Director of Service Strategies

Rochester, NY


The Director of Service Strategies leads the River Campus Libraries (RCL) Patron Services Team, supervising the staff and operations of the Q&i Service, Course Reserves, and Interlibrary Loan. They are responsible for designing strategies for the provision of efficient and effective customer services to users of the River Campus Libraries, including access to the resources of the RCL collections. Working in close collaboration with other members of the RCL Leadership Team, this person leads project work serving the RCL Strategic Plan, and develops and implements policies and procedures to ensure ongoing service excellence.


Leading Service Delivery

  • Designs and implements innovative and efficient customer service strategies for RCL Q&i service points, Course Reserves, and Interlibrary Loan in support of the RCL Strategic Plan

  • Explores new ways to deliver service, making the best use of library space and resources across RCL

  • Establishes policies to support the provision of RCL services across all RCL Q&i service points

  • Collects data on RCL services in order to assess the effectiveness and impact of RCL Patron Services efforts

  • Maintains currency with general library functions, resources, practices and procedures

Coordinates RCL Q&i Service Points

  • Works with the Q&i Team Lead and Q&i service point coordinators to coordinate Q&i desk schedules, implement procedures, interface with the Student Employment Office, and manage student budgets

  • Develops and leads cooperative projects to ensure that procedures across RCL Q&i service points efficiently fulfill the requirements of RCL policy

Leads the Patron Services Team (strategy)

  • Supervises and supports Patron Services staff across several RCL locations

  • Provides vision, guidance, and mentorship to Patron Services staff

  • Develops departmental goals for Patron Services

  • Guides staff through the development of individual performance goals

  • Develops and manages a departmental budget for operations

Supervises the Work of Interlibrary Loan, Course Reserves, and Q&i services (operations)

  • Supports Library Section Supervisors in the Patron Services department in executing goals, setting priorities, and developing efficient workflows for the provision of the services they coordinate

  • Ensures that these services are appropriately defined and resourced in order to operate in an efficient, sustainable manner

Partnerships and Collaborations

  • Participates in and contributes towards RCL and University committees, meetings, and events

  • Partners with other library departments to assure effectiveness of library services and patron success

  • Seeks out opportunities for collaboration with other University departments and organizations within the Rochester community

  • Engages with interdepartmental projects aimed at increasing collaboration and enhancing the patron experience

Other duties as assigned

  • Staffs Q&i desks and chat shifts as necessary to support regularly scheduled staff

  • Maintains currency with general library functions, resources, practices and procedures

  • Contributes to the profession through active participation in conferences, associations, etc.


  • Post-graduate degree in library and information science from an ALA.-accredited institution or equivalent education required

  • Demonstrated ability to work collaboratively with others across disciplines/fields, with a team focus required

  • Experience supervising staff or managing a team required

  • Experience leading projects required

  • 5+ years customer service experience preferred

  • 3+ years job-related experience in a library setting preferred

  • Experience using library circulation software preferred

  • Ability to learn new technologies and skills quickly required

  • Demonstrated initiative and leadership qualities required

  • Capable of taking on additional responsibilities and activities without sacrificing the quality or quantity of those primary job responsibilities required

  • Project Management skills preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply


All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 60,000 - $125,000 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Location: Central Administration
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 000