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Customer Services Manager (40 hrs). Whitehall Branch
Columbus Metropolitan Library —Columbus, OH
- $54,163.20 - $72,758.40 a year
- Full-time
- Mid-level
- Office
- Windows
- Health insurance
- Dental insurance
3h

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Senior Product Manager- Academic Library Management Services

OCLC -
Dublin, OH

Apply Now

Job Details

Full-time

Benefits

Paid parental leave
Health insurance
On-site gym
Tuition reimbursement
Adoption assistance
Parental leave
Loan forgiveness
Retirement plan

Qualifications

Customer communication
Product development project management
Library management software
Data interpretation
Collection management
Cross-functional team management
Cross-functional communication

Full Job Description

Together we make breakthroughs possible.

At OCLC, we build technology with a purpose: to connect libraries and make knowledge accessible worldwide, because we believe that what is known must be shared. Our teams work with complex global datasets, AI and machine learning, hybrid cloud solutions, and other technologies that connect people and organizations to the information they need. We value the power of unique perspectives and experiences to unlock innovation. At OCLC, your ideas matter, whether you have two years of experience or 20. You’ll learn, create, and problem-solve with technologists, product developers, librarians, researchers, marketing pros, and support teams around the world.

Why join OCLC?

OCLC is consistently recognized as a best place to work by several independent programs. We recognize and reward people and results with a comprehensive Total Rewards package. This means competitive compensation that reflects your unique contributions—performance, experience, and skills—along with exceptional benefits, including best-in-class health coverage, retirement plans with generous company contributions, and a commitment to your overall well-being.

We know the best ideas don’t always happen at a desk. Take a walking meeting around our 100-acre campus or enjoy lunch on the patio. We’re committed to your success—both personally and professionally. Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs.
Free use of our on-site ﬁtness center, gym sports, group exercise classes, and game room
Onsite catering and cafeteria subsidized by OCLC
Health and wellness events
Work environments with individual and team spaces and the latest technology tools
Paid parental leave and adoption assistance
Tuition reimbursement and Public Service Loan Forgiveness eligibility
Company-subsidized pricing on local tickets and memberships

Join us in transforming how people everywhere access information and be part of a mission-driven team that makes a global impact.

The job details are as follows:

The Senior Product Manager is a strategic leader responsible for shaping the future of libraries worldwide.

This visionary product leader thrives at the intersection of strategy, innovation, and execution. This position defines the strategy, drive releases, collaborate across global teams, and ensure our digital services deliver exceptional value to our users and stakeholders.

Strategic Leadership

Defines and owns the product vision, strategy, and roadmap.
Serves as the subject matter expert and thought leader.
Partners with senior leadership to align product goals with organizational strategy and market opportunities.
Represents OCLC at industry events, conferences, and customer forums.
Manages relationships within the user community, user groups, and provides training and support to the sales and support team; may assist in significant sales calls

Product Development & Execution

Leads the end-to-end product lifecycle: from discovery and ideation to launch and iteration.
Collaborates with engineering, UX, marketing, and sales to deliver high-impact features and enhancements.
Uses data-driven insights, customer feedback, and market trends to inform prioritization and product decisions.
Collaborates with business development and sales teams to respond to Requests for Proposals (RFPs).
Develops pricing strategies and product positioning plans which contribute to maximizing product growth.

Customer & Market Focus

Engages with customers, partners, and internal stakeholders to deeply understand market needs.
Monitors competitive landscape and emerging technologies to identify opportunities for differentiation.
Drives customer adoption, satisfaction, and retention through continuous improvement and innovation.

Team & Stakeholder Management

Leads and mentor a global team of product analysts and cross-functional contributors.
Fosters a culture of collaboration, accountability, and continuous learning.
Communicates product plans, progress, and performance to internal and external stakeholders.

Qualifications

Required

Bachelor’s degree in a relevant field or equivalent experience.
7–10+ years total experience in product management or closely related fields
2–4+ years of experience managing people (e.g., product managers, product owners, or cross-functional teams)
Proven success managing complex data-centric products with cross-functional teams.
Strong analytical, strategic thinking, and decision-making skills.
Excellent communication and stakeholder engagement abilities.
Familiarity with library automation systems and library processes around collection management and patron services

Preferred

Experience in the library, archives, or cultural heritage sectors.
Knowledge of OCLC products and services.
Experience with AI/ML, data visualization, or workflow automation tools.

Success Metrics

Year-over-year growth in product adoption and revenue.
Increased customer satisfaction and retention.
Timely delivery of roadmap initiatives and feature enhancements.

This position requires travel to customer and non-customer sites (15%).

Apply Now

Refine Your Search

library manager jobs in columbus

Senior Product Manager- Academic Library Management Services

Community Manager

Product Manager, Semantic Search for Academic Libraries

Customer Services Manager (40 hrs). Whitehall Branch

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Why join OCLC?

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