Cal State LA Careers

Head of Operations & User Experience/Services

Apply now Job no: 505858
Work type: Staff
Location: Los Angeles
Categories: Unit 9 - CSUEU - Technical Support Services, Temporary, Full Time, Library

Job No: 505858; 11/3/2021


Administrative Analyst/Specialist
University Library

Salary Range: $3,897 - $7,051/Monthly

Work Schedule: Full-Time, Monday – Friday 8.00 a.m. to 5.00 p.m.; exempt classification. Temporary one-year appointment from date of hire; may be extended; may become permanent.


Essential Functions: Reporting to the Associate Dean, the Head of Operations & User Experience will provide leadership in the development of new, innovative, and user-centered services and spaces by anticipating and responding to the changing needs of the Cal State LA Community. The incumbent will be responsible for the coordination and functional supervision of the areas of Circulation, Reserves, Collections Maintenance, and Interlibrary Loan/Resource Sharing. The incumbent will: be responsible for the oversight and coordination of the information desk, library reserves, interlibrary loan, collection maintenance, and the library building monitors; hire, train, develop, and evaluate Operations & User Experience staff members, Library Building Monitors, Information Desk staff, and possibly student workers; compile and report statistics data related to collection use, service desk transactions, building use, and resource sharing; analyze operations to ensure department efficiencies; be responsible for the overall management of Operations & User Experience student assistant budget;  coordinate Operations & User Experience functions; be responsible for the quality of service in access services; explore emerging technologies and service models and leads the department in evaluating and implementing new services when appropriate; perform duties related to maintaining and enforcing security for the library building, ensuring library facilities, and operations are provided with safety of staff and patrons; facilitate communication with campus facilities services and library building partners; work with the appropriate administrator to coordinate facilities planning issues; collaborate with the Library Communications Strategist & Event Manager, and Special Collections and Archives personnel on activities internal to the library; be responsible for overseeing daily opening and closing procedures; work with Facilities to resolve building maintenance issues; recommend improvements to library policies, procedures and workflows to ensure that services are user-centered; propose improvements in policies/procedures based on effectiveness of present methods; contribute to the planning of the department and shares in unit activities; participate in special projects and task forces as needed; be responsible for coordinating library representation on campus-wide events and promoting library services to campus constituents; work with others to solve problems, obtain information, and explain/interpret procedures and techniques; and actively participate in meetings.

Required Qualifications & Experience: A bachelor's degree and three years of progressively responsible experience working in a lead customer service capacity in an academic library environment. Demonstrated experience collaborating with facilities, maintenance, and/or public-safety personnel. Must possess excellent interpersonal skills. Ability to work well under pressure, work independently, and the ability to adjust priorities when necessary. Thorough knowledge of the fundamentals and practices of library access services. Demonstrated ability to interpret and apply standards in a local setting and to initiate appropriate policies, practices, and projects. Demonstrated ability to learn new technologies quickly and effectively. Demonstrated ability to successfully train, supervise, and evaluate work of staff and student assistants. Strong written and verbal skills. Excellent organizational skills, accuracy, and attention to detail. Occasional evening or weekend work may be required. Scheduled work hours may be temporarily adjusted to meet special operational needs of the University and Unit. The position will require use of standard office equipment, personal computers, and printers. May require use of scanners, digital camera, video equipment, photocopier, fax machine, paper cutter, etc. Cash register and Point of Sale cashiering system may also be required.

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The system-wide policy can be found at and questions may be sent to

Preferred Qualifications & Experience: Ability to adapt to change in a transitional environment. Experience with planning and providing circulation, resource sharing, and reserves services in an academic library. Ability to provide a leadership role in coordinating and configuring, and/or implementing systems that support resource sharing and fulfillment. Ability to think critically and responsively about their impact on the service goals of the library. Demonstrated experience working with a variety of the library's unified library services platforms. Familiarity with Library of Congress and Dewey classification schedules. Experience applying user experience assessment methodologies. Experience working in a collective bargaining environment.


Closing Date: Review of applications will begin on November 17, 2021 and will continue until the position is filled; however, the position may close when an adequate number of qualified applications are received. A COMPLETED ON-LINE CAL STATE LA EMPLOYMENT APPLICATION IS REQUIRED. RESUMES WILL NOT BE ACCEPTED IN LIEU OF A COMPLETED APPLICATION.

The person holding this position is considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 revised July 21, 2017, as a condition of employment.

In addition to meeting fully its obligations under federal and state law, California State University, Los Angeles is committed to creating a community in which a diverse population can live and work in an atmosphere of tolerance, civility and respect for the rights and sensibilities of each individual. To that end, all qualified individuals will receive equal consideration without regard to economic status, race, ethnicity, color, religion, disability, national origin or cultural background, political views, sex or sexual orientation, gender, or other personal characteristics or beliefs.

Candidates must demonstrate ability and/or interest in working in a multicultural/multiethnic environment. Certain positions require fingerprinting. The University actively encourages qualified minorities, women and persons with a disability to apply.  Upon request, reasonable accommodation will be provided to individuals with protected disabilities to (a) complete the employment process and (b) perform essential job functions when this does not cause an undue hardship.  We are an Equal Opportunity/Title IX Employer.

To obtain employment information for the impaired call:
TDD Line (323) 343-3670
24-hour Dial-A-Job Line (323) 343-3678

Advertised: Pacific Daylight Time
Applications close:

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