Director of Customer Experience

The Tulsa City-County Library (TCCL), a cornerstone of learning, discovery, and community engagement since 1961, seeks a forward-thinking, operationally astute, service-oriented, and empowering leader to serve as its next Director of Customer Experience (DCE). Serving one of the nation's largest library systems, with 24 locations, the DCE will play a pivotal role in shaping exceptional customer experiences, strengthening systemwide service excellence, and leading teams that make a meaningful difference in the lives of thousands of residents every day.

Reporting to the Chief Operating Officer, the Director of Customer Experience provides direction and leads a team of seven senior staff members, including four Regional Managers and the Central Library Manager, and serves as a key member of the Tulsa City-County Library's leadership team. In this highly visible role, the Director provides strategic and operational leadership for service delivery across all 24 library locations, ensuring a consistently exceptional experience for customers throughout the system.

The Director of Customer Experience (DCE) will provide excellent leadership, empowerment, and accountability for a team of five Regional and Central Library Managers, the Director of Community Engagement, and the Director of Collection Management. With deep library operational knowledge and experience, the DCE will ensure excellence in leadership and customer service across all libraries, with a deep commitment to responsiveness, outreach, and engagement. As a data-savvy strategist, the Director will ensure that library services and customer engagement are meeting the evolving needs of Tulsa's diverse community of current and future patrons of all ages and backgrounds; and will identify trends and new technology and practices that keep the TCCL relevant over time.

As TCCL rapidly expands its library locations, the director will ensure consistency and community-minded leadership in all locations to advance and align with the long-standing mission and the strategic goals for TCCL. To learn more, view the full Leadership Profile here .


Contact

DSG Global has been exclusively retained for this engagement, which is being led by Beth Schaefer, Managing Director, and Laurie Casteen, Managing Associate. To express interest in this role, please submit a compelling cover letter and resume by filling out DSG's Talent Profile . All inquiries and discussions will be considered strictly confidential.

Compensation and Benefits

This is a full-time, on-site position based in Tulsa, Oklahoma. Salary is competitive and commensurate with experience. The salary range for this role is $96,000 - $120,000 with a comprehensive benefits package designed to support physical, mental, and financial wellness.

Tulsa City-County Library is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans.)

The Tulsa City-County Library is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion (ED&I). The library is committed to ensuring a positive and professional working environment in which all people are treated with respect and dignity.