User Experience Manager - 140645

Ranked among the top 25 public academic research libraries in the nation, the UC San Diego Library is a vital partner in the university's mission of research, teaching, and patient care. We strive to be a student-centered space of community and inspiration, supporting academic success through innovation and resource access. Anchored by the Geisel Library and the Sally T. WongAvery Library, our facilities host millions of visitors annually and offer diverse environments to meet every need, including 56 group study rooms, presentation practice spaces, and areas for both collaborative and solitary study. Above all, we are committed to fostering an inclusive, equitable, and diverse environment where every member of our community feels they belong.

Primary work location: Geisel Library Building, La Jolla Main Campus.

Regular schedule: Sunday and Monday 9:45am-6:15pm; Thursday-Saturday 9:45am-6:15pm, Tuesday and Wednesday off. Must accommodate work schedule exceptions during extended hours, holidays, intersessions, short staffing, and summer.

The UC San Diego Library's User Experience (UX) program is dedicated to making the discovery and exchange of knowledge intuitive, cohesive, and accessible for all. We are seeking a User Experience Manager to lead the weekend operations of our service desks and public areas. This role is essential in ensuring that our students, faculty, and researchers receive high-standard, user-oriented support that helps them achieve their academic goals.

As a key member of the Library's management team, you will collaborate with other leaders to align public services with the broader mission of the UX program, focusing on operational efficiency and continuous improvement.

Core Responsibilities:

Operational Leadership: Manage the daily operations of library service desks and public areas, with primary oversight of weekend front-line services.

Team Supervision: Lead, hire, schedule, and coach a diverse team of staff and student employees, fostering a supportive and collaborative working environment.

Technology Management: Oversee the Library's popular Technology Lending Program, serve as the primary library contact for laptop lending, and manage self-service lending technologies.

Service Improvement: Participate in service assessments and implement recommendations to enhance the user experience and streamline mediated lending procedures.

User Support: Provide front-line service across two locations on campus. Resolve complex user interactions or complaints with tact and diplomacy.

• Proven Leadership: Supervisory experience, including hiring, training, delegating, and evaluating staff and/or student employees.

• Service Excellence: Demonstrated experience in a service-oriented environment with the ability to handle difficult interactions sensitively.

• Technical Aptitude: Demonstrated skill in implementing and managing technologies, particularly those related to library lending and resource access.

• Communication Skills: Excellent writing and interpersonal skills, with the ability to maintain clear policy manuals and communicate effectively with a diverse clientele.

• Analytical Thinking: Ability to analyze workflow statistics and identify patterns to formulate logical solutions for service improvements.

• Professional Judgment: Ability to work independently, prioritize short- and long-term needs, and remain flexible in a dynamic environment.

• Job offer is contingent upon satisfactory clearance based on Background Check results.