General information
Manager, Library Customer Experience
(Job ID #2026.95T)
Department: Georgina Public Library
Location: All Branches
Status: Temporary, Full Time
Hours of Work: 35 hours per week; evenings and weekends as required
Number of Positions: 1
Salary: $101,439.94 to $118,670.39 per annum
Vacancy Reason: Temporary Replacement (up to 18 months)
Date Posted: July 23, 2026
Date Closing: August 6, 2026
Come work with us!
Employment with Georgina Public Library offers an opportunity to make a positive difference in our community. We are a progressive, forward-thinking organization focused on continuous improvement, innovation and providing exceptional customer service. We offer a collaborative team environment and an excellent place to take charge of your career.¿
Position Purpose
Reporting to the Director of Library Services/CEO, the Manager, Customer Experience provides system-wide leadership for customer service, circulation, branch operations, and the day-to-day public-facing experience across all Georgina Public Library locations. The position leads, coaches, schedules, and supports front-facing staff to deliver consistent, welcoming, inclusive, safe, and high-quality service to the public. For full details, please see attached job description.
Minimum Qualifications
- Master¿s of Library and Information Science or equivalent from an ALA accredited library faculty, or an approved combination of education and experience.
- Three years¿ related experience, preferably in a public library environment;
- Previous supervisory experience, preferably in a unionized environment, and previous experience in roles of progressively increasing responsibility in a customer service environment;
- Police Vulnerable Sector Check deemed as satisfactory by Georgina Public Library.
How to apply
Qualified applicants are invited to submit a resume and cover letter, identifying the Job Title and Job ID#. Please apply by visiting www.georgina.ca/careers no later than 11:59 pm on the closing date. The assessment process may include a practical test and/or interview.
Committed to diversity and a barrier-free environment
The Town of Georgina is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environments. We encourage applications from people with disabilities and will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Team if you require an accommodation(s) and we will work with you to meet your needs throughout any stage of the process. Please be advised that this information will be treated in a confidential manner.
We thank all candidates for their interest, however only those being considered will be contacted.
Personal information collected will be used in accordance with the Municipal Freedom of Information and Protection of Privacy Act for the purpose of candidate selection. Further information concerning the collection of personal information should be directed to the Human Resources Department.
JOB DESCRIPTION
Manager, Library Customer Experience
Director of Library Services/CEO
Supervisor, Library Branches; Branch Experience Coordinator; Library Assistants; Library Clerks
Library Students; Volunteers
Reporting to the Director of Library Services/CEO, the Manager, Customer Experience provides system-wide leadership for customer service, circulation, branch operations, and the day-to-day public-facing experience across all Georgina Public Library locations.
The position leads, coaches, schedules, and supports front-facing staff to deliver consistent, welcoming, inclusive, safe, and high-quality service to the public. The Manager develops and implements customer service standards, operational procedures, onboarding and training practices, service improvements, and branch-level workflows that align with the Library¿s strategic priorities, Library Board policies, the collective agreement, and applicable legislation.
As a member of the management team, the Manager uses customer feedback, service data, staff input, and community needs to continuously improve the customer experience and support a respectful, high-performing workplace culture. The incumbent models leadership behaviours that support the Library¿s vision, values, and strategic objectives, fostering common purpose, adaptability, resilience, accountability, and critical thinking.
Under the direction of the CEO/Director of Library Services, this position:
- Is responsible for system-wide customer service and circulation services at Georgina Public Library (GPL), including the planning, development, implementation, and evaluation of circulation policies, procedures, service standards, and customer service practices.
- Provides system-wide leadership for the day-to-day public-facing customer experience across all library branches, ensuring services are welcoming, inclusive, accessible, consistent, responsive, and aligned with Library Board policies and the Library¿s strategic priorities.
- Coordinates and oversees department-specific structured onboarding for new Customer Experience employees, ensuring each team member completes foundational training before assuming regular service responsibilities. Collaborates with other leadership team members to provide additional specialized training as needed.
- Ensures Customer Experience staff are trained in customer-facing technologies and service procedures, including the library¿s website, catalogue, integrated library system, self-checkout equipment, public computers, electronic resources, room booking tools, online forms, and new service platforms. Collaborates with other managers on new systems, digital services, and technology-related training.
- Provides operational support at public service points as required to maintain service continuity, respond to escalations, support staff, and model customer service standards.
- Uses customer feedback, service data, staff input, and community needs to enhance library services and support the Library¿s role as an inclusive, community-centred public space.
- Resolves escalated customer concerns and ensures customer feedback, complaints, incidents, and service issues are handled effectively and consistently in accordance with Library Board policies and procedures.
