Patron Experience (Customer Service) Manager
Division: Patron Experience (PX)
Supervises: Service Desk Supervisor, Outreach & Communications Specialist, and Adult, Teen, Youth, & Tech Arts Librarians
Reports to: Library Director
FLSA Status: Exempt; Full-time
Pay Grade: 19 or 20
Summary Description
The Patron Experience (PX) Manager is responsible for the Library’s customer service division, shaping vision into practice. Designs, delivers, and evaluates all public services. Acts as the Library’s cross-functional advocate, championing patron feedback across teams and services to drive continuous improvement. Provides leadership and supervision to division staff at all service points. Achieves key results under the Library's strategic plan. Puts the Library’s organizational values and professional ethics into daily practice.
Essential Functions - Employees are accountable for all duties of this job.
Division Leadership & Strategy
- Supports the Director in implementing the Library’s strategic plan by translating vision and service goals into actionable plans.
- Serves on the leadership team; develops initiatives that advance Library objectives; coordinates with the Operations Manager and others to formulate and interpret management decisions, directions, and procedures for staff and the public.
- Identifies needs/service gaps in the community; uses data analysis to drive quality improvements.
- Oversees the design and implementation of programs & outreach, integrating collections and technology in traditional and innovative ways.
- Creates, exemplifies, and maintains staff standards for service desks, programs, outreach, and communications.
- Manages PX goals, metrics, and performance measures; provides regular division reports.
- Represents the Library at local events and meetings; develops partnerships that expand community connections and pop-up events, increasing Library access and enabling alternative delivery methods.
Supervision: Staff & Services
- Oversees the daily operations of all areas of the PX division's functions: patron accounts, service desks, makerspace, programs, special events, collection development (in collaboration with the acquisitions team) & merchandising, outreach, community relations, and digital marketing.
- Sets expectations and inspires PX staff involvement in organizational progress through collaborative problem-solving processes.
- Hires, supervises, and coaches division staff; provides clear performance feedback; evaluates training needs and provides appropriate learning opportunities; conducts performance reviews, discipline, and termination procedures. Recognizes accomplishments.
- Ensures PX volunteers receive effective training and oversight.
Administrative Duties
- Attends and actively participates in all Library board meetings; assists in developing Minutes; provides research for planning purposes; facilitates trustee development and staff relations.
- Establishes protocols for patron safety, conflict de-escalation, and the fair and impartial enforcement of the Library's code of conduct. Effectively handles escalated patron concerns.
- Oversees scheduling, conducts team meetings, and ensures productive engagement and two-way communication with staff.
- Manages division budget, resources, payroll, purchasing and contract oversight, and prepares annual budget requests.
- Operates in accordance with Board policies; develops procedures to align governance and operations. Keeps division procedures current; makes recommendations for future improvements.
Other Duties
- Attends regular staff, division, team, and one-on-one meetings.
- Participates in professional training and development.
- Provides occasional service-desk shifts, program hosting, and outreach duties.
- Performs other related duties as required.
Knowledge, Skills & Abilities
Communication & Relationship Management
- Excellent communication and public speaking skills. Models tact, diplomacy, and active listening.
- Demonstrates civility and professionalism in relationships across differences. Treats others with respect.
- High EQ: Self-aware and able to navigate others' emotions. Builds collaborative relationships.
- Models expected behaviors. Accepts feedback from others. Delivers constructive feedback through candid dialogue. Builds trust.
Customer Service / Library Principles
- Expertise in customer service management and project oversight.
- Data-driven decision-making; proficient in developing and analyzing KPIs to best serve patrons.
- Responds to the needs of a diverse community by applying data and research to improve services.
- Knowledge of public library principles and best practices; Advocates for intellectual freedom; handles confidential information with discretion and integrity.
Leadership
- Exercises considerable initiative and independent judgment in meeting objectives.
- Strong and effective conflict resolution skills. Creatively negotiates, persuades, and handles stressful situations positively; promptly identifies and resolves problems.
- Commits to long hours of work when necessary to reach goals. Continuously improves skills.
- People-first coach and mentor, developing and coordinating staff. Delegates work effectively.
Technical Skills
- Excellent computing skills, including Google products, Zoom, Adobe, and other software.
- Proficient with Patron Relationship Management or CRM platforms, customer segmentation and data analytics systems, Integrated Library Systems, or other large databases/SaaS applications.
Education & Experience
Requires a combination of education, formal training, and work experience that produces the knowledge, skills, and ability to perform the position’s essential duties and responsibilities.
- Required: Bachelor's Degree and 6 years of progressively responsible supervisory experience in a customer service environment; Fluent written and spoken English; Colorado Driver’s license.
- Desired: Master’s Degree in Library Science or 10 years of professional library management experience; 5 or more years of experience in essential job functions; Bilingual in English and Spanish.
Working Environment
- Schedule varies according to the Library's needs, including weekends, evenings, daytime, and some holidays.
- Significant daily screen time at a computer, sitting or standing.
- Frequent listening and speaking with patrons, staff, community partners, and vendors.
- Frequent regular movement, light lifting, transporting materials, and other physical activities.
- Regularly drives to and works in various locations in the Estes Valley and out of town.
- Regular requirements include standing, walking, crouching, stooping, squatting, twisting, climbing, pushing/pulling up to 50 pounds, and lifting up to 25 pounds.
- Regularly works in shared staff spaces with fluctuating noises, odors, and indoor temperatures.
- Regularly uses changing workplace technologies and equipment; occasionally uses tools that are sharp, hot, or that may otherwise pose potential safety risks.
Occasionally retrieves items with bags or by pushing a cart to and from outside book drops, sometimes in inclement weather.
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This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Duties, responsibilities, or qualifications may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. The Estes Valley Library is an essential part of the community and an equal opportunity employer.
