets with stakeholders across the organization to identify collaboration opportunities and to understand how patron services support the organization.

            3 months, this person will:

            • Build and work closely with staff advisory groups across the library to establish and execute on service improvement projects.

            • Analyses workflows for patron library card registration and other core services.

            • Learn about the various vendors the team works with to provide patron support.

              6 months and beyond, this person will:

              • Establish and manage internal and external partnerships with the potential to elevate NYPL's profile and impact in serving all ages across the city.

              • Identifies objectives and success metrics for programs.


                • Designs patron service programs, strategies and services, and improves on existing programs and processes in collaboration with users, staff and stakeholders.

                • Manages performance of patron service programs, including mitigating risks.

                • Leads the Accessibility Working Group in cross-library initiatives to make the Library an inclusive, safe and welcoming environment for all patrons.

                • Leads the implementation of program and service innovations on time and on budget.

                • Understands and is mindful of the perceptions and needs of all the patron constituencies the Library serves.

                • Establish and manage internal and external partnerships with the potential to elevate NYPL's profile and impact in serving all ages across the city.

                • Prioritize and realize team development to meet emerging needs across the library, and within the community.

                • In collaboration with the Strategic Research & Analytics team analyzes user stories and patron data to define customer journeys and service workflows.

                • Manages budgets and expenditures.

                • Works with the key stakeholders to meet service level agreements.

                • Performs related duties as required.
                  Required Education, Experience & Skills
                  Required Education & Certifications

                  • Master's Degree in Library Science or other relevant field
                    Required Experience

                    • Minimum of 5 years leadership experience in supervisory role, preferrably in an urban public library system.

                    • Experience creating and delivering interactive staff training for new library policies or services.

                    • Experience giving feedback, coaching, and supervisory support.

                    • Experience managing complex, large-scale projects with multiple stakeholders.

                      Required Skills

                      • Demonstrated successful experience in a strategic planning role

                      • Demonstrated successful experience in large scale project management, preferably in the delivery of user services.

                      • Strong quantitative and qualitative data analysis skills, as well as experience conducting research.

                      • Strong interpersonal and oral communication skills, able to lead and collaborate with staff at all levels of the organization.

                      • Demonstrated experience in proposing strategies and actions based on data analysis.

                      • Demonstrated experience in flagging and escalating project risks.

                      • Creative, out of the box thinking for responsive community outreach.

                      • Team building skills with a collaborative management style.

                      • Ability to work in a dynamic environment, responsive to changing goals, priorities and needs.

                      • Demonstrated experience working with diverse populations and community organizations.

                        Managerial/Supervisory Responsibilities

                        • Hiring of program managers

                        • Budget allocation

                        • Establishing service policies and procedures

                        • Manage overall team of 20 staff
                          Please Note: Effective August 2, 2021, absent a qualifying exception for medical or religious reasons, newly hired employees of the New York Public Library must present proof of receipt of a COVID-19 vaccination and may not begin employment at the Library until 14 days after their receipt of their second dose of either the Pfizer or Moderna vaccines or 14 days after their first dose of the Johnson & Johnson vaccine. Newly hired employees who need additional time to receive their vaccination prior to their start date may request an adjournment of their start date with their hiring manager. The Library will consider such requests on a case by case basis, depending upon the Library's operational needs, among other factors. The Library will further consider exemptions for prospective employees who cannot become vaccinated due to a qualifying medical condition or a sincerely held religious belief or practice. Candidates who receive a conditional offer of employment and who seek a medical or religious exemption to the Library's vaccination policy will be provided with additional instructions at the time of the conditional offer.
                          Core ValuesAll team members are expected and encouraged to embody the NYPL Core Values:

                          • Be Helpful to patrons and colleagues

                          • Be Resourceful in solving problems

                          • Be Curious in all aspects of your work

                          • Be Welcoming and Inclusive

                            Work Environment

                            • Office
                              Physical Duties

                              • N/A
                                Pre-Placement Physical Required?NoUnion/Non Union Non-UnionFLSA StatusExemptSchedule

                                • 35 Hour work week

Keywords: New York Public Library, New York , Director, Patron Services - 39th Street Building, Executive , New York, New York

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