The Boston University Libraries are seeking a Senior User Services Coordinator, who meets the research and curricular needs of BU Libraries visitors by coordinating and monitoring the daily operations of the Library Services Desk, the primary service point for user assistance to in-person visitors at Mugar Memorial Library. Under the direction of and reporting to the User Services Manager, the Senior Coordinator ensures that daily interactions between library staff and patrons align the Libraries’ expectations for service delivery.

The Coordinator is responsible for mentoring, monitoring, and managing the efforts of student workers at the Library Service Desk and for the timely reporting of any issues in Access Services, particularly at the Library Services Desk, that may interrupt or impact service to library users and should proactively develop and propose solutions to emerging issues in the department. The Coordinator prioritizes tasks for user services assistants and student workers in Access Services at Mugar based on predetermined service level expectations as established by the department manager. Further, the Coordinator’s purview spans the day and night shifts in the Access Services unit, ensuring a consistent experience for users.

Responsibilities

• Oversees and provides excellent customer service at the Library Services Desk as directed by the User Services Manager. Provides day-to-day guidance on prioritization and delegation of responsibilities and tasks to services desk staff. Reports and addresses any emergent issues in staffing or service provision to management in Access Services.
• Hires, trains, schedules, supervises, and evaluates student employees staffing the Library Services Desk across shifts in partnership with the Library’s Student Employment Program. Partners with the Libraries Student Employment Program in the development of training, assessment, and other impactful practices and initiatives.
• Identifies areas for collaboration and support in service delivery across the Access Services department. Produces training and documentation enabling full-time and student staff to readily cross-train and support evolving departmental needs.
• Participates on relevant departmental and library-wide committees and working groups as directed to advance emergent and long-term strategic needs of the libraries to advance and improve the experience of library users across the BU Libraries system.

• Bachelor’s degree
• 3-5 years of relevant experience

Boston University Libraries is a learning organization that supports the work of BU librarians, archivists, and information and subject specialists to seek and share knowledge, practices, and perspectives that advance library services to the university community. Embedded in numerous vibrant regional and national library and information specialist networks, the Boston University Libraries are active members within the Boston Library Consortium, the Association of Research Libraries, and the Coalition for Networked Information, and library staff at BU serve as engaged thought-leaders on a wide breadth of library management and service areas across diverse communities.

Through the Libraries, BU also is a member of the Association of Research Libraries (ARL), the Coalition for Networked Information (CNI), the Northeast Research Libraries Consortium (NERL), HathiTrust, the Boston Library Consortium (BLC), the Eastern Academic Scholars’ Trust (EAST), the OCLC Research Library Partnership, the Scholarly Publishing and Academic Resources Coalition (SPARC), and the Higher Education Leadership Initiative for Open Scholarship (HELIOS).

Boston University, a member of the Association of American Universities (AAU), is one of the leading private research and teaching institutions in the world, with two primary campuses in the heart of Boston and programs around the globe. Chartered in 1869, the University is home to more than 33,000 students from more than 130 countries, 375,000 living alumni, 10,000 faculty and staff, and 17 schools and colleges.

Please note all newly hired staff and faculty will need to be in compliance with Boston University’s COVID-19 Vaccination and Booster Requirement within 30 days of date of hire. You must upload your vaccine documentation or request a medical or religious exemption (instructions). For further information on the University’s response to COVID-19, please visit the COVID-19 Resources site.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.

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