The UTC Library seeks a motivated, creative and user-focused professional to fill our Director, Patron Experience position at the University of Tennessee, Chattanooga (UTC).
In December 2014, UTC opened a 5-story 180,000 square foot library. Thelibrary staff comprises 21 librarians and 15 staff members, operates on an annual budget of over 3.5 million dollars, and possesses collection holdings of more than 700 unique monograph titles, 150 databases, and over 40,000 accessible online journals. Thenew library provides a large information commons with 175+ public computers, 38 group study rooms, a media studio, 3 library instruction classrooms, a writing center, a cafe and a 24-hour study space. The library delivers a comprehensive range of public services, including proactive outreach, instruction, and reference. UTC Library is well equipped to support the research and scholarship needs of the UTC community.
The Patron Experience Team is responsible for opening and closing the Library, managing the operations of the Check Out Desk and the Information Commons Desk, managing the public floor and student group rooms, as well as handling library accounts and fees, among other responsibilities. Team members create a welcoming atmosphere that sets the tone for library-wide operations. The Team is comprised of 1 FTE faculty librarian, 5 FTE staff specialists, 3 PT staff specialists, and a small army of student assistants. Current projects include a migration to ALMA/Primo, a review of room policies and fine-tuning room signage, and an analysis of questions received at the Check Out and Commons Desks.
Reporting to the Department Head of Research and Public Services, the Director provides vision and management for the patron experience including oversight of the Information Commons and Check Out desks, group rooms, and the open study environment in the Library to ensure they meet and exceed the curricular and research needs of students and faculty. The Director engages colleagues throughout the Library and Campus in the creation and maintenance of innovative services, activities and programs to benefit the patron experience.
Position responsibilities include:
Lead departmental planning and policy development; set goals and plans for goal implementation and assessment.
Supervise, hire, orient, and train full-time and part-time staff members, and student assistants.
Coordinate cross-functional activities at the Information Commons and Check Out Desks, including the circulation of materials, answering research, information and technology questions, providing assistance with locating materials, and other patron needs.
Collaborate with colleagues to configure and manage the circulation system (Alma).
Design and collect quantitative and qualitative statistical data related to service desk transactions and building use.
Maintain user guides, implements software updates and coordinates web presence.
Develop workshops, tutorials, other learning and training objects to enhance customer service, critical thinking and information literacy skills in students and staff.
Develop, coordinate, and communicate building and circulation policies to the UTC community.
Stay current on emerging technologies and trends as they relates to the position, seek ways to improve and innovate check out services, research assistance, and building use that benefit students and staff members.
Available to open/close/cover Desk operations beyond regularly scheduled hours.
Foster a work environment that supports staff development and ensures quality, efficiency, and responsive patron services.
Public Service, Library, and University responsibilities include:
Participate in Research and Public Service Department initiatives.
Support public services operations as needed and appropriate in Instruction, Studio, and the Writing and Communication Center.
Participate in providing reference, liaison, and outreach services to University Community.
Participate in library-wide planning and committee work, including serving on the Library's Management Council.
Participate in UTC governance, service, and be professionally active.
Conduct scholarship consistent with a tenure-track appointment.
The University of Tennessee at Chattanooga is an engaged, metropolitan university committed to excellence in teaching, research, and service, and dedicated to meeting the diverse needs of the region through strategic partnerships and community involvement.