Job Description

Pay Range: $7,725.47 – $10,776.13 Monthly
Hours per Week: 40

Closing Date: January 4, 2020

Job Summary

The Digital Experience Manager is responsible for overseeing the strategic and operational development of the customer digital experience. This position will oversee the content management system (CMS) for the Library website, as well as other digital tools including the online event management system, digital help desk and mobile apps for Sno-Isle Libraries. This position will work with people from diverse backgrounds, build and maintain relationships with library stakeholders and community leaders, and identify ways to best meet diverse customer needs.

Essential Functions

1. Participate in strategic development of the customer digital experience; articulate the vision and mission of the website to stakeholders.
2. Provide overall leadership including planning, coordinating, evaluating, and supervising digital experience staff and activities. This includes ensuring delivery of customer centric web pages that reflect the diversity of our communities and provide equity of access in collaboration with staff, vendors and consultants, participating in the evaluation of new products that integrate with web and/or mobile content, and planning and conducting usability studies.
3. Identify the standards, service delivery models, service portfolio, goals, and initiatives for the digital experience; review and analyze online performance through analytical tools.
4. Supervise the establishment of standards, methods, and technical specifications for developing and maintaining digital content and service; including, but not limited to, the website, online event management system, digital help desk, and mobile apps.
5. Develop and maintain cooperative working relationships with Service Center departments, community libraries and online communities. Form and lead meetings with a Website Advisory Group to coordinate web efforts with different departments and staff.
6. Perform effective community relations and library promotion activities to enhance the public stature and usefulness of the library to its communities. Included are presentations and business negotiations with local government officials as well as presentations to a wide variety of organizations in the public to promote the library and its programs.
7. Assure the fiscal soundness of operations to include developing budgets for operations, staffing, training, equipment, and acquisitions; monitoring expenditures compared to budget and taking necessary corrective action; reviewing and approving purchases.
8. Collaborate with Communications department on marketing and brand strategies into digital mediums to create effective online marketing with regards to the customer’s digital experience.
9. Provide effective direction to assigned staff. This includes such actions as interviewing, selecting, and training staff, scheduling and assigning staff to tasks and services, coaching/mentoring staff, and arranging for or presenting continuing training, applying Library District personnel policies and procedures to such matters as granting and scheduling leave, resolving grievances and discipline matters, and promoting and terminating staff members.

Additional Duties and Responsibilities

1. Attend meetings, trainings, and workshops as assigned.
2. Participate in ongoing professional development through training, conferences, reading and collaboration with others.
3. Train new staff as needed.
4. Assist with special projects as required.
5. Perform other duties as assigned.

Supervision

The position will report to a District Manager and will supervise the Digital Experience Team.

Core Library Competencies

• Adaptability: Adjust nimbly to obstacles or changing conditions to arrive at the desired goal.
• Communication: Express self clearly, effectively, and compellingly in written, verbal, and nonverbal messages.
• Customer Service: Build and maintain responsive, effective relationships with internal and external customers.
• Interpersonal: Accurately perceive others and the impact of one’s own behavior to balance relationship and goal needs appropriately and positively in interactions.
• Professionalism: Align behavior with the library’s mission, values, and strategic focus in serving a diverse stakeholder community.
• Valuing Diversity: Manages relationships with all people inclusively and equitably; conveys respect by valuing and encouraging the unique dimension each employee adds to the organization and each member of the community brings to the whole. Demonstrates an ongoing commitment to expand one’s own awareness, knowledge, and skills of others’ cultures, beliefs, identities, languages, interpersonal styles, and behaviors.

Supervisor/Manager Competencies

• Develops/Empowers Others: Fosters others’ learning and development to high standards in alignment with the library’s mission, values, and strategic goals.
• Judgment/Decision Making: Gathering and sifting relevant data to think logically, strategically, and insightfully to make sound decisions, even under stress.
• Leadership: Melding a group of competent, diverse individuals into a high-performing team or organization that collaboratively meets its goals.

Knowledge, Skills, and Abilities

1. Demonstrated excellent customer service skills.
2. Strong communication skills and demonstrated ability to collaborate and foster a learning organization through excellent facilitation and team-building skills.
3. Ability to work cooperatively and communicate effectively with the public, vendors and co-workers in all levels of the organization.
4. Demonstrated ability to be flexible, manage ambiguity, adapt to change and successfully work in a fast-paced dynamic environment.
5. Ability to meet deadlines in a fast-paced, multiple project environment and to adapt to new priorities;
6. Strong organization, attention to detail, and problem solving skills.
7. Ability to work independently and to set priorities.
8. Knowledge of library resources, programs, and services in a public library.
9. Knowledge of Library District policies and procedures.
10. Ability to work in content management or search systems.
11. Ability to work with user-experience and usability testing.
12. Ability to deliver effective and engaging presentations to a variety of audiences.
13. Ability to operate relevant computer systems including hardware and software, such as Microsoft Word, electronic databases, e-mail, and internet navigation in addition to other office equipment and security systems.
14. Ability to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

1. These skills and abilities typically are acquired through a combination of experience and training including university-level education. A four-year degree or higher in Business Administration, Computer Science, or a related field is required. Master’s degree in library or information science is preferred.
2. At least one year of experience in supervision required.

Physical and Environmental Conditions

The physical demands described here are representative of those that must be met by a staff member to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the incumbent is required to: talk and hear; sit, stand and walk; use hands to finger, handle or feel; reach with hands and arms. An incumbent may occasionally lift and/or move objects or materials weighing up to 25 pounds. Specific vision abilities include sufficient vision to read and recognize numbers and alphabetical characters on books, magazines and other materials as well as computers.

There is frequent interpersonal contact with the public and staff members. These contacts and situations are deemed to be generally safe and free of undue stress, but are carried out in public forums which require the incumbent to be highly cordial and personable in relations with others, which may occasionally involve hostile or disgruntled members of the public. Most of the work of incumbents is carried out within a generally accessible, safe, indoor environment.

Activities sometimes occur outside the regular business day including evenings and weekends and require travel to branches and other locations within the Library District’s two-county service areas to meet with public groups and library staff. To accomplish this travel, the incumbent must be able to drive and hold a valid Washington State driver’s license or to make independent arrangements for such transportation.

The following questions will be asked during the application process:

1. Describe from your management experience your ability to provide strong customer service, build and maintain effective relationships, resolve issues, and ensure satisfaction with customers.  Please provide details of a specific example.
2. Describe a situation where you have led a major innovative change, preferably in a library or nonprofit setting.  How did you address the needs of staff, customers, and other key stakeholders?
3. What have you done in your organization to support and develop staff and create an environment that fosters risk-taking and creativity?  Please provide details of a specific example.
4. Please provide a specific example from your supervisory experience of your ability to blend a group of employees into a high-performing team that collaboratively meets its goals.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 80,000 - 100,000.

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