Manager, Service Design (40 hrs.) Main Library at Columbus Metropolitan Library

Columbus, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

90625.6

Posted On

19 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Design, Project Management, Human-Centered Design, User Research, Journey Mapping, Prototyping, Stakeholder Management, Facilitation, Data Analysis, People Management, Design Thinking, Strategic Planning, Performance Management, Workshop Facilitation, Customer Experience Design, Employee Experience Design

Industry

Libraries

Description

Job Title: Manager, Service Design (Full-Time/Exempt) Pay Range: $67,496-$90,625.60 (commensurate with experience) Note: For internal candidates, pay adjustments are made in accordance with our Compensation and Salary Administration policy Our Commitment to Diversity Open to all doesn’t just apply to our customers, it applies to our hiring practices as well. We put respect at the top of our values and that’s how we treat our candidates and employees. The Columbus Metropolitan Library is committed to equal employment opportunity and adheres to these principles in decisions regarding hiring. The Library does not discriminate against employees or applicants for employment based upon their sex, race, national origin, religion, age, disability, sexual orientation, gender, color, ancestry, military or veteran status, gender identity or expression, familial status, genetic information, or any other characteristic protected by federal, state, or local law. At Columbus Metropolitan Library, we are striving to build a workforce that is as diverse as the communities we serve. Learn more about Our Employee Experience: https://www.columbuslibrary.org/careers/employee-experience/ [https://www.columbuslibrary.org/careers/employee-experience/]. What We Offer: * A robust benefits package that supports your physical, mental, and financial well-being. * Comprehensive medical, dental, and vision plans to meet your healthcare needs. * A qualified employer for Public Service Loan Forgiveness. * Access to mental health resources and employee assistance programs for your peace of mind. * Generous paid time off and leave options to balance your work and personal life. * Participation in the Ohio Public Employees Retirement System (OPERS) and additional investment & savings plans. * A variety of voluntary and supplemental insurance plans to complement your lifestyle. Comprehensive overview of our benefits: https://www.columbuslibrary.org/employee-benefits/ [https://www.columbuslibrary.org/employee-benefits/] About the Position: Manages a strategic portfolio and leads the design and continuous improvement of new and existing library programs and services through the application of service design. In partnership with the Chief of Service Design & Engagement and library teams, this role builds the infrastructure, practices, policies, and culture needed to create equitable, effective, and community responsive services. By managing a strategic portfolio of projects and collaborating across disciplines, the Manager, Service Design ensures library offerings are aligned with organizational goals and evolving customer, employee and partner needs. Position Schedule: 8:00am-5:00pm - Monday-Friday What You’ll Do: * Creates effective design approaches, plans and policies that ensure all service improvements and innovation efforts align with organizational priorities and advances the library’s mission. * Manages a portfolio of projects, overseeing scope, success criteria, expectations, progress, timelines, and outcomes to ensure successful implementation of program and service enhancements. * Plans and facilitates project meetings by preparing agendas, coordinating attendees, and ensuring clear decisions and action items. Manages organized project documentation and assists with tracking progress, milestones, and deliverables using project management tools and digital platforms, to ensure scope and quality standards are met. * Builds and maintain strong relationships with internal and external stakeholders, promoting effective communication and collaboration throughout project lifecycles. * Tracks, analyzes and communicates project metrics such as design research outcomes, percentage completion, prototype results, and impact on community at the portfolio level. * Works with the Data Analytics team to identify areas for improvement and make data-driven decisions to improve and enhance services and service delivery policies over time using appropriate judgment and discretion. * Leads and manages discovery and human-centered research (such as interviews, surveys, and observations) to understand user pain points, needs, and experiences, and to identify opportunities for improving library programs and services. * Actively engages various experts and stakeholders to understand and navigate their needs and builds momentum towards effective solutions. * Leads and manages the creation of journey maps, personas, and other service design artifacts that help visualize and communicate user experiences and opportunities for improvement. * Develops, coaches, and trains the Service Designer position. Sets individual performance measurements for staff and holds them accountable. Responsibilities include