Library Program Manager, User Services & Education - Research Office

Summary

The Library Program Manager I for User Services & Education leads and manages reference and education services that ensure equitable access to library resources and services that facilitate excellence in research, clinical care, and education. This role oversees data-informed service delivery, training, and affiliated user outreach programs that enhance user engagement and demonstrate measurable impact. The Program Manager for User Services & Education leads the design, implementation, and assessment of education and reference initiatives to ensure responsiveness, quality, and continuous improvement. This role manages instructional development, evidence-based practice support, and targeted outreach to optimize awareness and effective use of library services. This role works closely with the Director, MCW Libraries, to align user services programs, staffing, and performance metrics with the library’s strategic goals.

Primary Responsibilities

• Leads and manages the User Services & Education team, supervising three staff, overseeing daily operations, workload distribution, and preparation of activity and assessment reports.

• Manages the Ask the Library service, including intake, triage, assignment, response, and tracking of requests to ensure timely and accurate service delivery.

• Monitors reference and ticket activity to identify usage patterns, training gaps, and opportunities for service improvement.

• Establishes and maintains service standards, workflows, and performance targets to ensure consistency and accountability in research and reference support.

• Provides advanced reference and research consultations for clinicians, researchers, students, and staff, including expert literature searches and evidence synthesis support.

• Develops and executes data-informed affiliated user outreach strategies that identify underutilized departments and user groups, define target audiences, and establish engagement plans with measurable outcomes.

• Designs and delivers library orientations, instructional sessions, and workshops on research tools, databases, information literacy, and evidence-based practice.

• Coordinates the promotion of library services through presentations, departmental meetings, and institutional communication channels to strengthen visibility and engagement.

• Develops and maintains instructional materials, research guides, and documentation to support education and reference programs.

• Trains, mentors, and evaluates staff, setting performance goals, monitoring outcomes, and fostering professional development aligned with institutional priorities.

Knowledge – Skills – Abilities

• Excellent oral and written communication skills.

• Strong analytical skills.

• Ability to use Microsoft Office suite and statistical tools.

• Ability to work independently and as part of a team interdependently with co-workers.

• Ability to introduce, manage and lead change.

• Ability to effectively plan, organize, implement projects across teams.

• Ability to effectively supervise staff.

• Demonstrated evidence of project management and mentoring skills.

• Demonstrated experience with biomedical or health-related information sources.

• Demonstrated experience in coordinating, conducting and presenting research projects.

• Knowledge of the research and education processes in an academic medical environment.

• Experience in curriculum development and instruction/delivery.

• Experience advising others on scholarly communication topics.

• Experience in successfully managing collaborative projects.

Qualifications

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education:        Bachelor’s degree

Minimum Required Experience:       6 years

Preferred Education:   Master’s Degree or higher in Library and Information Science from an ALA accredited institution

Preferred Experience:   5 years of related experience, preferably in an academic medical center

Required Certification/Licensure(s):

Preferred Certification/Licensure(s): Medical Library Association Academy of Health Information Professionals credentials preferred

Physical Requirements

Work requires occasionally lifting moderate weight materials, standing, or walking continuously.

Work Environment

Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.

Sensory Acuity

Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.

#LI-AV1

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options

• 403B Retirement Package

• Competitive Vacation and Paid Holidays offered

• Tuition Reimbursement

• Paid Parental Leave

• Employee & Family Assistance Program (EFAP)

• Pet Insurance

• On campus Fitness Facility, offering onsite classes

• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a brief overview of our benefits see: Benefits Overview

For a full list of positions see: MCW Careers

At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you. For more information, please visit our institutional website.

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination:

The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.