Manager, Library Customer Experience

Department: Georgina Public Library Location: All Branches Status: Temporary, Full Time Hours of Work: 35 hours per week; evenings and weekends as required Number of Positions: 1 Salary: $101,439.94 to $118,670.39 per annum Vacancy Reason: Temporary Replacement (up to 18 months) Date Posted: July 20, 2026 Date Closing: August 3, 2026 Position Summary Reporting to the Director of Library Services/CEO, the Manager, Customer Experience provides system-wide leadership for customer service, circulation, branch operations, and the day-to-day public-facing experience across all Georgina Public Library locations. The position leads, coaches, schedules, and supports front-facing staff to deliver consistent, welcoming, inclusive, safe, and high-quality service to the public. The Manager develops and implements customer service standards, operational procedures, onboarding and training practices, service improvements, and branch-level workflows that align with the Library’s strategic priorities, Library Board policies, the collective agreement, and applicable legislation. As a member of the management team, the Manager uses customer feedback, service data, staff input, and community needs to continuously improve the customer experience and support a respectful, high-performing workplace culture. The incumbent models leadership behaviours that support the Library’s vision, values, and strategic objectives, fostering common purpose, adaptability, resilience, accountability, and critical thinking. Responsibilities Under the direction of the CEO/Director of Library Services, this position: Is responsible for system-wide customer service and circulation services at Georgina Public Library (GPL), including the planning, development, implementation, and evaluation of circulation policies, procedures, service standards, and customer service practices. Provides system-wide leadership for the day-to-day public-facing customer experience across all library branches, ensuring services are welcoming, inclusive, accessible, consistent, responsive, and aligned with Library Board policies and the Library’s strategic priorities. Coordinates and oversees department-specific structured onboarding for new Customer Experience employees, ensuring each team member completes foundational training before assuming regular service responsibilities. Collaborates with other leadership team members to provide additional specialized training as needed. Ensures Customer Experience staff are trained in customer-facing technologies and service procedures, including the library’s website, catalogue, integrated library system, self-checkout equipment, public computers, electronic resources, room booking tools, online forms, and new service platforms. Collaborates with other managers on new systems, digital services, and technology-related training. Provides operational support at public service points as required to maintain service continuity, respond to escalations, support staff, and model customer service standards. Uses customer feedback, service data, staff input, and community needs to enhance library services and support the Library’s role as an inclusive, community-centred public space. Resolves escalated customer concerns and ensures customer feedback, complaints, incidents, and service issues are handled effectively and consistently in accordance with Library Board policies and procedures. Provides supervision to Customer Experience staff, including performance review and planning, training and development, coaching, problem-solving, dispute resolution, discipline, safety, and recommendations related to hiring, promotion, transfer, succession planning, and termination decisions. Manages the day-to-day scheduling, organization, coordination, deployment, and monitoring of Customer Experience staff to ensure effective service coverage across branches, including evenings, weekends, absences, vacancies, programs, and operational changes. Manages, motivates, and mentors staff, fostering innovation, creativity, professional growth, accountability, and a respectful workplace culture to build a highly effective team focused on customer service excellence, leadership, and high standards of work quality and organizational performance. Keeps current on the provisions and interpretations of Library Board policies, administrative procedures, the Collective Agreement, HR policies, and relevant legislation, and ensures they are properly and consistently applied within areas of responsibility. Tracks, records, analyzes, and compiles service statistics, customer feedback, operational trends, incident trends, and other reports as required, and reports regularly to the CEO/Director of Library Services. Acts as the procurement lead for customer-facing furniture, supplies, materials, and equipment, ensuring all purchases and requisitions contribute to a welcoming, accessible, safe, and effective library environment. Makes recommendations to the CEO/Director of Library Services as necessary. Travels to various work locations as required to fulfill the duties of the position. Participates in labour relations activities related to the Customer Experience team, including Labour Management meetings, collective agreement interpretation, grievance support, workplace issue resolution, and employee relations matters, in collaboration with the CEO/Director of Library Services and Human Resources. Works in conjunction with the