Job Description
This position manages the first and second floor Ask Us Desks, which are the library’s main service points. The Customer Experience Manager works primarily at these busy information hubs to oversee daily operations, such as providing training on Ask Us polices and procedures; supervising and supporting the work of Ask Us colleagues, staff, and student employees; and providing circulation, research, and wayfinding services to users.
Employing a continuous improvement mindset and library best practices, the Customer Experience Manager strives for exceptional customer service for all users of the Auraria Library through the recommendation of user-focused procedures and by further developing the knowledge and skills of the department. The Customer Experience Manager will take a leadership role in serving Library users with disabilities, including chairing a Tri-institutional Accessibility Committee and facilitating library-wide trainings for employees in the use of assistive technologies.
Benefits & Additional Compensation Info
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.
The above salary range represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.
Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.
Benefits: https://www.cu.edu/employee-services/benefits
Total Compensation Calculator: http://www.cu.edu/node/153125
Additional Info & Requirements
Minimum Qualifications:
- Bachelor's degree in business, hospitality, communications, human services, social sciences, humanities, library science or a related field.
- Four (4) years of professional experience working in a library setting.
- One (1) year of supervision or team lead experience.
Substitutions:
- A combination of education and related technical/paraprofessional experience may be substituted for the bachelor’s degree on a year for year basis, but not for the specific experience.
- A Master’s degree in Library Science may substitute for the Bachelor’s degree, but not the specific years of experience.
Required: Applicants must meet minimum qualifications at the time of hire.
Preferred Qualifications:
- A Master’s degree in Library Science.
- Experience in conducting assessment and evaluation of customer service.
- Higher education experience, preferability in a library setting.
- Experience in developing and delivering training.
- Experience using assistive technologies, including hardware and software such as JAWS and Dragon.
Competencies/Knowledge, Skills, and Abilities:
- Ability to coach employees to provide high-quality service.
- Ability to lead organizational change, effectively delegate workloads, and inspire innovation.
- Ability to design and deliver effective employee training.
- Experience with using assistive technologies to locate and use information resources.
- Strong interpersonal skills, including the ability to effectively communicate and work with diverse faculty, staff and students.
- Ability to learn effective use of new software systems.
- Excellent project management, time management, and prioritization skills.
- Understanding of, and passion for, improving user experience in a busy direct service environment.
- Demonstrated ability to create a work environment that promotes teamwork, diversity, equality, and inclusiveness.
- Ability to develop, interpret and evaluate data, evaluate policies and exercise good judgment in the application, interpretation, and communication of policies procedures, rules, and guidelines.
- Demonstrated ability to organize and complete complex projects with multiple deadlines and schedules.
- Ability to work independently and in team settings.
- Ability to communicate effectively, both orally and in writing.
- Experience with Microsoft Office Products including Excel, Word and Outlook.
Diversity and Equity:
The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.
The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.
The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.
The Community
Located in downtown Denver, Colorado, the Auraria Campus is home to three institutions of higher education – University of Colorado Denver, Metropolitan State University of Denver, and Community College of Denver – both MSU and CCD are Hispanic Serving Institutions (HSI), and CU Denver is finalizing its HSI and Asian American Native American Pacific Islander (AANAPISI) designations. The Auraria Library serves the campus’ over 35,000 students, the majority of whom are from the first-generation in their family to enroll in higher education. The majority of our students are Black, Indigenous, and/or People of Color, and we also serve large populations of veterans, transfer students, adult learners, and other populations that have been historically underserved. Auraria Library is committed to diversity within its community and welcomes applications from candidates across all dimensions and identities. The library seeks candidates who embrace a multicultural, diverse, and inclusive workplace, and who strive to incorporate those values in their work and interactions. While the University of Colorado Denver is required to perform a background check during the hiring process, as part of the library’s ongoing commitment to increasing equity this information will not exclude you from being considered for this position and we encourage everyone, regardless of their status, to apply. The library seeks candidates who embrace a multicultural, diverse, and inclusive workplace, and who strive to incorporate those values in their work and interactions. Please see our library values and diversity initiatives.
The individual hired into this position will be required to provide in-person services, though we offer flexible work arrangements, a professional development stipend for all employees, and the opportunity to advance through a compensation structure that provides opportunities for career advancement consistent with the Library’s current and future staffing needs.
The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:
Denver: https://www.ucdenver.edu/coronavirus
Exemptions vary by campus location/department. Campus/Unit-Specific Exemptions:
- Denver Campus - Exemptions are allowed for medical, religious, or personal reasons.
The University of Colorado Denver seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.
HR Info
Special Instructions to Applicants:Required Application Materials: To apply, please visit: http://www.cu.edu/cu-careers and attach: 1. A letter of application which specifically addresses the job requirements and outlines qualifications 2. A current CV/resume 3. List of three to five professional references (we will notify you prior to contacting both on and off-list references) Questions should be directed to: Cinthya Ippoliti at Cinthya.ippoliti@ucdenver.edu.
Application Materials Required:Cover Letter, Resume/CV, List of References
Application Materials Instructions:Application Materials Instructions: Applications are accepted electronically ONLY at www.cu.edu/cu-careers. Review of applications will begin November 15th, 2021 and will continue until the position is filled.