Grand Valley State University Libraries, a recipient of the 2012 Association
of College and Research Libraries' Excellence in Academic Libraries Award,
seeks an energetic, innovative and self-motivated professional for the User
Experience Manager position.
Reporting to the Head of Operations and User Services, the User Experience
(UX) Manager leads a newly formed User Experience Team that is responsible for
the management and day-to-day operation of the single service desk that will
provide first tier research assistance, circulation services, resource sharing
and document delivery, live chat, and course reserves in the new Mary Idema
Pew Library Learning and Information Commons scheduled to open in July 2013.
Working collaboratively with other managers in the Technology and Information
Services Division, and across the library, the UX Manager will be an active
participant in an agile, forward thinking library environment that promotes
and supports innovative, responsive and collaborative user-centered services
and spaces.
Responsibilities
General Administration
Oversees the User Experience Team which includes four staff and seven FTE
student employees
Schedules service desk coverage and extended hours coordination for Mary Idema
Pew Library Learning and Information Commons
Manages the user experience student assistant budget
Supports and encourages professional development for the User Experience Team
Works with the Head of Operations and User Services for the recruitment,
hiring, and retention of quality library staff in the User Experience team
Helps to assure alignment between unit and overall library mission, goals, and
values
Works with Evening Operations and User Services Manager to oversee public
spaces, support events, and coordinate event set up and take down for library
sponsored programs and events
Works with the campus IT Helpdesk staff to foster a collaborative and user-
centered service environment in the new Mary Idema Pew Library Learning and
Information Commons
Manages, maintains, and acquires supplies for department, various user
experience services, and patron use within the library
Participates in university-wide initiatives in areas of assigned
responsibility
Works with Evening Operations and User Services Manager to assist in
troubleshooting the Automated Storage Retrieval System (ASRS)
Works with the Operations and User Services management team to develop,
recommend and implement policies, procedures, and services
Advises the Head of Operations and User Services on challenges and
opportunities related to the ongoing development, management and promotion of
a user-centered library environment.
Training
Working with the Liaison Librarians, provides on-going training to those
working service points to ensure user interaction regarding library services
receive the best possible outcomes consistently during all hours of operation
Assists with the development and implementation of training, scripts, and
other materials needed to effectively provide information and orientation
about the library environment and variety of specific library services and
initiatives
User-Centered Environment
Participates in a library wide initiative to establish and maintain a
proactive and responsive user-centered culture
Evaluates and assesses services delivered by staff at the service desk.
Services include: customer service, first tier research assistance,
circulation services, resource sharing and document delivery, live chat,
course reserves, and way finding. The focus will be to identify user needs,
evaluate how well those needs are being met, and recommend and implement
changes to policies, services, and initiatives that respond to user needs
Apply and implement models and frameworks that enable a deep understanding of
user behaviors, needs, and preferences in the Mary Idema Pew Library Learning
and Information Commons.
Stays abreast of innovative customer service practices and principles; design
thinking and user experience principles, trends and initiatives; learning
space design, and current trends related to academic library access services
Works closely with Web Services Librarian and the Digital Initiatives
Librarian to improve usability and accessibility of technology and online
interfaces
Programs and Services
Provides support for library hosted events and programs in the Mary Idema Pew
Library Learning and Information Commons
Ensures service desk staff are aware of information regarding library events,
policies, programs, and services so accurate and consistent information is
provided to users
Works with Head of Operations and User Services to develop, communicate, and
enforce building and collection use policies and procedures
Participates in library wide initiatives to promote and increase awareness of
library services and programs
In conjunction with the Library Program Manager and the First Year Initiatives
Coordinator, works with Grand Valley State University non-academic departments
and student organizations to promote library services and programs to students
The regular work schedule for this position is: Tuesday through Friday (9:00am
- 6:00pm) and Saturday (12pm - 8pm).
Required Qualifications and Education:
Bachelor Degree
Excellent written, oral, and interpersonal skills
Demonstrated ability to lead and manage staff and processes/workflows; and to
promote teamwork among colleagues
Demonstrated commitment and experience providing outstanding and user-centered
public service
The capacity to thrive in an exciting, agile, future-oriented environment and
responds effectively to changing needs and priorities
Preferred Qualifications:
Public service experience in a library setting and/or experience working in
the hospitality and tourism industry
Working knowledge of innovative customer service best practices and principles
Experience managing or leading projects that serve a diverse user community
Demonstrated creative and innovative problem-finding and problem-solving
skills
Interest and experience in assessment of services and spaces
An understanding of design thinking and user experience principles, trends and
initiatives
Salary and Benefits:
Salary ranges are commensurate with experience. GVSU employees enjoy a
comprehensive benefit package, including support for professional development.
Application:
Please apply online at https://www.gvsujobs.org, (select
Administrative/Professional). An application consists of a cover letter,
resume/vita, and the names, e-mail addresses and telephone numbers of three
professional references. The cover letter should address the responsibilities,
qualifications, and experiences listed for the position. If you need
assistance, call Human Resources at 616-331-2215.
Review will begin June 17th and continue until the position is filled.
Environment:
Grand Valley State University is a public comprehensive four-year university
located in western Michigan with campuses in Allendale, Grand Rapids, and
Holland, plus centers in Muskegon and Traverse City. The University attracts
nearly 25,000 students with high quality programs and state-of-the-art
facilities, including the Mary Idema Pew Library Learning and Information
Commons ( http://gvsu.edu/library) scheduled to open in June 2013. The new
Library will connect students, resources, and technology and change the face
of education at GVSU. This new facility is designed with green building
concepts and we are pursuing the highest possible LEED certification. The
greater Grand Rapids metropolitan area has a population of over one million,
and offers numerous cultural and recreational opportunities, a moderate cost
of living, and a high quality of life. For information related to the GVSU
work/life experience, visit http://www.gvsu.edu/healthwellness
For more information about the Grand Rapids community, visit
http://www.experiencegr.com/
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