CEO/Director of Library Services and management team to set annual operating and capital budget priorities related to customer experience, branch operations, staffing, furniture, equipment, supplies, and customer-facing service improvements. Monitors actual revenue and expenditures against approved budgets and advises the CEO/Director of Library Services where there are discrepancies, pressures, or risks. Provides relief management duties as required, including Manager on Duty coverage and backup support for other managers. Monitors public service areas to ensure branches are safe, welcoming, accessible, clean, organized, and customer-ready. Identifies and escalates facility, maintenance, furniture, equipment, signage, security, accessibility, and space-use concerns to the appropriate Town or Library contact, and follows up on issues that impact service delivery, safety, or the customer experience. Maintains awareness of customer-facing furniture, equipment, supplies, and service assets, and makes recommendations for repair, replacement, renewal, or improvement as required. Collaborates with the management team to identify and implement annual customer experience priorities, branch operations projects, and service improvements in direct alignment with the Library’s Strategic Plan. Acts as Project Sponsor or project lead on assigned strategic initiatives or operational projects. Ensures appropriate documentation, investigation, escalation, and resolution of emergency situations, customer incidents, safety concerns, and service disruptions in collaboration with the CEO/Director of Library Services, Human Resources, Town Facilities, Health and Safety representatives, and other managers as required. Supports organizational marketing and communications initiatives by ensuring Customer Experience activities align with the Library’s brand, communication standards, service expectations, and public-facing messaging. Attends meetings, workshops, conferences, training sessions, and courses as required. Ensures adherence to Library HR policies, employment-related legislation, health and safety legislation, accessibility requirements, privacy requirements, respectful workplace expectations, and other applicable policies and legislation. Keeps abreast of emerging legislation and trends relevant to the Library’s business. Ensures compliance of all activities within areas of responsibility with the Occupational Health and Safety Act and other applicable legislation. Enforces the Town’s Health and Safety Program, procedures, and best practices within areas of responsibility. Implements, conducts, and ensures due diligence with respect to health and safety matters within areas of responsibility, including training, risk identification, workplace inspections, incident reporting, investigations, procedures, and correcting or escalating hazards. Minimum Qualifications Education and Training: Masters of Library and Information Science or equivalent from an ALA accredited library faculty. Experience: Three years’ related experience, preferably in a public library environment; Previous supervisory experience, preferably in a unionized environment; Previous experience in roles of progressively increasing responsibility in a customer service environment; Proven success in leading high-performing teams and fostering a respectful, customer-focused workplace; Demonstrated ability to manage shifting priorities; Demonstrated ability to work as part of a cohesive team; One (1) year on the job for the period of adjustment, orientation, and adaptation. Knowledge: Thorough knowledge of library procedures and practices, customer experience principles, electronic databases, eBooks/Readers, All MS 365 applications, and integrated library systems; Excellent communication, organizational, customer service, problem solving, time management, and interpersonal skills. Required: Valid Class 'G' Driver's license and reliable vehicle to use on corporate business; Flexibility to work a variety of shifts, including evenings and weekends. Police Vulnerable Sector Check. Physical Demands and Working Conditions Normal office conditions.

The Manager provides system-wide leadership for customer service, circulation, and branch operations across all library locations. They are responsible for developing service standards, managing staff scheduling and performance, and ensuring a welcoming and inclusive public experience.

Candidates must possess a Master of Library and Information Science and at least three years of related experience, preferably in a public library. Required qualifications include supervisory experience, a valid Class G driver's license, and the ability to work flexible shifts.

• Analyse de donnéesSouhaitée
• Gestion de projetSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Experience Management
• Staff Supervision
• Circulation Services
• Operational Planning
• Budget Management
• Labour Relations
• Performance Management
• Strategic Planning
• Conflict Resolution
• Training and Development
• Procurement
• Health and Safety Compliance
• Data Analysis
• Interpersonal Communication
• Project Management
• Time Management

• Management & Leadership
• Customer Service & Support
• Government & Public Sector
• Administrative
• Education

Formation minimale

Maîtrise

Expérience minimale

2+ ans

Postuler avant le

22 août 2026

Langue de l’offre

anglais

Heures de travail

35 heures par semaine

Niveau d’expérience

Mid-Senior level