Manager of Customer Experience (8-Month Contract)

About the Welland Public Library

Our mission at the Welland Public Library is “Opening doors to knowledge, ideas, and opportunity for everyone.” We offer a broad range of collections, programs and services to meet the needs of the community. At the heart of the work that we do are our staff members who are dedicated to the daily operations of the Library and create a connected and welcoming community for all library patrons.

The Welland Public Library believes that the foundation of excellent service to the community is a diverse and supportive workplace culture that values inclusion, collaboration, innovation and integrity. We invite applicants to connect with the Welland community and share their knowledge and experience with our Library.

About the Position

Manager of Customer Experience (8-Month Contract)

Under the general direction of the Chief Executive Officer, the Manager of Customer Experience is responsible for the management, delivery, and evaluation of circulation, reference, readers’ advisory and information services to the public in a multi-branch system. The position is also responsible for managing all processes related to collection development, maintenance, and de-selection. It includes staff training as well as supervisory and administrative duties.

Position Requirements:

·         Master’s Degree in Library Science from an ALA accredited university, or equivalent library degree.

·         2 to 3 years of public library experience; some supervisory experience in a unionized environment preferred.

·         Excellent written and oral communication and interpersonal skills.

·         Demonstrated knowledge of and proficiency in information services, readers’ advisory and reference search strategies.

·         Knowledge of library automated systems and proficiency in the use of electronic resources.

·         Demonstrated commitment to excellence in customer service; ability to establish and maintain effective working relationships with the public, community groups, and other employees.

·         Thorough knowledge of library systems, policies and procedures.

·         Demonstrated ability to plan, manage, and assess projects.

·         Ability to establish and maintain harmonious relations with the staff and public.

·         Ability to problem-solve in an effective manner; ability to use sound judgement when dealing with patrons.

·         Demonstrated ability to lead and direct staff.

·         Ability to carry out job functions with flexibility, creativity and initiative.

·         Working knowledge of the French language would be an asset.

·         Requirement for shift work including evenings and weekends.

Position Responsibilities:

• Oversees the delivery of reference, readers’ advisory, circulation and information services to the public, including requests for local history information, business resources and government documents.
• Oversees processes related to overdue accounts and billing.
  Manages the Library’s physical automatic release programs and direct ordering processes and liaises with print materials vendors as required.
• Manages the online catalogue, digital collections and electronic databases; explores and recommends new online resources and liaises effectively with suppliers and external organizations in extending, enhancing, and maintaining electronic resources.
• Responsible for the selection, maintenance, and deselection of adult print, audiovisual and electronic materials throughout the Library system, consistent with the Library’s collection development guidelines.
• Provides supervision, professional development, leadership, training and support to staff as required. Responsible for hiring, performance management, and discipline of subordinate staff.
• Responsible for the development of service area goals and objectives. Analyzes existing services and procedures and assists in service planning.
• Communicates and interprets library policies, procedures and information to staff and the public, including those related to occupational health and safety
• Performs administrative duties as required, including preparing monthly and annual statistical reports, processing invoices and payroll, and assisting with electronic fund transfers as required. Monitors and reconciles specific budgets under the direction of the Chief Execution Officer
  Provides signing authority as required under the direction of the Chief Executive Officer.
• Develops effective partnerships and liaisons with community groups and organizations to further the development of Library service to a diverse community Monitors issues and activities within the community and delivers presentations as required.
• Participates in the planning and administration of special projects.
• Maintains an awareness of current trends and new advances in customer service delivery, Library services, and collection management. Identifies best practices in keeping with the Library’s strategic plan.
• May assume supervisory responsibility for the for the Library in the absence of the Chief Executive Officer
• Serves on internal and external committees as required.
• Responsible for creating and maintaining the system-wide work schedule.
• Performs other related duties as assigned.

The rate of pay for this temporary, exempt position is $48.10 – $58.53 per hour (2025 rates)

Duration of Contract: February 1, 2026 – September 30, 2026 (with possibility of extension)

This position fills one (1) temporary vacancy.

Qualified applicants are encouraged to submit a current resume clearly marked “Manager of Customer Experience” via email to hr@wellandlibrary.ca

Posting closes at 4:00pm on Monday, November 24, 2025

The Welland Public Library is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. The Welland Public Library is committed to accommodating persons with disabilities. Should you require any accommodations, we will work to meet your needs.

The Welland Public Library does not use artificial intelligence (AI) at any stage of the recruitment process.

All applications will be held in strict confidence. We thank all applicants, however, only those selected for an interview will be contacted.  No phone calls please.

Personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act and will be used for employment assessment purposes only.