UA Library Patron Services Manager (Full-time)

The Upper Arlington Public Library is looking for a dynamic and innovative Patron Services Manager to lead our Tremont Road branch public service department managers. This highly visible leadership role requires a strategic thinker with strong organizational skills to support and guide department managers, ensuring exceptional service for our community.

The Patron Services Manager will play a key role in addressing patron concerns, managing branch incidents, and overseeing the Library Passport Program. Additionally, this position serves as a liaison with the Friends of the Library, fostering community partnerships and leading fundraising and donation efforts.

We are seeking a collaborative leader with outstanding communication and project management skills, a talent for creative problem-solving, and a passion for public service. If you thrive in a fast-paced environment and are committed to innovation in library services, we invite you to join our team!

Job Summary:
Oversees Public Services Managers at Tremont Road Branch including critical aspects of public service operations, the library's passport program, coordinates fundraising efforts and donations, serves as a liaison to the Friends of the Library. Supports Public Services Managers to address patron concerns, departmental challenges, and service improvements. The Patron Services Manager acts as the primary point of contact between the Tremont Branch and the Library Director, regularly providing updates on branch performance, issues, and achievements.Essential Functions:

1. Oversees the management of daily operations of the public service departments at Tremont Road Branch, supervising and evaluating department managers in conformance with established library policy.
2. Provides branch leadership by supporting Public Services Managers in resolving operational issues, patron concerns, departmental challenges, and service improvements and implementing solutions.
3. Serves as the library's Passport Program Manager, overseeing daily operations, including staff training, scheduling, and compliance with U.S. Department of State regulations. Monitors program performance, identifying opportunities to enhance services and maximize revenue. 
4. Develops and coordinates fundraising initiatives to support library programs and services.  
5. Interviews, schedules, trains, supervises and evaluates Public Services Managers at the Tremont Branch in conformance with established library practices. Recommends selection and hiring of staff that exemplify the behaviors and attitudes identified in the UAPL Culture Philosophy.
6. Conducts public service interviews as needed and provides hiring guidance to Public Service Managers. 
7. Acts as the primary point of contact for the Friends of the Library organization. Attends Friends meetings to provide updates on library activities and align goals.
8. Assists Human Resources in developing, implementing, and maintaining safety and security protocols.
9. Supports the Community Relations Manager and staff with programming, including set up and tear down, check-in, and general assistance.
10. Provides leadership and support as a backup manager for other Public Service Managers during absences or high-demand periods.
11. Addresses and resolves escalated patron concerns and incidents with professionalism and efficiency. Meets with individuals and groups concerning library issues and works towards mutual acceptable resolution of concerns.
12. Supports cross-functional efforts as a member of the Leadership Team and with Administration, modeling collaborative behaviors to set an example for staff. 
13. Participates in establishing department policies and procedures with responsibility for interpreting those policies at the patron service level.
14. Serves in the capacity of “Staff-in-Charge” 
15. Keeps abreast of current trends, technology and new professional techniques; participates in activities of professional and related organizations.
16. Follows library safety and emergency policies and procedures.
17. Reports maintenance and safety issues to supervisor and/or Facilities personnel.
18. Performs other duties as assigned.

Required Knowledge, Skills, and Abilities:

• Demonstrated ability to interact productively with members of the library team in problem solving, workflow analysis and decision making.
• Ability to balance multiple responsibilities and adapt to changing priorities.
• Ability to exercise discretion and sound judgment.
• Effective customer service and interpersonal skills, including the ability to communicate verbally and in writing in English.
• Strong interpersonal skills, with the ability to build relationships and work collaboratively with diverse stakeholders.
• Competent in the use of Windows-based computer programs.
• Proficiency in word processing, spreadsheet, and database programs.
• Valid Ohio driver’s license and proof of insurance.

Education and Experience:

• Bachelor's degree required.
• Master’s degree in library and information science (MLIS) from an ALA-accredited program or equivalent professional experience preferred.
• Minimum of three years of progressive library management or equivalent leadership experience
• One or more years of fundraising experience preferred.

Physical and Environmental Conditions:

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of libraries and offices, which includes the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• The noise level in the work environment ranges from quiet to moderate.
• Considerable mobility including, but not limited to, extensive periods of walking, bending, sitting, lifting weights up to 20 pounds, and pushing full book carts.
• Manual dexterity sufficient to perform general typing and computer skills.
• Calm and focused handling of interruptions and distractions.
• Periodic intense concentration and sustained viewing of a computer monitor.
• Position requires working irregular hours, including evenings and weekends.
• Some local travel by personal automobile is required. 

Hours/Schedule:
Full-time 

All positions posted as Upper Arlington Public Library positions are maintained by the Upper Arlington Public Library and not the City of Upper Arlington. While we understand the difficulty of waiting on job news, we request that you do not call for updates on the status of your application, as this can slow down the process. In the event you experience difficulty in applying through NeoGov, you may contact Library Administration at 614-486-0900.

The Upper Arlington Public Library is an Equal Opportunity Employer. The employment opportunities with the UAPL are available equally to all without regard to race, color, religion, national origin, sex, age, marital status, disability, military status, sexual orientation, gender identity, genetic information or any other characteristics protected by federal, state or local law. 

The Library will make reasonable accommodations for applicants as needed. Applicants who believe they may need a reasonable accommodation during the interview process should contact the Administrative Office at 614-486-0900 and speak to the Human Resources Manager. All requests received will be evaluated individually and responded to appropriately.

Salary : $73,819 - $92,186