User Services Director
ARTstor is seeking a Director of User Services. User Services provides
support and training services to the more than 500 institutions
participating in ARTstor (including libraries, visual resource and
instructional technology departments) as well as end users (including
faculty, curators, and graduate and undergraduate students).
Responsibilities
The Director of User Services will be responsible for developing and
carrying out a strategic plan to assess, encourage and support use of the
ARTstor digital library, software and services. The Director of User
Services will work closely with the Director of Library Relations,
Technology, and other senior management team leaders at ARTstor to conduct
field research related to user needs (among institutions and individuals),
oversee organizational relationships with participating institutions, and
work with individual end users and their institutional representatives to
strengthen the value of the ARTstor community.
Primary tasks include:
- Assess usage, and design and implement processes to promote and encourage
the use, of ARTstor content, tools, and services across the campus;
- Work closely with the ARTstor senior management team to build a scalable
infrastructure that will provide highly responsive user support for a
rapidly increasing user base, eventually on a 24x7 basis;
- Play a strategic and leadership role in the growth of ARTstor and what it
offers to users by championing user needs, and working closely with
assessment staff;
- Manage a growing team of user support specialists and assistants that
provides training and support services for ARTstor participants; this
includes overseeing technical support, development and maintenance of
online and printed documentation and training materials;
- Work closely with the ARTstor Library Relations team to transition and
ensure continued service and strengthening o f relationships with
participating institutions;
Skills
The Director of User Services should be creative, energetic, flexible, and
committed to the development and delivery of high-quality services to users
in the educational and arts communities. Specific required skills include:
- Proven ability to manage a medium size team of highly motivated
employees;
- Experience in designing, implementing, and maintaining a user support
organizational structure that will provide a top quality support service,
including experience implementing systems, processes, and metrics to ensure
continuous improvement in service quality;
- Proven ability to devise and implement methods of encouraging usage of
new technology products or technology-based services;
- Demonstrated capacity to work collaboratively with other senior staff
across organizational boundaries;
- Understanding of technology platforms and products in the realms of
libraries, learning management systems, collections management systems, or
other educational enterprise systems;
- Proven ability to set priorities and strategically implement web-based
services and products;
Qualifications
- A bachelor’s degree and graduate study, or a bachelor’s degree and
equivalent professional experience, in a directly relevant field.
- Significant (minimum 5 years) management experience in Client
Relationship Management and/or User Support in an organization whose mode
of product delivery has been via software or the Internet;
- Experience with Customer Interaction Management and/or Customer
Relationship Management systems (knowledge of Talisma CIM a plus);
- Excellent written and oral communication skills relating to technical and
non-technical subjects;
- Experience in product promotion and user retention;
- Comfort and fluency in a variety of software programs, platforms, and in
Human-Computer Interaction;
- Experience in the higher educational community a plus, but not required
if the candidate has demonstrable record of directly relevant transferable
skills and experiences;
- Proven ability to work collaboratively, and to be able to manage multiple
responsibilities, in a rapidly changing, rigorous environment;
- Proven ability to foster the professional development of staff members;
- Willingness to travel (including internationally) as required.
About ARTstor
ARTstor is an equal opportunity employer. ARTstor offers a competitive
salary and excellent benefits.
Applications for the position should be submitted to:
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Applicants must submit a cover letter with salary requirements along with
their resume.
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