"Manager, Access & Public Services"

Overview

Manager, Access & Public Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. Centering the needs of library users, this role ensures a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance.  The Manager champions a culture of inclusivity, collaboration, and continuous improvement-motivating, coaching, and developing staff to reach their full potential. Key responsibilities include setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities. The Manager actively assesses and enhances service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies. As a member of the Access & Public Services Leadership Team, the Manager models outstanding communication, supports staff well-being, and ensures consistency in service delivery, policy interpretation, and procedural adherence. This role also collaborates broadly-engaging with campus partners, vendors, and professional organizations-to amplify the impact of library services and contribute to the excellence of Yale’s collections and research support.

Staff Leadership & Development (60%)

• Leading, motivating, coaching, and developing staff to deliver exceptional service. Setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities. Supporting staff well-being and modeling outstanding communication. Championing a culture of inclusivity, collaboration, and continuous improvement in alignment with Yale Library Strategic Directions & Staff Values.

User Experience & Service Quality Enhancement (30%)

• Ensuring a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance. Actively assessing and enhancing service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies. Ensuring consistent service delivery, policy interpretation, and procedural application while resolving escalated customer service issues to uphold quality standards.

Collaboration & Strategic Engagement (10%)

• Collaborating with campus partners, vendors, and professional organizations to advance and amplify the impact of library services. Engaging broadly to contribute to the excellence of collections and research support. Participating in committees, projects, and professional activities.

Required Skills and Abilities

1. Leadership and Team Management:Ability to supervise, mentor, and coach staff effectively, fostering collaboration and professional growth while managing performance and promoting a positive, inclusive work environment.
2. Strategic Planning and Project Coordination:Skill in managing priorities, coordinating multiple projects, services and workflows, and ensuring deadlines in a complex organizational setting.
3. Communication and Interpersonal Skills:Excellent oral and written communication skills, with the ability to articulate policies, engage stakeholders, and build relationships across departments and with campus partners.
4. Analytical and Problem-Solving Ability: Strong analytical skills for assessing service quality, interpreting data, and making informed decisions to improve processes and resolve escalated issues effectively.
5. Commitment to Service Excellence and Innovation: Demonstrated ability to deliver outstanding public services, adapt to change, and innovate in response to evolving user needs and organizational priorities.

Preferred Skills and Abilities

Preferred candidates will bring experience in academic libraries, cultural heritage institutions, or higher education settings, along with expertise in access services functions such as circulation, resource sharing, and interlibrary loan. Strong leadership expertise within unionized environments, and a demonstrated commitment to diversity, equity, and inclusion are highly valued. A bachelor’s degree in a related field and at least three years of related experience or an equivalent combination of education and experience are preferred. 

Physical Requirements

This position requires lifting boxes weighing up to 40 pounds, pushing loaded cards, and exposure (with appropriate personal protective equipment) to moldy and dusty collections. 

Schedule

Sunday: 11:30am-8pm
Wednesday-Friday: 1:30pm-10pm
Saturday: 9:30am-6pm

Principal Responsibilities

1. Supervises the day-to-day activities of support staff.
2. Assesses and resolves or escalates problems arising within unit.
3. Assists in the development of policies and procedures in support of unit.
4. Assists in long-range planning for work unit needs.
5. Participates in unit budget planning.
6. Evaluates work requests to determine if they are appropriate to the unit or another area.
7. Ensures that work flow is organized and staffed for quality efficient completion.
8. Communicates deadlines and special circumstances to staff.
9. Maintains equipment and supplies for unit.
10. Completes evaluations of direct report employees.
11. Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects.
12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors.
13. Supervises a staff of exempt and non-exempt employees.
14. Performs other duties as assigned.

Required Education and Experience

Minimum requirement of Bachelor’s Degree in related field and three years of related experience or an equivalent combination of education and experience.