User Experience Manager

Grand Rapids
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Created: June 4, 2013


Grand Valley State University Libraries, a recipient of the 2012 Association
of College and Research  Libraries' Excellence in Academic Libraries Award,
seeks an energetic, innovative and self-motivated  professional for the User
Experience Manager position. Reporting to the Head of Operations and User
Services, the User Experience (UX) Manager leads a newly  formed User
Experience Team that is responsible for the management and day-to-day
operation of the  single service desk that will provide first tier research
assistance, circulation services, resource sharing and  document delivery,
live chat, and course reserves in the new Mary Idema Pew Library Learning and Information Commons scheduled to open in June 2013. Working collaboratively with other managers in the  Technology and Information Services Division, and across the library, the UX Manager will be an active  participant in an agile, forward thinking library environment that promotes and supports innovative, responsive and collaborative user-centered services and spaces.


General Administration

* Oversees the User Experience Team which includes four staff and seven FTE student employees
* Schedules service desk coverage and extended hours coordination for Mary Idema Pew Library Learning and Information Commons
* Manages the user experience student assistant budget
* Supports and encourages professional development for the User Experience Team
* Works with the Head of Operations and User Services for the recruitment, hiring, and retention of quality library staff in the User Experience team
* Helps to assure alignment between unit and overall library mission, goals, and values
* Works with Evening Operations and User Services Manager to oversee public spaces, support
events, and coordinate event set up and take down for library sponsored programs and events
* Works with the campus IT Helpdesk staff to foster a collaborative and user-centered service environment in the new Mary Idema Pew Library Learning and Information Commons
* Manages, maintains, and acquires supplies for department, various user experience services, and patron use within the library
* Participates in university-wide initiatives in areas of assigned responsibility
* Works with Evening Operations and User Services Manager to assist in troubleshooting the automated Storage Retrieval System (ASRS)
* Works with the Operations and User Services management team to develop, recommend and implement policies, procedures, and services
* Advises the Head of Operations and User Services on challenges and opportunities related to the ongoing development, management and promotion of a user-centered library environment.


* Working with the Liaison Librarians, provides on-going training to those working service points to ensure user interaction regarding library services receive the best possible outcomes consistently during all hours of operation
* Assists with the development and implementation of training, scripts, and other materials needed to effectively provide information and orientation about the library environment and variety of specific library services and initiatives

User-Centered Environment

* Participates in a library wide initiative to establish and maintain a proactive and responsive usercentered culture
* Evaluates and assesses services delivered by staff at the service desk. Services include: customer service, first tier research assistance, circulation services, resource sharing and document delivery, live chat, course reserves, and way finding. The focus will be to identify user needs, evaluate how well those needs are being met, and recommend and implement changes to policies, services, and initiatives that respond to user needs
* Apply and implement models and frameworks that enable a deep understanding of user behaviors, needs, and preferences in the Mary Idema Pew Library Learning and Information Commons.
* Stays abreast of innovative customer service practices and principles; design thinking and user experience principles, trends and initiatives; learning space design, and current trends related to academic library access services
* Works closely with Web Services Librarian and the Digital Initiatives Librarian to improve usability and accessibility of technology and online interfaces

Programs and Services

* Provides support for library hosted events and programs in the Mary Idema Pew Library Learning and Information Commons
* Ensures service desk staff are aware of information regarding library events, policies, programs, and services so accurate and consistent information is provided to users
* Works with Head of Operations and User Services to develop, communicate, and enforce building and collection use policies and procedures
* Participates in library wide initiatives to promote and increase awareness of library services and programs
* In conjunction with the Library Program Manager and the First Year Initiatives Coordinator, works with Grand Valley State University non-academic departments and student organizations to promote library services and programs to students

The regular work schedule for this position is: Tuesday through Friday (9:00am - 6:00pm) and Saturday (12pm - 8pm).

Required Qualifications and Education:

* Bachelor Degree
* Excellent written, oral, and interpersonal skills
* Demonstrated ability to lead and manage staff and processes/workflows; and to promote teamwork among colleagues
* Demonstrated commitment and experience providing outstanding and user-centered public service
* The capacity to thrive in an exciting, agile, future-oriented environment and responds effectively to changing needs and priorities

Preferred Qualifications:

* Public service experience in a library setting and/or experience working in the hospitality and tourism industry
* Working knowledge of innovative customer service best practices and principles
* Experience managing or leading projects that serve a diverse user community
* Demonstrated creative and innovative problem-finding and problem-solving skills
* Interest and experience in assessment of services and spaces
* An understanding of design thinking and user experience principles, trends and initiatives

Salary and Benefits:

Salary ranges are commensurate with experience. GVSU employees enjoy a comprehensive benefit  package, including support for professional development. The job category for this position is Administrative/Professional.


Please apply online at, (select Administrative/Professional). An application consists of a cover letter, resume/vita, and the names e-mail addresses and telephone numbers of three professional references. The cover letter should address the responsibilities, qualifications, and experiences
listed for the position. If you need assistance, call Human Resources at 616-331-2215.

Applications will be accepted until the position is filled. However,
preference will be given to applications  received by June 17, 2013.
Environment: Grand Valley State University is a public comprehensive four-year university located in western Michigan  with campuses in Allendale, Grand Rapids, and Holland, plus centers in Muskegon and Traverse City. The
University attracts nearly 25,000 students with high quality programs and
state-of-the-art facilities, including  the Mary Idema Pew Library Learning
and Information Commons ( scheduled to open  in June
2013. The new Library will connect students, resources, and technology and
change the face of  education at GVSU. This new facility is designed with
green building concepts and we are pursuing the  highest possible LEED
certification. The greater Grand Rapids metropolitan area has a population of
over  one million, and offers numerous cultural and recreational
opportunities, a moderate cost of living, and a high  quality of life. For
information related to the GVSU work/life experience, visit For more information about the Grand Rapids community, visit Grand Valley State University is an affirmative action, equal opportunity institution. Minorities, individuals with  disabilities, and veterans are encouraged to apply. We are interested in qualified candidates who can  contribute, through their research, teaching, and/or service, to the diversity and excellence of the campus  community.

Last updated: Tuesday, February 28, 2017 23:45 UTC