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Service Excellence and Safety Manager

University of Nevada, Las Vegas - University Libraries
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The University of Nevada, Las Vegas invites applications for Service Excellence and Safety Manager, UNLV University Libraries [R0147367]

ROLE of the POSITION

Reporting to the Associate Dean/Division Director, Research and Education, the Service Excellence and Safety Manager provides leadership and oversight of patron experience and safety operations within the University Libraries. The Manager oversees the Service Excellence and Safety unit in the UNLV University Libraries Research and Education Division and is responsible for the development of policies and procedures and managing their implementation, that will provide a level of protection and prevention that is appropriate for the scope, depth, an breadth of University Libraries’ staff, users, and assets within Lied Library and branches (School of Medicine Library, Architecture Library, Teacher Development Resource Library, and the Music Library) including supervision of 1 full time Security Officer (Safety Operations Coordinator) and indirect supervision of up to 10 student employees.  This position is responsible for fostering a collaborative environment, developing safety protocols, and supporting patron-focused services to enhance the experience and safety of all library users and staff. The Service Excellence and Safety Manager oversees the efficient and professional staffing and operations of Rebel Hours during evenings and exams, Fall and Spring semester breaks or as scheduled.

As the Service Excellence and Safety Manager, the incumbent works with library administration and staff throughout the University Libraries to provide services, develop and implement policies in a manner that ensures customer service excellence and provides a welcoming and safe environment for patrons. The incumbent works collaboratively with librarians and staff across the library system on matters related to safety and policy and coordinates communication and training to ensure customer service excellence and consistent application of safety policies and procedures across all University Libraries. 

PROFILE of the UNLV UNIVERSITY LIBRARIES

As a strong partner in research and student learning, UNLV Libraries fosters critical thinking and lifelong learning at one of the nation's fastest growing universities. University Libraries comprises Lied Library and four branch libraries and we are a gateway to more than 80,000 electronic journals, 1.2 million volumes, and 1.4 million e-books. We welcome individuals with diverse backgrounds to join our growing organization of over 120 experienced faculty librarians, professionals, and staff members. 

 

The Research and Education (RED) Division has seven departments (Library Liaisons Program, Educational Initiatives, Research, Innovation & Creation, Immersive Learning Initiatives, Access Services, Safety, and the Teacher Development & Resources Library), three branch libraries (Architecture Studies Library, Music Library, and Teacher Development & Resources Library), and has 40 staff members, of which 21 are library academic faculty. RED fosters collaborations that contribute to our users' academic success, research, and lifelong learning. This mission is realized through instruction of learners; partnerships with faculty to create an integrated information literacy-focused curriculum; provision of targeted information resources; expert, point-of need research assistance; and fostering competencies for lifelong inquiry.

 

UNLV UNIVERSITY LIBRARIES COMMITMENT to DIVERSITY

The successful candidate will demonstrate support for diversity, equity and inclusiveness as well as leading a respectful, positive work environment. The University Libraries values begin with our belief that everyone deserves a welcoming, inclusive, and equitable environment where they are treated with respect and dignity. The Libraries extends its commitment to diversity and equity in employment and especially welcomes applications from women, persons of color, persons with disabilities, persons of minority sexual orientation or gender identity, and others who contribute to diversification. 

 

MINIMUM QUALIFICATIONS

This position requires a Bachelor’s Degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA) and 3 years of experience as a security or safety officer or comparable recent professional experience. Master's degree in Library Science, Public Administration, Hospitality, or related field preferred. Credentials must be obtained prior to the start date.

  • Competence and sensitivity in working with individuals who are highly diverse regarding many facets of identity, including but not limited to gender, ethnicity, nationality, sexual orientation, ability, income, level of educational attainment, and religion.
  • Minimum 2 years customer service experience and a demonstrated knowledge of customer service excellence
  • Demonstrated knowledge of organizational safety and security operations
  • Excellent interpersonal and communication skills, both written and oral, facilitating open and effective communication, cooperation and teamwork with both internal and external constituents
  • High degree of initiative and self-motivation, strong time management, organizational and administrative skills.
  • Ability to complete tasks while exercising discretion, confidentiality, and judgement dealing with issues and individuals not only in developing and carrying out plans, but also in response to changing priorities and unanticipated situations.
  • Excellent critical thinking, analytical and problem-solving skills.
  • Demonstrated effectiveness to develop, implement, and oversee comprehensive customer service and safety strategies.
  • Demonstrated effectiveness in developing, presenting and training others in customer service excellence and safety
  • Proficient with Google Suite or related software to prepare reports and documentation.
  • Minimum of 3 years supervisory experience

PREFERRED QUALIFICATIONS

  • Security and/or safety experience in academic or research libraries, higher education institutions, or gaming and entertainment industry
  • Experience in conflict resolution or de-escalation 
  • 5 years supervisory experience 
  • 3 years customer service experience

COMMITMENT to DIVERSITY and CAMPUS VALUES

A successful candidate will support diversity, equity, and inclusiveness and contribute to a respectful, positive work environment. They will use our Campus Values to guide their decisions and actions and demonstrate our Rebel spirit.

SALARY

This is a full-time, 12-month, Administrative Faculty position at a Grade B. Minimum salary is $68,000. Salary is competitive with those at similarly situated institutions and dependent upon labor market. For more information on salary ranges please visit UNLV Salary Range.

