Director of Customer Experience

the client seeks a forward-thinking, operationally astute, service-oriented leader to serve as its next Director of Customer Experience. In this highly visible role, the director will shape exceptional customer experiences, strengthen systemwide service excellence, and lead teams that make a meaningful difference for residents across a 24-location library system. Reporting to the chief operating officer, the Director of Customer Experience will provide strategic and operational direction for service delivery across all locations. The director will lead a team of senior staff, including regional and central managers, and will ensure a consistently exceptional experience for customers throughout the system. The role also includes empowering managers and fostering accountability while maintaining a strong focus on responsiveness, outreach, and engagement. With deep library operational knowledge and experience, the director will ensure leadership excellence and high-quality customer service across all libraries. The director will serve as a data-savvy strategist, helping ensure services and engagement meet the evolving needs of a diverse patron community of all ages, and will identify trends and new technology and practices that keep services relevant over time. As the system expands, the director is expected to maintain consistency and community-minded leadership aligned with the organization’s mission and strategic goals, while supporting a culture of equity, diversity, and inclusion. Confidential