National Account Manager

Customer Experience Library Operations Supervisor - MULTIPLE POSITIONS BELOW

Pierce County Library System

Hiring Range: **** $37.04 - $44.01 per hour; Pay Grade Range: $37.04 - $52.54 per hour

Compensation

Pierce County Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay is established typically within the hiring range below based upon the experience of the individual hired into the role. Our compensation package also includes annual increases for each additional year of experience and tenure in the role, up to the maximum (current year maximum outlined in pay grade range above). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.

FLSA Status: **** Non-exempt

Position Status: Regular

Union Status: Represented

Hours Per Week : 40 per week

Locations and Schedules:

Location | Sunday | Monday | Tuesday | Wednesday | Thursday | Friday | Saturday
---|---|---|---|---|---|---|---
South Hill | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | OFF | OFF
Graham | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05
Eatonville | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05
University Place | 9:35-6:05 | 10:35-7:05 | 10:35-7:05 | 10:35-7:05 | 10:35-7:05 | OFF | OFF
Milton | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05
Key Center | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05
Parkland | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | OFF | OFF
Summit | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05
Orting | OFF | OFF | 10:35-7:05 | 9:35-6:05 | 10:35-7:05 | 9:35-6:05 | 9:35-6:05

*Schedule is subject to change.

**Candidate Submission Timelines: **

NON-Transfer INTERNAL Candidates: 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 indicated below.

Submissions after the Closure Date below will not be considered.

• Internal Candidates Closure Date: Monday, February 23rd, 2026 at 5:00pm

Veteran Status: Applicants wishing to claim Veterans Preference should select the percentage that they qualify for, 5% or 10% during the application process. More information about Veteran’s Preference, such as the difference in percentage, can be found here and here. If you need more information please contact us at:View email address on click.appcast.io

Position Summary

Oversees the daily operations of an assigned library within the Pierce County Library System. Hires, trains, supervises, coaches, develops, engages, and evaluates the performance of assigned staff, including vendors, volunteers and contractors. **** Ensures high-quality, customer-focused library services that align with the Library’s strategic plan. Leads and coordinates a wide range of library operations within an assigned region, including scheduling, payroll, budget, customer service, staff supervision, customer behavior management, and facilities coordination. Assesses and analyzes complex situations and problems, identifies and implements logical solutions, and effectively integrates and manages multiple systems and priorities to ensure efficient library operations. Works collaboratively with public service supervisors, support departments, and other library leaders to ensure efficient use of resources. Leads development of staff capacity, maintaining service standards, guiding local collection efforts, and fostering community relationships. Member of the Regional Supervisory Team and actively participates in and contributes to overall leadership of region and regularly provides supervisor support to other locations.

Essential Job Functions

Each function below represents a core responsibility of the role. Percentages reflect the estimated time spent on each function.

Essential Function

|

Description

|

% of Time

---|---|---

Library Operations

|

Collaborates with the regional supervisory team to coordinate daily operations, including scheduling across the region to meet operational and customer needs.

Oversees and approves payroll time entries and leave requests, backing up other team members as needed.

Ensures compliance with policies, procedures, and service standards.

Oversees branch and regional initiatives, ensuring projects and reports are delivered on time, within scope, and in accordance with system priorities and standards.

|

30%

Employee Supervision & Development

|

Hires, trains, coaches, evaluates, and disciplines direct reports. Responsible for staff growth and morale and ensures alignment with strategic goals, policies, plans and standards.

Leads staff through organizational changes by facilitating and providing effective communication, ensuring implementation.

|

25%

Service Delivery

|

Models and develops staff in delivering high-quality customer service. Resolves non-routine patron interactions and monitors customer behavior.

Develops and guides staff in providing welcoming and inclusive spaces and services.

Guides staff in the successful delivery of information and readers’ advisory services, as appropriate to their role.

Guides assigned staff in supporting collection maintenance and merchandising within the branch, as appropriate to their role and in alignment with Collection Management best practices and guidelines.

Promotes, educates, and supports principles of Intellectual Freedom with staff and customers. Resolve related concerns or redirect them to an appropriate source.

Anticipates operational and service challenges and develops proactive strategies to enhance system effectiveness and community impact. Responds to inquiries and facilitates the timely resolution of customer complaints.

|

20%

Facilities Coordination

|

Oversees maintenance of branch facilities, grounds, and equipment.

Submits work orders and coordinates with support departments through completion.

|

10%

Fiscal Management

|

Tracks and monitors assigned budgets and produces reports. Aligns spending with system priorities, goals, and core offerings, ensuring responsible stewardship of resources.

|

10%

General Duties

|

Brings matters of public concern regarding waste, inefficiency, corruption, discrimination, and safety to the attention of Library Management.

Participates in system-wide initiatives and committees.

Collaborates with the Operations Coordinators in developing, recommending, and implementing policies and procedures for library operations.

Performs other duties as assigned or required.

|

5%

Secondary Responsibilities

These tasks are performed occasionally or in support of primary duties:

• May direct volunteer work.

• May collaborate with others internally, serve on other teams and committees

Core Competencies

• Customer Focus

• Teamwork

• Communication

• Leadership

• Problem Solving

• Change and Learning

• Positive Attitude

• Professional Integrity

• Diversity

Leadership Competencies

• Builds Trustworthy Relationships

• Communicates Effectively

• Builds Successful Teams

• Manages and Develops People

• Achieves Results

• Facilitates Innovation and Change

• Demonstrates Leadership

Required Qualifications

Combination of education and experience to demonstrate the knowledge, skills, and abilities to successfully perform the duties of the position, which may include:

• Bachelor’s degree and

• Three to five years library or customer service experience, with two years in a supervisory capacity.

• Must pass a background check.

• Ability to work evenings and weekends and adapt to schedule changes.

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

• Intermediate PC navigation skills in a Windows based environment; ability to connect to a device 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

• Ability to collect, audit, analyze data sufficient to formulate recommendations and make decisions as required by position

• Experience in ebook/e-collection and use

• Experience with Integrated Library System, Inventory or Data Management system

• Ability to document instructions, troubleshoot, and teach basic level MS Office Suite (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities

Preferred:

• Troubleshoot and teach basic level questions regarding the above

• Training curriculum development

• Presentation software

• Work order systems

• HR systems

Physical Requirements

• Ability to lift up to 35 pounds occasionally.

• Frequent sitting, standing, walking, and reaching.

• Use of standard office equipment.

• Must be able to lift and carry library materials and push/pull loaded carts.

• Work environment involves everyday risks or discomforts that require normal safety precautions.

Travel Requirements

• Travel within Pierce County for other library support, supervision, meetings, training, or events.

Reporting Structure

Reports to: Regional Services Manager

Supervises: Assigned staff

Benefits:

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

Required Skills

Required Experience