Digital Experience Manager

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.

Responsibilities

• Under the leadership of the Chief of Digital & Online Services, assists with the strategic development and reliable operations of the library's digital ecosystem, including websites, mobile applications, vendor platforms, and authentication systems. Ensures consistent service delivery while improving user experience, discovery, and Partner with key internal and external stakeholders to advance digital services in alignment with library priorities and strategic goals.
• Liaise with vendors to ensure vendor responsiveness to library needs, driving the development of new and enhanced features, with a focus on user experience, accessibility, and service quality.
• Collaborates on prototypes and experimental feature development to test new ideas and approaches for improving the user experience within BPL's digital platforms. Uses iterative design and rapid development methodologies to validate concepts before full implementation.
• Partners with public service departments including Research Services, Community Learning, Reader's Advisory, Collection Management, and other library departments to enhance discovery for their audiences. Develops strategies to improve user pathways, streamline access to collections and resources, and create more intuitive interfaces accessible to all users.
• Monitors and evaluates the patron experience through qualitative and quantitative methods. Develops project plans and initiatives to provide the highest quality service through the application of best practices and user research.
• Ensures 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.
• In collaboration with the colleagues in the Digital & Online Services Department, leads product discovery and strategy initiatives to identify opportunities for improving digital experience and online services.
• Assists with the development of policies and procedures related to online library services and technologies.
• Oversees, schedules, trains, and coordinates staff, contractors, and assumes responsibility for recruiting, supervising, and evaluating staff, and actively encourages the participation of staff members in the ongoing commitment to serving the public. Encourages a learning environment in the department.
• Performs related duties and functions as assigned.

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. In exceptional instances, training and/or experience may be substituted for part or all of the educational requirements.
• Experience: Five (5) years of experience in digital product management, user experience design, or related fields, preferably in libraries, cultural institutions, or mission-driven organizations. Must include a minimum of two (2) years supervisory and/or management experience. Experience with library technology platforms is preferred.