Customer Experience Deputy Director

Position Summary

Leads and directs strong customer and community-centric library service development, design, delivery, and evaluation for the Pierce County Library System; oversees the development and implementation of strategies, priorities, plans, policies, and procedures for delivery of quality services and engagement; participates in system-wide planning; addresses and resolves customer inquiries and complaints; represents the Library to the community and staff; and supervises assigned personnel.

Essential Functions

Class specifications are intended to provide a descriptive list of the range of duties performed by employee in the class. Specifications are not intended to reflect all duties performed within the job.

• Ensures the delivery of high-quality, customer-focused services with innovation in becoming a more equitable, diverse and inclusive environment of belonging; assists in ensuring the Library’s services are delivered appropriately to meet the needs of the community.
• Develops and creates long-term strategies to achieve the vision of the Library as established by the Board of Trustees.
• Manages, develops, and supports multiple managers in achieving departmental and personal goals to ensure success of Library goals.
• Participates in the strategic and long-range planning for the operation and future development of the Library System and individual branch library facilities.
• Oversees and directs departmental operations including staffing, administration, service delivery, community relations, and program development and implementation.
• Directs the development, implementation, and administration of departmental plans, capital projects, policies, and procedures; establishes Branch Services goals, priorities, and levels of service.
• Serves on the Labor Strategy Team and participates in labor negotiations and collective bargaining processes.
• Reviews and evaluates departmental policies; implements changes necessary to improve operational efficiency, service delivery and use, and customer service.
• Develops and administers departmental budgets; monitors and authorizes expenditure.
• Oversees multi-department and customer experience projects.
• Hires, trains, supervises, coaches, disciplines and evaluates the performance of assigned personnel; ensures staff compliance with Library and departmental policies, procedures, and service standards.
• Responds to staff inquiries and provides technical guidance and operational advice.
• Manages critical and higher level customer concerns; responds to public inquiries and facilitates the timely resolution of customer issues, problems, and complaints.
• Coordinates Public Services activities with other Library departments; uses collaborative project development and stakeholdering approach.
• Represents the library to and interacts with community groups, outside agencies, and the general public; builds and maintains positive community partnerships.
• Coordinates with various community groups regarding the development and implementation of special library programming and services.
• Oversees and maintains partnerships with Friends of the Library organizations;
• Serves as a member of the Library Administrative Team.
• Stays apprised of trends and developments in the field of public library operations.
• Demonstrates punctuality and regular and consistent attendance.
• Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management.
• Accurately communicates the Library’s policies to members of the public in all job-related contacts.
• Positively reflects Pierce County Library’s mission, vision, and values to members of the public and to staff.
• Performs other duties as assigned or required.

Additional Duties and Responsibilities

Reports to the Executive Director; supervises management, professional and other staff as assigned. Supervises and manages multiple management level staff.

Core Skills & Qualities / Leadership Competencies

Employees are expected to demonstrate the following qualities at all times:

• Customer Focus
• Teamwork
• Communications
• Leadership
• Problem Solving
• Change and Learning
• Positive Attitude
• Professional Integrity
• Diversity

Leaders are expected to demonstrate the following competencies at all times:

• Builds Trustworthy Relationships
• Communicates Effectively
• Builds Successful Teams
• Manages and Develops People
• Achieves Results
• Facilitates Innovation and Change
• Demonstrates Leadership

Required Knowledge, Skills, and Abilities

The employee is expected to perform or possess the following:

Minimum Requirements including Education, License or Certifications:

• Master’s Degree in Library Science, and
• Five to seven years management experience in a multi-branch public library environment; OR
• Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
• State of Washington Librarian Certification is required.
• A valid Washington State Driver’s License is required.
• Must pass criminal background screening prior to hire.
• The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes on short notice is required.
• Public library operations, programs, and services.

Supervisory principles, practices, and methods.

• Branch Services policies, procedures, and service standards.
• Current trends and developments in the field of Public Library services.
• Circulation and reference principles and practices.
• Union relations principles and contract negotiation processes.
• Processes for preparing and administering budgets.
• Computers and Windows-based software.
• Customer service standards and protocols.
• Strategic oversight and direction for delivery of Library service operations.
• Facilitating the delivery of high-quality, customer-focused library services to the community with innovation in becoming a more equitable, diverse and inclusive environment of belonging
• Participating in the development of Library plans, policies, and procedures.
• Responding to customer inquiries and complaints; and representing the Library to the community.
• Developing and administering budgets and monitoring expenditure.
• Supervising, leading, coaching, and delegating tasks and authority.
• Communicating effectively verbally and in writing.

Technology Requirements:

Required:

• Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS, performance review, network drive storage)
• Use of basic office equipment (e.g. PC, printer, phone, fax, mouse, security alarm)
• Basic keyboard and alpha/numeric data entry skills
• Basic PC navigation skills in a windows based environment; ability to connect and print
• Ability to navigate, search and use basic web functions and applications
• Intermediate MS Office Suite skills (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities
• Experience with time and attendance systems or processes
• Ability to collect, audit, analyze data sufficient to formulate recommendations and make decisions as required by position
• Experience in ebook management (branch roles only)
• Experience with Integrated Library System, Inventory or Data Management system (branch only)
• Ability to document instruction, troubleshoot, and teach basic level MS Office Suite (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities

Desired:

• Troubleshoot and teach basic level questions regarding the above
• Presentation software
• Work order systems
• HR systems

Physical and Environmental Conditions:

Work is conducted in a normal office setting that provides comfortable lighting, temperature and air conditions. Occasional light lifting, such as three to four reams of paper, four or five books, or other library materials up to 35 pounds may be required. Subject to sitting and standing for extended periods of time, walking, bending, reaching, and lifting objects weighing up to 30-35 pounds. May lift or push up to 50 pounds as needed with assistance.

Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms, e.g. use of safe work place practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations.

Work may be performed in a library environment and involve regular contact with the public, and/or require push/pull loaded carts.

The above position description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

Benefits:

• Sick Leave
• Medical, Dental, and Basic Life Insurance
• Long-Term Disability Insurance
• Vacation
• Employee Assistance Program
• State Retirement System
• Employees have an opportunity to participate in the Tax Sheltered Annuity Program
• Additional life insurance for the employee and family is available through payroll deduction

Requirements to be considered for this position: Please submit your resume and up to 4 additional attachments to display your knowledge, skills and abilities for consideration for this position no later than 5:00 p.m. on closing date (above). Submissions after the deadline will not be considered.