Director Customer Success Operations - Remote

Acsenda School of Management; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Acsenda School of Management seeks a Library Services and Learning Commons Manager to lead the planning and delivery of library services and learning support. This role requires strategic leadership, a commitment to academic success, and fostering a collaborative environment. Benefits include dental care and access to an on-site gym.

Benefits

Dental care

Disability insurance

Access to on-site gym

Qualifications

• Minimum five years of experience in library or Learning Commons administration.
• Proven strategic leadership in a post-secondary environment.
• Experience managing and coaching staff.

Responsibilities

• Provide leadership for planning and evaluation of Library Services.
• Lead development of Learning Commons services to support learners.
• Oversee human resources planning and staff evaluation.

Skills

Strategic Leadership

Communication Skills

Team Management

Information Literacy

Job description

Full Job Description

Acsenda School of Management (ASM) is a private higher education institution offering degree programs in business, hospitality, and management in British Columbia, Canada.

With international students from over 50 countries, ASM is committed to teaching excellence and quality programs that prepare students for the global labor market, providing an international perspective on learning and individualized support for student success.

Reporting to the SVP of Teaching, Learning & Scholarship, this role provides leadership in planning, coordination, delivery, evaluation, and overall operations of all Library Services and the Learning Commons. It offers strategic leadership by designing and delivering a supportive learning environment that caters to diverse student needs and promotes academic success.

This position contributes to the Centre for Teaching, Learning & Scholarship by providing input on IT issues and ensuring that Library and Learning Commons initiatives align with ASM’s strategic goals.

Responsibilities include:

1. Providing leadership and expertise for planning, development, coordination, and evaluation of all Library Services, including technologies, collections, resources, Institutional Digital Repositories, Archives, Media Works, Records Management, and Copyright.
2. Leading the development, delivery, and evaluation of virtual and physical Learning Commons services to support learners, including academic advising, peer tutoring, English Language Development Centre, and Maths support.
3. Enabling Library and Learning Commons services to enrich faculty and staff engagement in teaching, learning, and scholarship.
4. Developing and managing operational plans for Library Services and Learning Commons.
5. Participating in ASM leadership, strategic planning, and policy creation with SVPs and Program Directors.
6. Overseeing human resources planning, including hiring, training, scheduling, and evaluation of staff.
7. Leading and inspiring Library and Learning Commons employees, fostering a culture of collegiality, inclusion, respect, and teamwork.
8. Promoting customer service and learner success, ensuring accessible online resources and website.
9. Coordinating learning and library resources for academic programs and supporting collaborations with related institutions.
10. Representing ASM on library associations and networks.

This role requires remote work and on-site duties as directed. All tasks and projects must align with the position’s objectives, goals, strategies, and measures (OGSM).

Qualifications, Experience & Technical Skills:

• Minimum five years of progressive experience in library or Learning Commons administration, preferably in an academic or research library, or post-secondary teaching setting.
• Proven strategic leadership in a post-secondary environment.
• Experience managing and coaching staff, fostering innovation, and leading organizational change.
• Extensive knowledge of library instruction, liaison, and learning service operations.
• Experience integrating information literacy into curricula.
• Professional achievement and active engagement in scholarship or community service.
• Excellent communication skills for presentations and advocacy.

Benefits include dental care, disability insurance, and access to an on-site gym.