User Engagement Operations Lead

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

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.