Manager, Access & Public Services

Yale Cancer Center; New Haven, Northern (CT, KY); On-site; USD 85,000 - 110,000; Full time

Job summary

Yale University seeks a Manager, Access & Public Services to lead a team delivering exceptional library experiences and access to collections across in-person and virtual services. You will coach staff, set performance expectations, and drive data-driven improvements to service quality while collaborating with campus partners and vendors.

The role requires strong leadership, strategic planning, and a commitment to inclusivity and innovation in public services.

Qualifications

• Leadership and Team Management: supervise, mentor, coach staff, foster collaboration and professional growth.
• Strategic Planning and Project Coordination: manage priorities, coordinate projects, services and workflows.
• Communication and Interpersonal Skills: excellent oral and written communication, engage stakeholders.
• Analytical and Problem-Solving Ability: analyze service quality, interpret data, resolve issues.
• Commitment to Service Excellence and Innovation: deliver outstanding public services, adapt to change.

Responsibilities

• Supervises day-to-day activities of support staff.
• Assesses and resolves or escalates problems within the unit.
• Contributes to policy and procedure development to support the unit.
• Participates in long-range planning and budget considerations.
• Evaluates work requests and assigns to appropriate areas.
• Ensures efficient workflows and communicates deadlines to staff.
• Maintains equipment and supplies.
• Performs evaluations of direct reports.
• Collaborates with university personnel and external partners to coordinate projects.

Job description

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!

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 library services and contribute to the excellence 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 improvement in alignment with Yale Library Strategic Directions & Staff Values.

User Experience & Service Quality Enhancement

• Ensuring seamless, high-quality user experience across multiple access points, including in-person and virtual services, and collection maintenance.

• Actively assessing and enhancing service quality by suggesting data-driven improvements, refining workflows, and adopting innovative technologies.

• Ensuring consistent service delivery, policy interpretation, and procedural application while resolving escalated customer service issues to uphold quality standards.

Collaboration & Strategic Engagement

• Collaborating with campus partners, vendors, and professional organizations to advance and amplify the impact of library 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

1. 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.
2. Strategic Planning and Project Coordination: Skill in managing priorities, coordinating multiple projects, services and workflows, and ensuring deadlines in a complex organizational setting.
3. 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.
4. 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.
5. 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

1. 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.
2. Strong leadership expertise within unionized environments, and a demonstrated commitment to diversity, equity, and inclusion are highly valued.
3. A bachelor’s degree in a related field and at least three years of related experience or an equivalent combination of education and experience are preferred.

Physical Requirements

This position requires lifting boxes weighing up to 40 pounds, pushing loaded carts, and exposure (with appropriate personal protective equipment) to moldy and dusty collections.

Principal Responsibilities

1. Supervises the day-to-day activities of support staff.
2. Assesses and resolves or escalates problems arising within unit.
3. Assists in the development of policies and procedures in support of unit.
4. Assists in long-range planning for work unit needs.
5. Participates in unit budget planning.
6. Evaluates work requests to determine if they are appropriate to the unit or another area.
7. Ensures that work flow is organized and staffed for quality efficient completion.
8. Communicates deadlines and special circumstances to staff.
9. Maintains equipment and supplies for unit.
10. Completes evaluations of direct report employees.
11. Interacts with University personnel to define work assignments and requirements, communicate progress of work, and plan and coordinate projects.
12. Interacts with external sources to coordinate work necessary to fulfill projects, keep abreast of new products and technologies, or arrange for subcontractors.
13. Supervises a staff of exempt and non-exempt employees.
14. 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.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

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 throughtheir 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.

Note

Yale University is a tobacco-free campus.