Manager, Access Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. Centering the needs of library users, this role ensuresaseamless, high-qualityauser experienceaacross multiple access points,aincluding in-person and virtual services, and collection maintenance. TheaManagerachampions a culture of inclusivity, collaboration, and continuous improvementamotivating, coaching, and developing staff to reach their full potential. Key responsibilities include setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities. TheaManageraactively assesses and enhances service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies. As aamember of the Access Services Leadership Team, theaManageramodels outstanding communication, supports staff well-being, and ensures consistency in service delivery, policy interpretation, and procedural adherence. This role also collaborates broadlyaengaging with campus partners, vendors, and professional organizationsato amplify the impact ofalibrary services and contribute to the excellence of Yalefs collections and research support.a

Staff Development

• Leading, motivating, coaching, and developing staff to deliver exceptional service.

• Setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities.

• Supporting staff well-being and modeling outstanding communication.

• Championing a culture of inclusivity, collaboration, and continuous improvementin alignment withaYale LibraryaStrategic Directions & StaffaValues.

User Experience&ServiceQuality Enhancement

• Ensuringaseamless, high-qualityauser experienceaacross multiple access points, includingain-person and virtualaservices, and collection maintenance.

• Actively assessingaand enhancingaservice quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies.

• Ensuringaconsistent service delivery,apolicyainterpretation, and proceduralaapplication while resolving escalated customeraserviceaissues to uphold quality standards.

Collaboration &Strategic Engagement

• Collaborating with campus partners, vendors, and professional organizations to advanceaand amplify the impact ofalibrary services.

• Engaging broadly to contribute to the excellence of collections and research support.

• Participating in committees, projects, and professional activities.

Hours for this position are: Tuesday-Friday: 1:30pm-10pm Saturday: 9:30am-6pm.

1. Leadership and Team Management:Ability to supervise, mentor, and coach staff effectively,fosteringcollaboration and professional growth while managing performance and promoting a positive, inclusive work environment.

2. Strategic Planning and Project Coordination:Skill inmanaging priorities,coordinating multipleprojects,services and workflows,andensuring deadlines in a complex organizational setting.

3. Communication and Interpersonal Skills:Excellent oral and written communication skills, with the ability to articulate policies, engage stakeholders, and build relationships across departments and withcampuspartners.

4. Analytical and Problem-Solving Ability:Strong analytical skills for assessing service quality, interpreting data, and making informed decisions to improve processes and resolve escalated issues effectively.

5. Commitment to Service Excellence and Innovation:Demonstratedability to deliver outstanding public services, adapt to change, and innovate in response to evolving user needs and organizational priorities.

Preferred Skills and Abilities
1. Preferred candidates will bring experience in academic libraries, cultural heritage institutions, or higher education settings, along withexpertisein accessservices functionssuch as circulation, resource sharing, and interlibrary loan.

2. Strong leadershipexpertisewithin unionized environments, and a demonstrated commitment to diversity, equity, and inclusion are highly valued.

Physical Requirements

This position requires lifting boxes weighing up to 40 pounds, pushing loaded cards, and exposure (withappropriate personalprotective equipment) to moldy and dusty collections.