- Provides supervision to Customer Experience staff, including performance review and planning, training and development, coaching, problem-solving, dispute resolution, discipline, safety, and recommendations related to hiring, promotion, transfer, succession planning, and termination decisions.
- Manages the day-to-day scheduling, organization, coordination, deployment, and monitoring of Customer Experience staff to ensure effective service coverage across branches, including evenings, weekends, absences, vacancies, programs, and operational changes.
- Manages, motivates, and mentors staff, fostering innovation, creativity, professional growth, accountability, and a respectful workplace culture to build a highly effective team focused on customer service excellence, leadership, and high standards of work quality and organizational performance.
- Keeps current on the provisions and interpretations of Library Board policies, administrative procedures, the Collective Agreement, HR policies, and relevant legislation, and ensures they are properly and consistently applied within areas of responsibility.
- Tracks, records, analyzes, and compiles service statistics, customer feedback, operational trends, incident trends, and other reports as required, and reports regularly to the CEO/Director of Library Services.
- Acts as the procurement lead for customer-facing furniture, supplies, materials, and equipment, ensuring all purchases and requisitions contribute to a welcoming, accessible, safe, and effective library environment. Makes recommendations to the CEO/Director of Library Services as necessary.
- Travels to various work locations as required to fulfill the duties of the position.
- Participates in labour relations activities related to the Customer Experience team, including Labour Management meetings, collective agreement interpretation, grievance support, workplace issue resolution, and employee relations matters, in collaboration with the CEO/Director of Library Services and Human Resources.
- Works in conjunction with the CEO/Director of Library Services and management team to set annual operating and capital budget priorities related to customer experience, branch operations, staffing, furniture, equipment, supplies, and customer-facing service improvements. Monitors actual revenue and expenditures against approved budgets and advises the CEO/Director of Library Services where there are discrepancies, pressures, or risks.
- Provides relief management duties as required, including Manager on Duty coverage and backup support for other managers.
- Monitors public service areas to ensure branches are safe, welcoming, accessible, clean, organized, and customer-ready. Identifies and escalates facility, maintenance, furniture, equipment, signage, security, accessibility, and space-use concerns to the appropriate Town or Library contact, and follows up on issues that impact service delivery, safety, or the customer experience.
- Maintains awareness of customer-facing furniture, equipment, supplies, and service assets, and makes recommendations for repair, replacement, renewal, or improvement as required.
- Collaborates with the management team to identify and implement annual customer experience priorities, branch operations projects, and service improvements in direct alignment with the Library¿s Strategic Plan. Acts as Project Sponsor or project lead on assigned strategic initiatives or operational projects.
- Ensures appropriate documentation, investigation, escalation, and resolution of emergency situations, customer incidents, safety concerns, and service disruptions in collaboration with the CEO/Director of Library Services, Human Resources, Town Facilities, Health and Safety representatives, and other managers as required.
- Supports organizational marketing and communications initiatives by ensuring Customer Experience activities align with the Library¿s brand, communication standards, service expectations, and public-facing messaging.
- Attends meetings, workshops, conferences, training sessions, and courses as required.
- Ensures adherence to Library HR policies, employment-related legislation, health and safety legislation, accessibility requirements, privacy requirements, respectful workplace expectations, and other applicable policies and legislation. Keeps abreast of emerging legislation and trends relevant to the Library¿s business.
- Ensures compliance of all activities within areas of responsibility with the Occupational Health and Safety Act and other applicable legislation.
- Enforces the Town¿s Health and Safety Program, procedures, and best practices within areas of responsibility.
- Implements, conducts, and ensures due diligence with respect to health and safety matters within areas of responsibility, including training, risk identification, workplace inspections, incident reporting, investigations, procedures, and correcting or escalating hazards.
Education and Training:
- Masters of Library and Information Science or equivalent from an ALA accredited library faculty.
Experience:
- Three years¿ related experience, preferably in a public library environment;
- Previous supervisory experience, preferably in a unionized environment;
- Previous experience in roles of progressively increasing responsibility in a customer service environment;
- Proven success in leading high-performing teams and fostering a respectful, customer-focused workplace;
- Demonstrated ability to manage shifting priorities;
- Demonstrated ability to work as part of a cohesive team;
- One (1) year on the job for the period of adjustment, orientation, and adaptation.
Knowledge:
- Thorough knowledge of library procedures and practices, customer experience principles, electronic databases, eBooks/Readers, All MS 365 applications, and integrated library systems;
- Excellent communication, organizational, customer service, problem solving, time management, and interpersonal skills.
Required:
- Valid Class 'G' Driver's license and reliable vehicle to use on corporate business;
- Flexibility to work a variety of shifts, including evenings and weekends.
- Police Vulnerable Sector Check.
Physical Demands and Working Conditions
- Normal office conditions.
