Public Services Manager

Stony Plain Public Library; Edmonton; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Extended health and dental coverage

1 week of management PTO

Paid vacation

Sick leave

LAPP participation

Professional development opportunities

Job summary

Stony Plain Public Library is seeking a Public Services Manager in Canada to lead a five-permanent and six-casual front-desk team. You will schedule, supervise, and train staff while ensuring high-quality customer service across the library. The role reports to the Deputy Director and sits on the leadership team.

The position emphasizes staff development, performance management, and effective use of the ILS system, with a focus on service excellence and collaboration with patrons and colleagues.

Qualifications

• An MIS/MLIS from an ALA accredited program, LIT diploma, or undergraduate degree.
• Must be able to lift up to 50 lbs and perform shelving tasks.
• Must be able to stand or walk up to four hours at a time.

Responsibilities

• Provide excellent customer service to library patrons.
• Schedule staff and assign tasks to library assistants.
• Recruit, coach, mentor, and train staff for reference and reader's advisory duties.
• Train staff to use the ILS for account and circulation functions.
• Develop and implement improved procedures and workflows.
• Train staff in library policy and procedures.
• Resolve customer service issues escalated to management.
• Monitor safety, security and cleanliness of the library space.
• Evaluate and supervise public service staff performance.
• Communicate policy, staffing, and budget needs to the Director.

Skills

Staff scheduling

Customer service

Training staff

Supervision

Polaris Leap

Microsoft Office

Change management

Analytical problem solving

Education

MIS/MLIS from ALA-accredited program

LIT diploma

Undergraduate degree

Tools

Polaris Leap

Microsoft Office

Job description

About the Position:

The Public Services Manager is a leader who models excellence in library customer service. Leading a team of five permanent and six casual library assistants, the Public Services Manager is responsible for scheduling and performance management of front-desk staff, as well as providing customer service on desk and throughout the library. The ideal candidate will have experience scheduling staff with varying shifts, providing customer service in a library setting, and training and performance managing library staff. This position reports to the Deputy Director and is a key member of the leadership team.

Employment Terms:

• Start date: November 2, 2026
• This is a permanent full-time position at 35 hours per week
• Salary range is $65,000 - $75,000 based upon the successful candidate’s qualifications and relevant experience
• Extended health and dental coverage
• One week of management paid time-in-lieu
• Paid vacation
• Sick leave
• Participation in the Local Authorities Pension Plan (LAPP)
• Professional development opportunities are supported and encouraged

Duties and Responsibilities:

• Providing and modeling excellent customer service to library patrons.
• Effectively scheduling staff and assigning tasks to library assistants.
• Recruiting, coaching, mentoring, and training staff to provide reference services, informed referrals, reader’s advisory and assistance in using technology and digital resources.
• Training staff to use the ILS to perform account and circulation functions.
• Creating, assessing and implementing improvements to procedures and workflows.
• Training staff in library policy and procedure.
• Resolving customer service issues escalated to management.
• Monitoring the safety, security and cleanliness of the library space.
• Evaluating, supervising and conducting performance management of public service staff.
• Communicating to the Director potential policy adjustments, staffing models, and budgetary needs based on service trends.
• Working with patrons and colleagues in a manner that supports the vision, mission and values of SPPL.
• A commitment to upholding the Canadian Federation of Library Associations’ position statements on Intellectual Freedom and Diversity and Inclusion.

Minimum Qualifications:

• An MIS/MLIS from an ALA accredited program, LIT diploma, or undergraduate degree.
• Must be able to lift, push and pull library materials, bins and carts up to 50 lbs.
• Must be able to bend or crouch to shelve materials.
• Must be able to walk or stand for up to four hours at a time.

Required Experience, Knowledge and Skills:

• A minimum of three years’ work experience in a library.
• A minimum of two years' experience in a position with supervisory responsibilities, including scheduling and performance management. This could include supervising practicum students, summer workers or student staff.
• Customer service experience in a public library setting.
• Superior proficiency with account and circulation functions in an Integrated Library System (Polaris Leap preferred).
• Proficiency with Microsoft Office, web-based services, and other applications.
• Knowledge of library resources (physical and digital).
• Experience in training, supervising and performance management of staff.
• Experience in change management, analytical problem solving and coaching staff is preferred.

Conditions of Employment:

• Must be eligible to work in Canada.
• Completion of a satisfactory Vulnerable Sector Check.