Manager, Client Services

RAND Corporation   •  

Washington, DC

Industry: Media

  •  

5 - 7 years

Posted 45 days ago


Position Description

Summary:

Under the direction of the Director of Knowledge Services, this position is responsible for all aspects of staff and operations of the Client Services Group. The Group provides reference and consulting services, training and outreach, document delivery, and local services (circulation, collection maintenance and space use).

The successful candidate will provide leadership to a dispersed team, will be tech savvy, action oriented and have a vision for providing services in a global, distributed environment. They will be comfortable with a collaborative team environment and be results oriented. Depending on discipline expertise, provide reference and consulting services to RAND research staff.

Duties & responsibilities:

  • Client Services Group

    • Establishes and implements strategic direction for Client Services

    • Establishes and implements policies and procedures for Client Services

    • Supervises/manages staff, conducts performance reviews, and hires, mentors and provides training opportunities for staff

    • Monitors and evaluates service quality and effectiveness

    • Develops and implements innovative services and programs to serve the needs of various constituent client groups within RAND

    • Depending on discipline expertise and need, provides reference and consulting services to RAND research staff

    • Participates in Collection Development activities

  • Knowledge Services

    • Participates in development of the KS budget and monitors Client Services spending throughout the year

    • Assists the Director and Associate Director in developing and implementing long and short-term strategies to accomplish Knowledge Service’s objectives within the RAND environment

    • Work collaboratively with other Managers within Knowledge Services

  • Other duties as assigned


Qualifications

Skills and abilities:

  • Effective communication skills: verbal, written and for group presentations
  • Demonstrated ability to manage and motivate a team through effective leadership, communication, facilitation, evaluation and rewards
  • Strong organizational skills, with the ability to balance multiple priorities
  • Analytical abilities, including using statistics to support service improvement
  • Understanding of and familiarity with strategic planning processes
  • Desirable:
    • Knowledge of project management methodologies
    • Experience managing multi-location staff and operations

Qualifications

Required

  • MS/MA in library/information science
  • Minimum 6 years providing public/reference/client services in an academic or special library setting to include at least 2 years of experience supervising library/information professional staff
  • Experience working with faculty or professional research staff in either an academic or corporate environment
  • U.S. citizenship which is required to get a security clearance and the ability to obtain and maintain a security clearance


Education Requirements

  • MS/MA in library/information science


Experience

  • Minimum of 6 years providing public/reference/client services in an academic or special library setting to include at least 2 years of experience supervising library/information professional staff


Security Clearance

U.S. Citizenship is required to obtain a security clearance.


Location

Washington, DC

5476