 

In addition, University Libraries is committed to and helps fund professional development opportunities: each position receives annual allotment for professional development activities. 

 

BENEFITS OF WORKING AT UNLV

  • Competitive total rewards package including:
    • Paid time off, sick leave, and holidays
    • Excellent health insurance including medical, dental and vision
    • Comprehensive retirement plans and voluntary benefits programs
  • No state income tax
  • Tuition discounts at Nevada System of Higher Education (NSHE) schools
  • Tuition discounts for spouses, domestic partners, and dependents

 

PERKS

 

HOW TO APPLY

Submit a letter of interest, a detailed resume listing qualifications and experience, and the names, emails, addresses, and telephone numbers of at least three professional references who may be contacted. References will not be contacted until the search chair notifies you in advance.

Applicants should fully describe their qualifications and experience, with specific reference to each of the minimum and preferred qualifications because this is the information on which the initial review of materials will be based.

Although this position will remain open until filled, review of candidates’ materials will begin on Monday, June 9, 2025. 

Materials should be addressed to Service Excellence and Safety Manager Search Committee Chair, and must be submitted through Workday, as we do not accept emailed materials. For assistance with the application process, please contact UNLV Libraries Human Resources at (702) 895-2286 or library.searches@unlv.edu.

 

SPECIAL INSTRUCTIONS FOR INTERNAL NSHE CANDIDATES

UNLV employees or employees within the Nevada System of Higher Education (NSHE) MUST use the “Find Jobs” process within Workday to find and apply for jobs at UNLV and other NSHE Institutions. Once you log into Workday, type "Find Jobs" in the search box which will navigate to the internal job posting site. Locate this specific job posting by typing the job requisition number, “R0147367” in the search box.

 

If you complete an application outside of the internal application process, your application will be returned and you will have to reapply as an internal applicant which may delay your application.

 

PROFILE of the UNIVERSITY

Founded in 1957, UNLV is a doctoral-degree-granting institution comprised of approximately 30,000 students and more than 3,600 faculty and staff. To date, UNLV has conferred more than 152,000 degrees, producing more than 130,000 alumni around the world. UNLV is classified by the Carnegie Foundation for the Advancement of Teaching as an R1 research university with very high research activity, and is a recipient of the Carnegie Classification for Community Engagement. The university is committed to recruiting and retaining top students and faculty, educating the region's diversifying population and workforce, driving economic activity through increased research and community partnerships, and creating an academic health center for Southern Nevada that includes the launch of a new UNLV School of Medicine. UNLV is located on a 332-acre main campus and two satellite campuses in Southern Nevada.

Here at UNLV, we have come together and created one of the most affirmative and dynamic academic environments in the country. UNLV sits in the top spot in U.S. News & World Report's annual listing of the nation's most diverse universities for undergraduates. The university has ranked in the top ten since the rankings debuted more than a decade ago. We continue to show our commitment to serving our wonderfully diverse population and building the future for Las Vegas and Nevada.

For more information, visit us on line at: http://www.unlv.edu

 

EEO/AA STATEMENT

The University of Nevada - Las Vegas (UNLV) is committed to providing a place of work and learning free of discrimination on the basis of a person’s age (40 or older), disability, whether actual or perceived by others (including service-connected disabilities), gender (including pregnancy related conditions), military status or military obligations, sexual orientation, gender identity or expression, genetic information, national origin, race (including hair texture and protected hairstyles such as natural hairstyles, afros, bantu knots, curls, braids, locks and twists), color, or religion (protected classes). Discrimination on the basis of a protected class, including unlawful harassment, which is a form of discrimination, is illegal under federal and state law. Where unlawful discrimination is found to have occurred, UNLV will act to stop the unlawful discrimination, to prevent its recurrence, to remedy its effects, and to discipline those responsible. Women, minorities, and veterans are encouraged to apply.

 

TITLE IX STATEMENT

The University of Nevada, Las Vegas, does not discriminate on the basis of sex in any education program or activity that it operates. Non-discrimination on the basis of sex is mandated by Title IX of the Education Amendments of 1972 (20 U.S.C. §§ 1681 et seq.) and the corresponding implementation regulations (34 C.F.R. Part 106). The University’s commitment to nondiscrimination in its education programs and activities extends to applicants for admission and employment. Inquiries concerning the application of these provisions may be referred to: Michelle Sposito, J.D., Title IX Coordinator, University of Nevada, Las Vegas, 4505 S. Maryland Parkway, Box 451062, Las Vegas, NV 89154-1062, Frank and Estella Beam Hall (BEH) Room 553, Telephone: (702) 895-4055; Email: titleixcoordinator@unlv.edu, or to The Assistant Secretary of the United States Department of Education, U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue, SW, Washington, D.C. 20202-1100; Telephone: 1-800-421-3481 FAX: 202-453-6012; TDD: 1-800-877-8339; Email: OCR@ed.gov; or to both.  

Information pertaining to the University’s grievance procedures and grievance process, including how to report or file a complaint of sex discrimination, how to report or file a formal complaint of sexual harassment, and how the University will respond can be found online at the Office of Equal Employment & Title IX webpage.

 

SAFETY AND SECURITY STATEMENT

UNLV is committed to assisting all members of the UNLV community in providing for their own safety and security. The Annual Security Report and Annual Fire Safety Report compliance document is available online.

 

JOB CATEGORY

Administrative Faculty