Manager, Access & Public Services

Manager, Access & Public Services

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!

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…