Director OF Customer Experience

Join Gail Borden Public Library as our full-time Directorof Customer Relations and play a key role in creating exceptional experiences for everyone who walks through our doors. As a department leader, you’ll shape the vision and direction of Customer Relations while overseeing budgeting, staffing, procedures, and daily operations. You’ll lead and inspire the Customer Relations team, set meaningful department goals, and foster a welcoming, service-focused environment. This is a highly visible, hands-on leadership role where you’ll have the opportunity to connect with customers, support your team, solve problems, and help make the library experience outstanding for our community. Primary job duties include, but are not limited to: Lead the Customer Relations Department, including staffing, training, budgeting, and day-to-day operations. Set goals and long-range plans for the department, working closely with library leadership. Build a positive team culture and look for ways to make daily operations more efficient and effective. Manage the hiring and supervision of Customer Relations staff, with a focus on team development and performance management to ensure high-quality customer service delivery. Actively participate as a frontline member of the team assisting customers. Investigates customer concerns and complaints, and ensures appropriate resolutions are identified and implemented. Serves as Person-in-Charge. Partners with other departments and library leaders to keep services consistent and running smoothly. Qualifications: Bachelor’s degree from an accredited school - MLS/MLIS degree welcomed but not required. Minimum of five years of experience in public library service, including supervisory experience. Hours (37.5 hours/week), Exempt: Schedule may include weekday, evening, and weekend hours. $80,000 to $83,000 + Excellent Benefits. Offers will be made within this range based on experience, qualifications, and internal equity. #J-18808-Ljbffr