Manager, Access & Public Services

Nelib; New Haven (CT); On-site; USD 65,000 - 101,000; Full time

Job summary

Yale University is seeking a Manager, Access & Public Services, to lead a team delivering top-tier library experiences and seamless access to collections across in-person and virtual channels. The role emphasizes inclusivity, staff development, and data-driven service improvements.

The position requires guiding performance, coaching staff, and collaborating with campus partners to elevate research support while ensuring policy alignment and high standards of service.

Qualifications

• Experience supervising and developing staff to deliver high‑quality library services.
• Ability to plan and coordinate multiple projects and workflows in a complex organization.
• Excellent written and spoken communication with campus partners and stakeholders.
• Strong analytical skills to assess service quality and drive improvements.
• Proven commitment to service excellence and innovation in public service.

Responsibilities

• Lead and inspire staff to deliver exceptional access and public library services.
• Set performance expectations, provide feedback, and support professional growth.
• Foster staff well-being and clear, effective communication across teams.
• Collaborate with campus partners, vendors, and professional bodies to enhance library services.
• Participate in committees and strategic initiatives within Yale Library.

Skills

Leadership

Strategic Planning

Communication

Analytical thinking

Service excellence

Education

Bachelor's degree in related field

Job description

Salary: $65,000.00 - $101,000.00 Annually

Application Deadline: N/A

Academic Library

Overview

Manager, Access & Public Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. Centering the needs of library users, this role ensures a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance. The Manager champions a culture of inclusivity, collaboration, and continuous improvement—motivating, coaching, and developing staff to reach their full potential. Key responsibilities include setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities. The Manager actively assesses and enhances service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies. As a member of the Access & Public Services Leadership Team, the Manager models outstanding communication, supports staff well-being, and ensures consistency in service delivery, policy interpretation, and procedural adherence. This role also collaborates broadly—engaging with campus partners, vendors, and professional organizations to amplify the impact of Yale’s collections and research support.

Leading, motivating, coaching, and developing staff to deliver exceptional service.

Setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities.

Supporting staff well-being and modeling outstanding communication.

User Experience&ServiceQuality Enhancement

Ensuringseamless, high-qualityuser experienceacross multiple access points, includingin-person and virtualservices, and collection maintenance.

Actively assessingand enhancingservice quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies.

Ensuringconsistent service delivery,policyinterpretation, and proceduralapplication while resolving escalated customerserviceissues to uphold quality standards.

Collaboration & Strategic Engagement

Collaborating with campus partners, vendors, and professional organizations to advanceand amplify the impact oflibrary services.

Engaging broadly to contribute to the excellence of collections and research support.

Participating in committees, projects, and professional activities.

Regular Schedule

Tuesday-Thursday, 9:45 a.m.-6:15 p.m.; Friday, 8:45 a.m.-5:15 p.m.; Saturday, 9:45 a.m.-6:15 p.m. Schedule may vary based on departmental needs.

Summer/Intersession Schedule

Monday-Friday, 8:30 a.m.-5:00 p.m.; Saturdays as needed based on departmental needs.

Required Skills and Abilities

• Leadership and Team Management: Ability to supervise, mentor, and coach staff effectively, fostering collaboration and professional growth while managing performance and promoting a positive, inclusive work environment.
• Strategic Planning and Project Coordination: Skill in managing priorities, coordinating multiple projects, services and workflows, and ensuring deadlines in a complex organizational setting.
• Communication and Interpersonal Skills: Excellent oral and written communication skills, with the ability to articulate policies, engage stakeholders, and build relationships across departments and with campus partners.
• Analytical and Problem-Solving Ability: Strong analytical skills for assessing service quality, interpreting data, and making informed decisions to improve processes and resolve escalated issues effectively.
• Commitment to Service Excellence and Innovation: Demonstrated ability to deliver outstanding public services, adapt to change, and innovate in response to evolving user needs and organizational priorities.

Preferred Skills and Abilities

• Preferred candidates will bring experience in academic libraries, cultural heritage institutions, or higher education settings, along with expertise in access services functions such as circulation, resource sharing, and interlibrary loan.
• Strong leadership expertise within unionized environments, and a demonstrated commitment to diversity, equity, and inclusion are highly valued.

