Lead Coordinator, User Engagement

University of Ottawa; Ottawa; On-site; CAD 76,000 - 96,000; Full time

Job summary

The University of Ottawa Library is recruiting for a Library Services Team Lead who will coordinate operational library services across multiple sites, supervise staff, and drive service excellence. You will lead projects, implement new procedures, and collaborate with other departments to improve workflows.

The role requires a postsecondary diploma, 5+ years in customer service, 3+ years in project coordination, and 3+ years of staff supervision.

Qualifications

• Postsecondary diploma in a relevant field or equivalent professional experience.
• At least 5 years of customer service experience.
• At least 3 years of experience in coordinating projects.
• At least 3 years of experience supervising staff.
• Bilingualism – French and English (oral and written).
• Knowledge of how a library operates.
• Knowledge of, or experience using, an integrated library system.
• Proficiency with common digital tools and platforms, including word processing, spreadsheets, databases, presentation software, email, and web-based applications.

Responsibilities

• Management of operational activities and/or services; set day-to-day priorities and deadlines for the team.
• Supervise, evaluate, and train staff and students; allocate work across timelines.
• Organize, coordinate and execute operational projects within the area.
• Coordinate onboarding and training; develop success indicators and improve day-to-day efficiency.
• Manage escalated user complaints and guide staff in difficult situations.
• Identify and implement new services and technologies to improve customer service.

Skills

Customer service excellence

Project coordination

Staff supervision

Team leadership

Bilingualism French/English

Education

Postsecondary diploma in a relevant field

Tools

Integrated Library System

Microsoft Word

Excel

Databases

Job description

Follow us on LinkedIn Posting Reason: Temporary replacement of a regular position

Job Type: Employee

Anticipated Duration in Months (for contracts and temporary assignments): 19

Job Family: Library and Archives

# of Open Positions: 1

Faculty/Service - Department: User Engagement

Campus: Fauteux Hall, Morisset Hall, Roger Guindon Hall

Union Affiliation: SSUO

Date Posted (YYYY/MM/DD): 2026/09/14

Applications must be received BEFORE (YYYY/MM/DD): 2026/09/25

Hours per week: 35

Salary Grade: SSUO Grade 09

Salary Range: $76,104.00 - $96,135.00

About the Library

In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment. The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty and employees of the University.

Position purpose

This position is responsible for the effective coordination and delivery of operational library services, ensuring alignment with departmental goals and a commitment to service excellence. The incumbent oversees day-to-day activities at assigned service points, setting priorities, coordinating workflows, and monitoring performance to ensure timely and high-quality service delivery. As a team leader, the position supervises staff, plans work allocations across multiple timelines, and fosters a collaborative and supportive work environment. They lead and participate in operational projects and cross-functional initiatives, contributing to the advancement of library goals through committee work and collaborative planning. This role also contributes to the continual development of the department by identifying and implementing new services, technologies, and procedures, and by evaluating service quality through data and feedback.

In this role, your responsibilities will include:

• Management of operational activities and/or services Sets day-to-day operational priorities and deadlines for their team, ensuring timely delivery of services and alignment with departmental plans. Plans, coordinates, and monitors daily operations, and activities of assigned service point(s) and/or service(s). Evaluates the effectiveness of assigned service point(s) and/or service(s), identifying areas for improvement and implementing changes to optimize delivery and service excellence. Reviews and refines workflows or service practices within their area, contributing to continuous improvement through feedback and innovation. Collaborates on the development of cross-departmental workflows for services within their areas of responsibility.
• Employee management Supervises, evaluates, and trains staff and students under their responsibility. Plans and allocates staff work in the short-, medium-, and long-term timelines to meet operational needs. Applies human resources management policies and procedures; escalates complex employee issues to the manager promptly. Contributes to team development.
• Project management Organizes, coordinates and executes operational projects within their area of responsibility. Participates in committees supporting library goals.
• Training and continuous improvement Coordinates and oversees onboarding, training, and integration of staff under their responsibility, ensuring they have what is needed to perform effectively. Implements and monitors team-level processes and success indicators to support operational goals and improve day-to-day efficiency. Develops success indicators and implements internal processes to ensure high-quality service. Designs and delivers training on new systems and services. Identifies skill gaps within the team and implements targeted training solutions.
• Conflict resolution and complex situation support Manages escalated user complaints and service issues at the service point level. Guides direct reports in handling difficult or sensitive situations. Escalates and advises on issues beyond their scope, providing recommendations to management.
• Innovation and quality assurance Identifies, develops, and implements new services, technologies, procedures, and initiatives to improve customer service. Monitors and evaluates the quality of procedures and services using tools such as statistics and audits. Keeps up to date with best practices.
• Emergency management Makes decisions in the event of an emergency, such as requesting the intervention of Protection Services or Facility or closing one or more service points based on pre-defined criteria. Ensures necessary follow-up and communication until situations are resolved satisfactorily. Analyzes and recommends closures or modifications to services in situations outside the pre-defined criteria or non-emergency situations to ensure the health and safety of all, both Library staff and users.

Working conditions for the role:

The incumbent may be need to move throughout the department and within the Library’s stacks during the workday and may be required to move materials from heights that are overhead and below waist level, push book carts weighing up to 45 kg, and lift books typically weighing up to 10 kg. Working face to face with members of the University community and the public involves regular exposure to germs. Work is carried out in the library’s book stacks where dust may require the use of a mask, gloves, and a smock, and may involve uneven lighting, narrow aisles between shelving, and the use of a step stool for placing items overhead.

What you will bring:

Essential Qualifications:

• Postsecondary diploma in a relevant field or equivalent professional experience.
• At least 5 years of customer service experience.
• At least 3 years of experience in coordinating projects.
• At least 3 years of experience supervising staff.

Additional Qualifications:

• Bilingualism – French and English (oral and written) – Front-line position.
• Knowledge of how a library operates.
• Knowledge of, or experience using, an integrated library system.
• Proficiency with common digital tools and platforms, including word processing, spreadsheets, databases, presentation software, email, and web-based applications.
• Demonstrated proficiency in working with digital records and data, including the ability to accurately review, organize, interpret, and verify information across multiple systems and keep records up to date.
• Experience organizing the work of teams.
• Strong interpersonal and communication skills with a variety of library users (students, professors, administrative staff, management, community members) both orally and in writing.
• Strong analytical skills to understand user needs, find the root cause of problems, and suggest practical solutions for the user and the library department.
• Ability to work on multiple projects concurrently and manage competing priorities.
• Experience leading a team.

Proposed Schedule :

Monday to Friday: 9 a.m. to 5 p.m. The incumbent is required to work evenings as well as some weekends and statutory holidays. Schedule can be modified to meet the needs of the department. The position involves on-call shifts on a rotating basis, during which the employee must be available to respond to departmental requests outside of their regular working hours, in accordance with the applicable collective bargaining agreement.

Work location details :

This position may require regular work at both Roger Guindon Hall and the main campus.

Key Competencies at uOttawa:

• Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
• Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
• Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
• Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons.

The University is committed to creating and maintaining an accessible, barrier-free work environment.

The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [e-mail] to communicate the accommodation need.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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