"Head of User Services"

Job Description Summary

Reporting to the Interim Director of Access Services, the Head of User Services serves as a strategic leader and coordinator of the full user service experience at Van Pelt Dietrich Library Center. This includes overseeing patron engagement, ensuring service excellence at the primary Van Pelt access points, and aligning physical and digital service models with the evolving needs of Penn Libraries patrons. This role provides leadership, ongoing support and training of staff in promoting a culture of teamwork, welcoming and responsive customer service and continuous advances in service delivery.

Job Responsibilities

• Coordinate, evaluate, and continuously improve user-facing services across physical and virtual environments, with a primary focus on the Van Pelt Library.
• Supervise a team of approximately 8 full-time staff and rotating student workers, providing training, mentorship, and performance support to ensure consistently positive, inclusive, and responsive interactions with library users.
• Design and implement methods for assessing service delivery and patron satisfaction, using data to inform improvements.
• Employ quantitative and qualitative tools (e.g., transaction logs, patron feedback, workflow analysis) to optimize staff deployment and service efficiency.
• Contribute to the development and implementation of new tools like self-checkout, automated call routing, and digital reserves systems.
• Identify and document policies supporting holistic service models and lead cross-departmental service agreements that enhance user experience.
• Collaborate with departments (including colleagues across Operations, TDI, CSC, Facilities and UX teams) to streamline service touchpoints and enhance continuity of the patron experience.
• Engage with faculty, students, and administrative stakeholders to align services with institutional teaching, learning, and research priorities.
• Represent Penn Libraries in professional forums at the local, regional, and national levels.
• Other duties and responsibilities as assigned.

Qualifications

• Master's degree and 3 to 5 years of experience or equivalent combination of education and experience is required. MLS/MLIS degree preferred.
• Relevant professional experience in a client-centered service organization, and supervisory experience.
• Demonstrated knowledge of public service, access services, resource sharing and technical infrastructure required for access and delivery of content.
• Substantive experience in or demonstrated understanding of academic libraries.
• Experience with a major ILS (integrated library system) - preferably Alma.
• Experience with Springshare product configuration (libcal, asklib, libstaffer).
• Excellent communication skills, both oral and written.
• Excellent collaborative and team skills.
• Strong data analysis and interpretive skills.

Application Requirement

A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

University Library

Pay Range

$66,000.00 - $91,591.00 Annual Rate. Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.