ARTstor User Services Director http://www.artstor.org/info/news/ijobs-11_09_05.jsp ARTstor is seeking a Director of User Services. User Services provides support and training services to institutions participating in ARTstor (including libraries, visual resource and instructional technology departments) as well as end users (including faculty, curators, and graduate and undergraduate students). Responsibilities The Director of User Services will be responsible for developing and carrying out a strategic plan to assess, encourage and support use of the ARTstor digital library, software and services. The Director of User Services will work closely with the Director of Library Relations, Technology, and other senior management team leaders at ARTstor to conduct field research related to user needs (among institutions and individuals), oversee organizational relationships with participating institutions, and work with individual end users and their institutional representatives to strengthen the value of the ARTstor community. Primary tasks include: Assess usage, and design and implement processes to promote and encourage the use, of ARTstor content, tools, and services across the campus; Work closely with the ARTstor senior management team to build a scalable infrastructure that will provide highly responsive user support for a rapidly increasing user base, eventually on a 24x7 basis; Play a strategic and leadership role in the growth of ARTstor and what it offers to users by championing user needs, and working closely with assessment staff; Manage a growing team of user support specialists and assistants that provides training and support services for ARTstor participants; this includes overseeing technical support, development and maintenance of online and printed documentation and training materials; Work closely with the ARTstor Library Relations team to transition and ensure continued service and strengthening o f relationships with participating institutions; Skills The Director of User Services should be creative, energetic, flexible, and committed to the development and delivery of high-quality services to users in the educational and arts communities. Specific required skills include: Proven ability to manage a medium size team of highly motivated employees; Experience in designing, implementing, and maintaining a user support organizational structure that will provide a top quality support service, including experience implementing systems, processes, and metrics to ensure continuous improvement in service quality; Proven ability to devise and implement methods of encouraging usage of new technology products or technology-based services; Demonstrated capacity to work collaboratively with other senior staff across organizational boundaries; Understanding of technology platforms and products in the realms of libraries, learning management systems, collections management systems, or other educational enterprise systems; Proven ability to set priorities and strategically implement web-based services and products; Qualifications A bachelor's degree and graduate study, or a bachelor's degree and equivalent professional experience, in a directly relevant field. Significant (minimum 5 years) management experience in Client Relationship Management and/or User Support in an organization whose mode of product delivery has been via software or the Internet; Experience with Customer Interaction Management and/or Customer Relationship Management systems (knowledge of Talisma CIM a plus); Excellent written and oral communication skills relating to technical and non-technical subjects; Experience in product promotion and user retention; Comfort and fluency in a variety of software programs, platforms, and in Human-Computer Interaction; Experience in the higher educational community a plus, but not required if the candidate has demonstrable record of directly relevant transferable skills and experiences; Proven ability to work collaboratively, and to be able to manage multiple responsibilities, in a rapidly changing, rigorous environment; Proven ability to foster the professional development of staff members; Willingness to travel (including internationally) as required. About ARTstor ARTstor is an equal opportunity employer. ARTstor offers a competitive salary and excellent benefits. Applications for the position should be submitted to: [log in to unmask] Applicants must submit a cover letter with salary requirements along with their resume.