Director of Digital Experience

Description

DIRECTOR OF DIGITAL EXPERIENCE

Leads and directs the operations and activities of the Pierce County Library System’s Digital Experience Department, including Information Technology and Virtual Services, to deliver a unified technology experience to serve external and internal customers in both physical and virtual worlds. This position plans, coordinates and manages the development and implementation of departmental plans, policies and procedures to ensure successful attainment of the Library’s objectives and goals; participates in system-wide planning; establishes digital communities and partnerships; represents the Library to the community; and supervises personnel.
Supervisory Relationships:
Reports to the Deputy Director; supervises managerial, supervisory, professional/technical personnel and assigned staff. Leads, supervises and manages a single department that collaborates with and supports all other departments and the public.

Essential Functions:
Class specifications are intended to provide a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Project Management
 In alignment with the library’s strategic and technology plans, and working in concert with the Administrative Team, determines technology project priorities.
 Initiates technology projects, with multiple simultaneous projects likely.
 Identifies and articulates project goals, objectives and timelines in written and verbal
forms for all stakeholders and partners.
 Actively monitors and manages technology projects to meet goals and timelines; provides
load-balancing and re-prioritization when needed.
 Communicates project status to the organization in a consistent manner.
 Evaluates the effectiveness of project processes and results and incorporates improvements for future projects.

Experience Design & Delivery
 Ensures the delivery of high-quality, customer focused digital services; assists in ensuring the Library’s digital services appropriately meet the needs of the community.
 Ensures understanding of how user experience (UX), traditional IT hardware/software, and online tools can enhance existing offerings and deliver innovative services to customers.
 Delivers a superior and unified virtual and physical technology experience to community and staff.
 Responds to and resolves external and internal customer inquiries and issues. Collaboration
 Serves as a member of the senior management team and contributes to strategic and long- range planning, program development and evaluation, resource development, budget formulation, staff planning and development, and allocation of resources in support of the Library’s mission and goals.
 Partners with the Library’s Marketing and Community Relations Director to lead the development of the organization’s user experience brand, content creation, and online voice.
 Builds collaborative relationships and coordinates with departments and staff in interdisciplinary environment based on customer-first initiatives.
Operations & Teambuilding
 Oversees and directs departmental operations including systems administration, technical support, project management, Virtual Services, network administration, telephones, web support, desktop and PCs, electronic resources (databases) and mobile devices.
 Hires, trains, supervises, coaches, disciplines, and evaluates the performance of personnel and consultant staff; ensures staff compliance with Library and departmental policies, procedures and service standards.
 Negotiates technology vendor and consultant contracts; manages vendor and consultant contracts and relationships.
 Translates the Library’s vision and strategy for the department; determines and articulates how technology can be effectively utilized to achieve those goals and strategies; understands and embraces public service goals and strategies.
 Develops annual and multi-year objectives for the department, monitors and reports progress towards meeting them; leads development and implementation of technology and virtual services plans.
 Inspires staff to keep abreast of emerging technologies; facilitates ongoing learning opportunities for staff to remain current in their technology knowledge.
Budget
 Develops and administers the Department’s budget; monitors and authorizes expenditures.

Research
 Discovers emerging customer technology needs; leads library-wide efforts to analyze and plan for library and customers’ current and emerging service and technology needs; plans, develops, recommends and implements effective technological responses.
 Conducts technology research and identifies solutions to existing technical issues.
 Analyzes data, processes and procedures relevant to library customer service and
operations.
 Stays apprised of contemporary issues, trends and developments in technology and public
library services. IT Infrastructure
 Assesses, develops and maintains sustainable IT infrastructure which ensures successful customer experience and utilizes current and emerging technologies.
 Plans and deploys new technologies.
 Ensures front-line staff have tools needed to serve the customer.
 Determines balance between in-house infrastructure and outsourced services (including
UX, IT, SaaS, cloud services, etc.). Virtual Communities
 Engages library in and provides service to digital communities and customers; builds partnerships; builds connections across the IT, UX and online communities and helps attract and retain great library technologists.
 Leads coordination and assessment of virtual services operations and innovation.
 Ensures creation and delivery of customer focused services through the use of focus
groups and user experience testing. System
 Identify innovative and effective approaches and solutions to system and service needs.
 Serve as trusted and credible strategic advisor to upper management.
 Brings matters of public concern regarding waste, inefficiency, corruption,
discrimination, and safety to the attention of Library Management.
 Accurately communicates the Library’s policies to members of the public in all job-related contacts.
 Positively reflects Pierce County Library’s mission, vision, and values to members of the
public and to staff.
 Performs other duties as assigned or required.
Required Knowledge of:
 Current trends and developments in the field of information technology, user experience, online tools and public library service.
 Library-specific technologies including the Integrated Library System (ILS), patron self- service, materials handling, and others.
 Supervisory principles, practices and methods.
 Preparing and administering budgets, including multi-year capital budget planning.
 Principles and practices of information technology, user experience, mobile devices and service, and user testing.
 Prototyping.
 Project management principles and processes.
 Multiplatform computer devices and software, including desktop systems,, mobile computing
(including tablets, phones and other devices) and emerging technologies.
 Customer service standards and protocols.
Required Skill in:
 Project management.
 Planning, developing and delivering user focused digital services in a diverse computing
environment including traditional IT hardware/software, mobile technology, and online tools
and resources.
 Fostering innovation and creative solutions through leadership, environment, and
encouragement.
 Demonstrating management-level leadership, and leading cultural change.
 Project and team management, and meeting deadlines.
 Supervising, leading, coaching, and delegating tasks and authority.
 Critical thinking and problem solving; analyzing data, processes and procedures; applying
judgment in determining options and implementing solutions.
 Collaborating successfully with departments and staff in team-based environment.
 Professional and effective written, oral and online communication with ability to readily
adapt to diverse people and situations; active listening; facilitating communication across
departments and locations.
 Effective organizational skills, including ability to multitask and manage multiple projects
and adapt to changing priorities.
 Overseeing IT work and projects and maintaining computer networks.
 Developing and administering budgets and monitoring expenditure.
Minimum Qualifications:
 A Bachelor’s degree in computer science, information technology, library and information science, management information systems, user experience, human-computer interaction or relevant field, with a Master’s or Graduate degree preferred;
 Five years’ experience directing or managing information technology operations and online services in a customer service environment, including supervisory experience; OR,
 Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
Licenses, Certifications, and Special Requirements:
 A valid Washington State Driver’s License is required.
 Must pass local police and Washington State Adult/Child Abuse records check prior to hire.
 The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes on short notice is required.