managing, hiring, onboarding, and performance management. * Mentors internal project staff, guiding priorities, strengthening service design practice, and ensuring high-quality delivery across projects. * Works collaboratively with internal and external stakeholders to generate creative responses to challenges identified, including both frontstage (customer experience) and backstage (employee experience). * Designs and facilitates ideation sessions, leveraging digital collaboration tools, to develop prototypes of new or existing services, programs, staff training, systems and/or customer experiences. * Leads and manages the evaluation of concepts, prototypes, and active services with users to gather feedback and provide recommendations for improvement. * Fosters a culture of innovation within the library by facilitating workshops, design sessions, and collaborative activities with multidisciplinary teams. * Leads and manages practices that elevate diverse voices across teams and ensures those insights shape service experiences and strategic decisions. * Presents findings, recommendations, and project outcomes in various formal settings to inform stakeholders and guide organizational decision-making. * Partners with internal stakeholders to transition concepts to new or improved services. * Advocates for human‑centered design methodologies, and leverages research insights to shape strategy, influence decisions, and drive organization‑wide alignment. * Continuously learns about new service design methods and library best practices and, using discretion and judgment, applies this knowledge to improve team and organizational outcomes. * Partners with various stakeholders to increase the adoption of services across the organization. * Travels to various locations within our system; other library systems, vendors and partners. * Performs additional duties as assigned in support of service design projects, including assisting with technology used in research and prototyping, and providing administrative support as needed. May serve on task forces, committees, etc. Minimum Qualifications: * Master’s degree preferred; Bachelor’s degree required. * 5-7 years of related experience, including oversight of complex projects or portfolios. * At least three years of prior management experience or demonstrated ability to effectively manage others preferred. * Demonstrated experience leading and managing initiatives across the lifecycle from problem identification through execution. * Knowledge, competence, and experience in the application of design thinking principles, systemic design and using service design methodologies like user research, facilitation, journey mapping, prototyping and testing preferred * Demonstrated experience successfully managing a portfolio with multiple projects with dynamic timelines, utilizing discretion, judgment, and project management software (e.g., MS Project, SmartSheet, SharePoint). * Demonstrated ability to lead, motivate, and collaborate with multidisciplinary teams. * Exceptional customer service and relationship-building skills with both internal and external stakeholders. * Effective and respectful communication (verbal and written), problem solving, and decisionmaking skills to inform the organization and build support for design projects. * Ability to effectively facilitate workshops or design thinking sessions, with the ability to present in a variety of settings (one-on-one, group, peers, direct reports, etc.). Commands attention and manages group processes. * Strong organizational skills and attention to detail. * Familiarity with digital tools and platforms that can be used to enhance library services * Ability to think creatively and develop innovative solutions to enhance library services. * Ability to clearly articulate design concepts and user needs to diverse audiences, including staff and users. * Familiarity with library operations, resources, and the unique needs of library users and staff. * Demonstrated commitment to continuous learning, innovation, a willingness to try new things, and to adapt in a changing environment. * Ability to operate library technology including personal computers, email, software programs (i.e. Windows/Microsoft Office) and other job-related equipment and systems. * Ability to travel to various locations within our system, other library systems, vendors, and partners. * Valid driver license which meets the minimum requirements of CML’s vehicle insurance policy and access to a personal vehicle to promptly report to varied work locations as assigned. Positions Managed This is a supervisory position. Working Conditions and Physical Demands The work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, libraries, and residences or commercial vehicles (e.g., use of safe workplace practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, and/or working in moderate outdoor weather conditions). Work requires minimal demand for physical effort.

Responsibilities

Leads the design and continuous improvement of library programs and services using service design methodologies and human-centered research. Manages a strategic portfolio of projects while overseeing the Service Designer position and collaborating with multidisciplinary teams.