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Patron Services & Operations Manager eugene public library

Be a part of our amazing team!

The Eugene Public Library is seeking exceptional candidates for our Patron Services & Operations Manager.

Eugene Public Library kept safe, accessible public service at the forefront during the challenges of COVID-19

The Patron Services & Operations Manager oversees the Circulation, Computer Services and Technical Service work groups and is responsible for maintaining a consistently high level of internal and external customer service, focusing on the efficient and effective workflow of material and people in the organization.

The Eugene Public Library is part of the City of Eugene's Library, Recreation & Cultural Services Department.

Read on to find out more about this opportunity, and learn a bit about our organization and Eugene, Oregon.

About the role:

The Patron Services & Operations Manager will oversee operations and processes that deliver safe, high quality services, meet business goals and patron expectations.

They will ensure positive customer service and quality interactions and take a now and later approach to patron service:  how to best serve our patrons today, as well as in the future.

The Patron Services & Operations Manager is responsible for creating an environment that embraces outreach and works creatively to reach under-represented communities and patrons that are non-traditional library users.

This role will oversee outreach and community-based services and is responsible for the planning, training, administration, and implementation of all outreach functions in coordination with the Community Services Manager.

This role will also be responsible for the advancement of the Maker Hub to ensure its efficient operation and help create a vision for its future.

The Patron Services & Operations Manager is responsible for maintaining a comprehensive view of the organization while also understanding the nuances and interconnections of each work group (Circulation, Computer Services and Technical Service).

They support a variety of staff and will work to focus and develop strengths and position the organization for success.

They will help foster a creative work environment, always looking for ways to be more effective and efficient.

Clear communication and an understanding of collective decisions will be instrumental to success.

The Patron Services & Operations Manager will help our team realize its collective vision and unlock the potential of our library.

To do that, this role requires listening to our community, amplifying their voices, and utilizing that feedback to make data driven decisions to fulfill community needs.

The Patron Services & Operations Manager may act on behalf of the Library Director during the Director’s absence as requested.

The Patron Services & Operations Manager must approach sound decision making with a holistic view of the organization that puts our community first.

The Patron Services & Operations Manager will have a strategic, community-first approach

  • Skilled at interacting with internal and external stakeholders and customers in a manner that supports organizational values and creates trust and confidence
  • Accountable for the effective delivery of public library services to the residents of Eugene through efficient management, operation, and strategic alignment of work groups
  • Skilled with group and team dynamics with the ability to motivate, persuade, and negotiate with diverse individuals and groups
  • Excellent written and verbal communication skills, including written and formal communications and presentation skills
  • Actively solicits and fosters the ideas of others, evaluating those ideas for their practical and creative merits as solutions to current and future problems
  • Takes a “now and later” approach to library services
  • Develops and implements innovative programs that achieve organizational goals
  • Reports major activities to internal and external stakeholders
  • Works collaboratively to develop and implement the Library's vision, both now and later

With a focus on leadership

  • Has excellent leadership and management skills, including a successful track record of managing library services through change
  • Develops and maintains trust and confidence with the community and staff
  • Facilitates a positive, respectful work environment that supports peak performance; has the ability to determine what encourages others; and demonstrates an ability to delegate while fostering independent decision-making
  • Possesses an appetite for change, is forward-thinking and knowledgeable about library trends, and thrives at problem solving in a fluid environment
  • Collaborates with others to create consensus while maintaining the ability to disagree and commit
  • Has a strong understanding of political issues
  • Communicates with diplomacy and skill to generate support, excitement, and enthusiasm for innovation, while exercising strong change management skills to ensure success in an environment of transformation
  • Has the ability to work well within an evolving environment; remains effective when the vision, direction and/or path is vague or unclear, and performs within an acceptable level of risk
  • Accurately identifies length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; and evaluates results
  • Facilitates the division's educational and development opportunities, connecting to the City of Eugene's vision, values and competencies.
  • Leads the management of the Maker Hub and Open Lab, coordinating technology and materials as well as implementing programs and outreach to the public.

And a holistic view of the organization

  • Adapts and adjusts while creating strategies, seeking innovative solutions, and actively monitor implementation while being open to effective alternatives.
  • Applies and interprets policies to help staff make decisions and further the organization's goals
  • Sets the standard for leadership in their areas through excellence in public service delivery
  • Ensures integration and coordination between the departments’ work groups and with the city
  • Maintains high ethical standards
  • Has the self-awareness and emotional intelligence to be fully aware of the political landscape of internal and external environments and adjusts actions as necessary to produce the best outcome

While prioritizing community engagement.

  • Assists in engagement to determine needs of community, positions library to be a problem solver and understands how the library can impact the community
  • Develops tools to measure the community impact of library services and quickly changes course as needed based on feedback
  • Initiates contacts in the community and works with community organizations to collaborate on library-connected programs, focusing on collective impact

Seeking an effective leader who promotes a team approach...

