Supervisor, Customer Experience

Town of Newmarket; Newmarket; On-site; CAD 63,000 - 76,000; Full time

Job summary

The Town of Newmarket's Newmarket Public Library is seeking a Supervisor, Customer Experience to lead daily customer service and circulation operations. You will champion customer service and enhance experience across library services.

With a college diploma and 3-5 years supervisory library experience, you will manage staff, coordinate service delivery, and ensure compliance with MFIPPA, AODA, and related laws. Occasional after-hours work may be required; wage range is $46.05–$54.83 per hour.

Qualifications

• Completion of an accredited Library and Information Technician Diploma with related experience.
• Police check and suitability requirements may apply.
• Knowledge of library operations, customer service processes and staff supervision.

Responsibilities

• Oversee day-to-day operations of customer service and circulation.
• Promote positive customer experiences throughout the library.
• Lead staff in customer service and service delivery.
• Coordinate operations and respond to customer inquiries.

Skills

Supervisory skills

Customer service

Communication

Organization

Problem solving

Time management

Presentation

MS Office

Library information systems

Budget awareness

Public relations

Education

Library and Information Technician Diploma

Tools

MS Office Suite

Job description

Supervisor, Customer Experience - (26-240)

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Job Title

Supervisor, Customer Experience

Organizational Unit

Newmarket Public Library

Requisition #

26-240

Location

Newmarket Public Library - CA (Primary)

Shift Type

All

Job Type

Contract

If a contract, Contract Duration

12 months

Staffing request is required for

Replacement

Date Posted By

11/9/2026

Date Posting Closes

11/23/2026

Time Posting Closes: 5:00 p.m.

Category

Newmarket Public Library - Client Services

Education

College Diploma

Salary Payband/Range

$46.05 - $54.83

Job Description

Under the direction of the Manager, Customer Experience & Partnerships, the Supervisor, Customer Experience is responsible for the day-to-day delivery of efficient operations of the customer service and circulation functions of Library Services with specific responsibilities and a primary focus on promoting positive customer experiences throughout the library and its services. Responsible for evaluating customer experience and champions customer service, playing a significant role in the continued development of Newmarket Public Library’s service delivery.

Job Requirements

Credentials

Completion of an accredited Library and Information Technician Diploma with related experience of threeto five years; or approved demonstrated combination of education and experience.

Due to the responsibilities of this position, a Police Information & Judicial Matters check, satisfactory to the Newmarket Public Library is required.

Knowledge/Skills Required

Demonstrated supervisory skills to create and maintain a positive work environment, open communication, teamwork, respect, and trust.

Understanding of system-wide public library functions and services, customer service experience, internal library processes, and activities.

Strong organizational, problem solving, analytical, presentation and time management skills.

Ability to deal cooperatively and effectively with staff in a unionized environment, and with the public.

Ability to effectively handle simultaneously many assignments with constant interruptions.

Strong interpersonal, consultative, and public relations skills.

Demonstrated solid communications skills with a focus on customer service and customer experience.

Demonstrated writing skills to prepare reports, as well as revisions to training materials, processes and procedures.

Demonstrated knowledge of budget preparation and management.

Proficient in the use of MS Office (i.e. Word, Excel, PowerPoint and Outlook) with a good understanding of library information systems and software application.

May be required to work outside normal business hours, on occasion as required.

Knowledge of applicable legislation, bylaws, legal proceedings and the ability to interpret legislation such as Accessibility for Ontarians with Disabilities Act (AODA), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Occupational Health and Safety Act and the Employment Standards Act.

The Town of Newmarket is committed to accommodating all applicants in accordance with the Ontario Human Rights Code for all employment activities including the recruitment process.