Purpose: Reporting to the Customer Experience Manager, the Customer Experience Supervisor oversees the delivery of services that foster vibrant and engaging library experiences at Douglas County Libraries (DCL). This position supports consistent service across the district and collaborates with the Customer Experience team and cross-departmental partners to meet strategic goals and assists the department manager in executing district-wide strategic plans.
Essential Duties and Responsibilities
Functional Expertise (40%)
- Serves as a member of the branch leadership team and as a leader for DCL to advance library services in Douglas County.
- Exemplifies attentive onsite leadership in the library branch and provides public service alongside staff 20-25% of work time each week.
- Shares advanced knowledge and leads with enthusiasm and excitement for providing a premium customer experience and creating a vibrant library.
- Coordinates Person-in-Charge (PIC) learning, supports and models PIC functions, and provides branch-specific PIC tours and training.
- Takes ownership of the CARE service model and floor expectations, embraces innovation and experimentation, finds new ways to create connections with the community, and creates a sense of discovery and magic in the branch.
- Applies data insights and industry best practices to improve team operations and support staffing needs.
Supervision (30%)
- Leads team hiring, training, development, discipline, and performance management; approves timecards and time-off requests promptly.
- Provides clear direction, ongoing feedback, and consistent support to align team performance with DCL’s brand, values, and priorities; maintains timely documentation per performance feedback expectations.
- Encourages a supportive, collaborative team culture that promotes accountability, engagement, shared success, and retention.
- Responds to operational or critical incidents as the first line of support; provides on-call coverage as scheduled.
Leadership / Team Operations (25%)
- Implements departmental processes and services in alignment with DCL policies, procedures and goals; provides backup support to the manager as needed.
- Utilizes effective communication, organizational skills, and a growth mindset to support operational effectiveness and change initiatives.
- Understands annual department budget priorities and uses resources efficiently.
- Fosters collaborative, cross-functional relationships to support departmental goals.
- Participates in Library Leadership and district-wide initiatives; represents DCL externally, as required.
Other Duties (5%)
- Develops proficiency in relevant industry and organizational technology.
- Engages in DCL’s performance feedback process and meets departmental expectations, policies and procedures.
Performs other duties as assigned.
One DCL Commitment: It is an expectation of each employee that you will live and exemplify Douglas County Libraries Brand, Culture and Values of welcoming to all, continual growth and authentic relationships.
Benefits:
Douglas County Libraries (DCL) is a Colorado PERA Member Employer, so you will be enrolled in Colorado PERA. For details on member benefits go to www.copera.org
Elective DCL benefits include:
- Health Care Plans: medical, dental & vision
- Voluntary Plans: Accident, Critical Illness, Short Term, and Long Term Insurance
- Life and Accidental Death & Dismemberment coverage
- 401k & 457 plans (through CO PERA)
- Legal-ID Shield
Additional DCL benefits include:
- Holiday Pay
- Paid Time Off
- Sick Time Off
- Leaves of Absence for Qualifying Events
*Benefits are subject to change
Requirements
Experience and Qualifications:
Required
- Bachelor’s degree
- Three years of library experience
- One year of supervisory experience
- Basic skills in Microsoft 365 or other productivity, collaboration, and cloud-based services software. Ability to learn and apply new technologies.
Preferred
- Master’s degree
- Five years of library experience
- Three years of supervisory experience
- Leadership and customer service experience
A combination of experience and education will be considered.
Physical Requirements: Must have a reliable method of transportation between all DCL locations. Must have the physical ability, stamina, mobility and manual dexterity to support a 7-day a week operation. Work at computer stations repetitively and for extended periods. Participate in meetings and events at various locations and at varied times throughout the day. Ability to read as small as 8pt font.