  • Models high level of customer service and trains and coaches staff accordingly
  • Leads and supports managers in prioritizing projects and program initiatives; sets performance expectations and evaluates performance
  • Creates an environment that is conducive to innovation and efficiency
  • Works to lead a strong team, with a focus on day-to-day operations
  • Assists the Director in providing vision and leadership
  • Demonstrates experience in recruiting, developing and mentoring a diverse staff to ensure a respectful and inclusive work environment
  • Cultivates and preserves well-being for self and staff

The Details

The Patron Services & Operations Manager is part of the Eugene Public Library leadership team and oversees the Circulation, Computer Services and Technical Service work groups.

In order to successfully complete these responsibilities, the following minimum qualifications are required:

  • Experience: Four years of increasingly responsible professional library or analogous (such as non-profit or government) experience, including one year of supervisory experience.
  • Training: Possession of a Master of Library Science degree from an American Library Association accredited college or university strongly preferred. Other relevant combinations of education and experience will be considered.
  • Additional Qualifications: Candidate must also possess or have the ability to obtain and maintain a valid Oregon driver’s license and be able to pass a Police background investigation.

A full description of the Patron Services & Operations Manager position and instructions for applying on-line are available on the City of Eugene website at:

(Click on this link and then select Current Job Openings and then select Patron Services & Operations Manager)

Salary:

The salary for this position is $71,656.00 - $92,684.80 annually.

Closing Date:

  • Applications due by: 11:45pm July 15, 2022.

But wait... There's more!

More about the Eugene Public Library

Excellence in action is observed every day at Eugene’s Public Library . This team is amazing and dedicated to building a better and stronger community. Library staff are highly regarded by the public for their knowledge, quality of service and caring and because of that, the Library benefits from strong community support. Staff passion is evident and the programs that they provide transform lives and connect our community.

The community is served at three locations – Downtown, Bethel and Sheldon. Serving over 3,000 visitors each day, the Downtown Library has been an anchor in downtown Eugene since it’s opening in 2002. The Bethel and Sheldon Branch Libraries are vital to accessible service delivery for community members in underserved parts of the city. Eugene Public Library is known for its progressive, responsive service to patrons of all demographics and works hard to incorporate new and emerging technologies into programs and services. The library offers a diverse collection of materials in a variety of formats and consistently offers fresh educational and recreational programming. The Library is also supported by the active Friends of the Eugene Public Library and the Eugene Library Foundation.

Learn more about the Eugene Public Library Maker Hub

More about the City of Eugene organization and the Library, Recreation & Cultural Services Department

The work of the Library, Recreation & Cultural Services department is beloved throughout the community and is considered an essential component to the community’s quality of life.

The wealth of recreation opportunities, a thriving cultural sector, welcoming community centers and libraries help make Eugene one of the most livable cities in the country. (Be sure to check out some photos from across our department and city at the end!)

The Library, Recreation & Cultural Services department is one of the six departments that makes up the City of Eugene, a service-oriented and innovative organization.

  • Library, Recreation & Cultural Services (LRCS)
  • Central Services
  • Fire & Emergency Medical Services
  • Planning and Development
  • Police
  • Public Works

Eugene has a council/manager form of government. In this form of government, the City Council develops legislation and policies to direct the City. The City Manager, hired by the City Council, provides administrative direction to the organization, oversees City of Eugene personnel and operations, and carries out the City Council’s direction.

Check out the 2021 City of Eugene year in review from the Mayor's State of the City Address (watch a video of the speech, or read the speech text here). For more on the City of Eugene's 2020 Year in Review, click here.

Our Community

As the second largest city in Oregon, Eugene has an excellent mix of recreation, education, scenic beauty and passion for arts and culture.

Eugene is a Gold Level-Bike Friendly City

Located in the heart of wine country and within an hour drive from the Pacific Ocean and Cascade Mountains, Eugene is the county seat for Lane County.

King Estate is one of Lane County's many wineries

The city boasts a plethora of city parks, 100’s of miles of bicycle trails, and numerous lakes, rivers and streams nearby.

Eugene is well-known as the home of the University of Oregon. With 20,000 students and over 6,000 employees, the University plays a major role in the community, as does Lane Community College and Northwest Christian University.

Panoramic view of University of Oregon Campus

The employment base is becoming increasingly dominated by the creative class and knowledge based industries in addition to services, trade, and government.

Eugene is a gigabit city and Eugene’s arts, culture, and entertainment are significant drivers in the local economy. Nonprofit arts and culture are a $62 million industry in the City of Eugene – one that supports more than 2,400 full-time equivalent jobs.

Eugene is a friendly, progressive community with residents who are active and adamant about maintaining a high quality of life. The University brings a cosmopolitan feel to the community, and the collegiate teams have contributed excitement and pride on a national basis.

Many residents are health and fitness oriented, and Eugene will host the IAAF World Track and Field Championships in 2022.

Living in the City of Eugene offers all of this, along with the advantages of higher education, a strong public school system and a short commute to work.

Scenes from around Eugene Public Library and the City of Eugene

For more information on the Eugene Cascades and Coast region, or on the City of Eugene Library, Recreation and Cultural Services Division, please use the links below: