User Experience Manager

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Created: June 19, 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 July 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 user-centered 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.

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.

Review will begin June 17th and continue until the position is filled.

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


Published: Wednesday, June 19, 2013 20:17 UTC

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