Physical Requirements

This position requires lifting boxes weighing up to 40 pounds, pushing loaded cards, and exposure (withappropriate personalprotective equipment) to moldy and dusty collections.

Overview

Manager, Access & Public Services, leads and inspires a team dedicated to delivering exceptional library experiences and unparalleled access to library collections. Centering the needs of library users, this role ensures a seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance. The Manager champions a culture of inclusivity, collaboration, and continuous improvement—motivating, coaching, and developing staff to reach their full potential. Key responsibilities include setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities. The Manager actively assesses and enhances service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies. As a member of the Access & Public Services Leadership Team, the Manager models outstanding communication, supports staff well-being, and ensures consistency in service delivery, policy interpretation, and procedural adherence. This role also collaborates broadly—engaging with campus partners, vendors, and professional organizations to amplify the impact of Yale’s collections and research support.

Staff Leadership & Development

• Leading, motivating, coaching, and developing staff to deliver exceptional service.
• Setting clear performance expectations, providing ongoing feedback, and fostering professional growth through regular performance management and development opportunities.
• Supporting staff well-being and modeling outstanding communication.
• Championing a culture of inclusivity, collaboration, and continuous improvementin alignment with Yale LibraryStrategic Directions & StaffValues .

User Experience&ServiceQuality Enhancement

• Ensuringseamless, high-qualityuser experienceacross multiple access points, includingin-person and virtualservices, and collection maintenance.
• Actively assessingand enhancingservice quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies.
• Ensuringconsistent service delivery,policyinterpretation, and proceduralapplication while resolving escalated customerserviceissues to uphold quality standards.

Collaboration & Strategic Engagement

• Collaborating with campus partners, vendors, and professional organizations to advanceand amplify the impact oflibrary services.
• Engaging broadly to contribute to the excellence of collections and research support.
• Participating in committees, projects, and professional activities.

Regular Schedule

Tuesday-Thursday, 9:45 a.m.-6:15 p.m.; Friday, 8:45 a.m.-5:15 p.m.; Saturday, 9:45 a.m.-6:15 p.m. Schedule may vary based on departmental needs.

Summer/Intersession Schedule

Monday-Friday, 8:30 a.m.-5:00 p.m.; Saturdays as needed based on departmental needs.

Required Skills and Abilities

• Leadership and Team Management: Ability to supervise, mentor, and coach staff effectively, fostering collaboration and professional growth while managing performance and promoting a positive, inclusive work environment.
• Strategic Planning and Project Coordination: Skill in managing priorities, coordinating multiple projects, services and workflows, and ensuring deadlines in a complex organizational setting.
• Communication and Interpersonal Skills: Excellent oral and written communication skills, with the ability to articulate policies, engage stakeholders, and build relationships across departments and with campus partners.
• Analytical and Problem-Solving Ability: Strong analytical skills for assessing service quality, interpreting data, and making informed decisions to improve processes and resolve escalated issues effectively.
• Commitment to Service Excellence and Innovation: Demonstrated ability to deliver outstanding public services, adapt to change, and innovate in response to evolving user needs and organizational priorities.

Preferred Skills and Abilities

• Preferred candidates will bring experience in academic libraries, cultural heritage institutions, or higher education settings, along with expertise in access services functions such as circulation, resource sharing, and interlibrary loan.
• Strong leadership expertise within unionized environments, and a demonstrated commitment to diversity, equity, and inclusion are highly valued.

Physical Requirements

This position requires lifting boxes weighing up to 40 pounds, pushing loaded cards, and exposure (withappropriate personalprotective equipment) to moldy and dusty collections.

Principal Responsibilities

• Supervises the day-to‑day activities of support staff.
• Assesses and resolves or escalates problems arising within unit.
• Assists in the development of policies and procedures in support of unit.
• Assists in long‑range planning for work unit needs.
• Participates in unit budget planning.
• Evaluates work requests to determine if they are appropriate to the unit or another area.
• Ensures that work flow is organized and staffed for quality efficient completion.
• Communicates deadlines and special circumstances to staff.
• Maintains equipment and supplies for unit.
• Completes evaluations of direct report employees.
• Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects.
• Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors.
• Supervises a staff of exempt and non‑exempt employees.
• Performs other duties as assigned.

Required Education and Experience

Minimum requirement of Bachelor’s Degree in related field and three years of related experience or an equivalent combination of education and experience.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job‑related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.