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Saturday, November 9, 2013

F/T - Mgr. Library Svcs. Coordinator, NYPL (NY)

Manager, Library Services Coordinator, NY Public Library

The New York Public Library seeks a highly customer service oriented leader to work closely with the Director, Library Services Stephen A. Schwarzman Building and unit heads on continuous improvements to both customer service and workflow throughout the building, and as appropriate on NYPL digital properties across the system.
  • Working closely with Stephen A. Schwarzman Building (SASB) Director and unit heads, ensures the optimal mix of library services are made available to users throughout the building, and as appropriate on NYPL digital properties  across the system. Makes recommendations to the director for additions and changes
  • Serves as a point of escalation and resolution for customer service issues
  • Partners with the Director to ensure ongoing development of SASB staff to align skills and capabilities with the mission and strategic priorities of the Library
  • Manages SASB metrics and reports on key issues to the Director in order to foster data driven decision making
  • In conjunction with the Director, is responsible for internal SASB communication.  Ensures that unit heads and staff are in the know about items that effect staff, users patrons and the building
  • Coordinates and communicates, across The New York Public Library as appropriate, about programming being offered in the SASB building. As appropriate, partners with Marketing and Communications
  • Interacts with all service units within SASB to ensure program owners coordinate with Facilities, Security, and ITG Technology to ensure support needs are met. so all  programs run smoothly
  • In the absence of the Director, assumes overall responsibility for the day to day running of the building
  • Participates, as appropriate, in the design and implementation of services plans such as the Renovation programming
Key Competencies:
  • Customer Service
  • Communication (both internal and with patrons)
  • Intense attention to detail
  • Collaboration
  • Teamwork
  • Planning and Organizing
  • Seven plus years of experience working in a large urban Library with at least three years in a management role
  • Bachelors Degree required – MLS preferred
  • Experience managing a team responsible for the delivery of customer service
  • Demonstrated track record of success in improving customer service and or workflows
  • Demonstrated experience using social media platforms to drive customer relationships
  • Must have experience managing projects
  • Strong analytical orientation with demonstrable experience using metrics to drive decision making
  • Outstanding interpersonal communication skills with the ability to interact with all patrons and staff
  • Ability to deal with and manage change in an efficient and effective manner
  • Must be able to manage multiple, high priority tasks simultaneously
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