Position Summary

The Assistant Manager, Customer Experience, is responsible for providing direct leadership and management of the Customer Experience Assistants at the RHPL Library Branches. The position supports and trains staff, enabling customers to have an exceptional experience when attending to and being served by staff at RHPL.

Key Duties and Responsibilities

• Implements approaches to optimize and standardize the customer experience at RHPL locations. This includes planning and forecasting customer service requirements for the immediate and shorter term, including redistributing staff resources to maintain appropriate service levels for in-person, online, and phone-related experiences at the branch level.
• Implements policies, procedures, processes, and programs specific to account management, fine collection, patron point of sale, copy card services, membership cards, customer records, room and space rentals, program registration, readers advisory, etc.
• Acts as a support to customer experience assistants in resolving customer issues, queries, and/or complaints.
• Contributes to the planning, budgeting, policy development, delivery, and evaluation of customer experiences being provided by staff, ensuring modifications are applied consistently, and taking into consideration the diverse community’s current needs.
• Keeps informed of current trends, technologies, culture, and events, recommending modifications to existing plans to incorporate these items to better serve RHPL’s customers.
• Contribute to relevant initiatives in RHPL’s strategic roadmap.
• Provide data and input supporting the generation of reports that measure, analyze, and optimize data specific to customers.
• Facilitates the implementation of policies, processes, and procedures specific to the customer experience portfolio. Ensures consistency in implementation through auditing, coaching, and retraining as necessary.
• Responsible for monitoring financial requirements at the branch level associated with the customer experience portfolio, reviewing and rebalancing immediate staff resources to ensure the most optimized customer experience. Develops and maintains schedules of staff resources across branches.
• Act as a collaborative and active member of the leadership team.

Duties and Responsibilities Cont'd (if applicable)

• Act as a role model, supporting creative thinking and collaboration skills for team members, and contributing to a high-performing, integrated, and adaptable culture.
• Hires, trains, develops, and evaluates employees accountable to the position in accordance with the policies of the organization and best practices in human resources. Fosters a team environment by demonstrating leadership behaviour and organizational values, empowering employees, and building team capacity.
• Builds productive and collaborative working relationships within and outside the organization.
• May represent RHPL as a subject matter expert and leader in the sector.
• Other duties as required.

Education and Experience

• University degree in relevant discipline.
• Minimum 5 years of recent relevant experience, ideally in a public library or library setting. Including leadership-level experience would be considered an asset.

Required Skills/Knowledge

• Demonstrated ability to generate comprehensive implementation plans supporting activities and solutions in the immediate to shorter term.
• Ability to set expectations for, and achievement of, challenging, motivating performance standards.
• Financial knowledge .
• Communication skills including the ability communicate appropriately to the audience using the correct level of language for understanding.
• Demonstrated data and analytical skills.
• Demonstrated ability to identify and recommend appropriate investments in training and development of people, etc.
• Customer-focus.
• Professionalism, judgment and discretion in dealing with others.
• Demonstrates personal excellence and honesty, exhibiting the highest standards of commitment and responsibility.
• Leadership skills including understanding and participating in change initiatives.
• Strong relationship builder, who is respectful while being able to motivate, influence, and mobilize people.

Richmond Hill Public Library Values