City of Boston
Overview
The Digital Experience Manager oversees the design, development, and operations of the Boston Public Library's digital presence and online services, maintaining reliable service while improving the patron experience. This role shapes patron-centered experiences across web and mobile platforms, making the library's catalog, digital collections, and online resources more accessible and engaging for all users. Working in close partnership with library leadership and collaborating across departments, including IT, Communications, Public Services, Collection Management, Research Services, and Special Collections, this position bridges the gap between patron needs, technological capabilities, and library services to create cohesive digital experiences that serve diverse user groups.
Reports To:
Chief of Web & Digital Service
Responsibilities
Assist with the strategic development and reliable operations of the library's digital ecosystem, including websites, mobile applications, vendor platforms, and authentication systems, ensuring consistent service delivery while improving user experience and discovery.
Partner with key internal and external stakeholders to advance digital services in alignment with library priorities and strategic goals.
Liaise with vendors to ensure responsiveness to library needs, driving the development of new and enhanced features with a focus on user experience, accessibility, and service quality.
Collaborate on prototypes and experimental feature development to test new ideas and approaches for improving the user experience within BPL's digital platforms, using iterative design and rapid development methodologies to validate concepts before full implementation.
Work with public service departments including Research Services, Community Learning, Reader's Advisory, Collection Management, and other library departments to enhance discovery for their audiences, developing strategies to improve user pathways and streamline access to collections and resources.
Monitor and evaluate the patron experience through qualitative and quantitative methods, developing project plans and initiatives to provide the highest quality service through the application of best practices and user research.
Ensure the library's online presence delivers an intuitive, cohesive experience that meets the needs of diverse user communities and showcases the full range of library services.
Lead product discovery and strategy initiatives with the Digital & Online Services Department to identify opportunities for improving digital experience and online services.
Assist with the development of policies and procedures related to online library services and technologies.
Oversee, schedule, train, and coordinate staff and contractors, assuming responsibility for recruiting, supervising, and evaluating staff and encouraging a learning environment.
Perform related duties and functions as assigned.
Minimum Entrance Qualifications
Education: A bachelor's degree from a recognized college or a master's degree in library and information science from an accredited library school or a related field is preferred. Exceptional training or experience may substitute for part or all of the educational requirements.
Experience: Five (5) years in digital product management, user experience design, or related fields, preferably in libraries, cultural institutions, or mission-driven organizations, including a minimum of two (2) years of supervisory or managerial experience. Experience with library technology platforms is preferred.
Demonstrated success implementing digital products or services that meet user needs.
Experience applying user research and data analytics to improve digital experiences.
Demonstrated strategic planning, collaboration, and inclusive leadership skills.
Demonstrated project management and problem-solving skills.
Ability to plan and supervise the work of others.
Excellent written and oral communication skills.
Ability to develop user-centered product strategies and roadmaps.
Strong skills in user research and translating insights into actionable plans.
Ability to translate broad business and user needs into clear requirements.
Experience with lightweight prototyping and testing of digital features to validate concepts and improve user experiences.
Ability to prioritize effectively and develop pragmatic solutions within existing resource constraints.
Knowledge of analytics platforms and tools.
Knowledge of library-specific platforms, including integrated library systems (ILS), discovery layers, and digital repositories.
Familiarity with web technologies, including content management systems, information architecture principles, responsive design, and digital accessibility standards.
CORI – Must successfully clear a Criminal Offenders Record Information check with the City of Boston.
Terms BOSTON RESIDENCY REQUIRED
Union/Salary Plan/Grade: PSA/P-5
Hours per week: 35
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Government Administration
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Reports To:
Chief of Web & Digital Service
Responsibilities
Assist with the strategic development and reliable operations of the library's digital ecosystem, including websites, mobile applications, vendor platforms, and authentication systems, ensuring consistent service delivery while improving user experience and discovery.
Partner with key internal and external stakeholders to advance digital services in alignment with library priorities and strategic goals.
Liaise with vendors to ensure responsiveness to library needs, driving the development of new and enhanced features with a focus on user experience, accessibility, and service quality.
Collaborate on prototypes and experimental feature development to test new ideas and approaches for improving the user experience within BPL's digital platforms, using iterative design and rapid development methodologies to validate concepts before full implementation.
Work with public service departments including Research Services, Community Learning, Reader's Advisory, Collection Management, and other library departments to enhance discovery for their audiences, developing strategies to improve user pathways and streamline access to collections and resources.
Monitor and evaluate the patron experience through qualitative and quantitative methods, developing project plans and initiatives to provide the highest quality service through the application of best practices and user research.
Ensure the library's online presence delivers an intuitive, cohesive experience that meets the needs of diverse user communities and showcases the full range of library services.
Lead product discovery and strategy initiatives with the Digital & Online Services Department to identify opportunities for improving digital experience and online services.
Assist with the development of policies and procedures related to online library services and technologies.
Oversee, schedule, train, and coordinate staff and contractors, assuming responsibility for recruiting, supervising, and evaluating staff and encouraging a learning environment.
Perform related duties and functions as assigned.
Minimum Entrance Qualifications
Education: A bachelor's degree from a recognized college or a master's degree in library and information science from an accredited library school or a related field is preferred. Exceptional training or experience may substitute for part or all of the educational requirements.
Experience: Five (5) years in digital product management, user experience design, or related fields, preferably in libraries, cultural institutions, or mission-driven organizations, including a minimum of two (2) years of supervisory or managerial experience. Experience with library technology platforms is preferred.
Demonstrated success implementing digital products or services that meet user needs.
Experience applying user research and data analytics to improve digital experiences.
Demonstrated strategic planning, collaboration, and inclusive leadership skills.
Demonstrated project management and problem-solving skills.
Ability to plan and supervise the work of others.
Excellent written and oral communication skills.
Ability to develop user-centered product strategies and roadmaps.
Strong skills in user research and translating insights into actionable plans.
Ability to translate broad business and user needs into clear requirements.
Experience with lightweight prototyping and testing of digital features to validate concepts and improve user experiences.
Ability to prioritize effectively and develop pragmatic solutions within existing resource constraints.
Knowledge of analytics platforms and tools.
Knowledge of library-specific platforms, including integrated library systems (ILS), discovery layers, and digital repositories.
Familiarity with web technologies, including content management systems, information architecture principles, responsive design, and digital accessibility standards.
CORI – Must successfully clear a Criminal Offenders Record Information check with the City of Boston.
Terms BOSTON RESIDENCY REQUIRED
Union/Salary Plan/Grade: PSA/P-5
Hours per week: 35
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Government Administration
#J-18808-Ljbffr