LibraryJobline

Wage:  $3,157.88 to $3,947.38 biweekly 

Job Type: Full Time

Closing Date: 8/31/2025 or until filled

Purpose: Reporting to the Director of Customer Experience, the Customer Experience Manager oversees the Customer Experience department for Douglas County Libraries (DCL). This position leads customer service operations across all branches, ensuring consistent service delivery, efficient workflows, and effective team performance. This role works effectively with the Customer Experience Management Team, the Senior Leadership Team, and cross-departmental teams to achieve set goals. 

Essential Duties and Responsibilities: 

Functional Expertise (35%) 

• Possesses advanced knowledge of the department’s model, services, and technologies. 
• Develops and updates the district’s customer service model; works with DCL managers to attain and uphold premium level of service to internal and external customers. 
• Oversees department services, and along with department staff, identifies staff training and technology needs, and ways to improve the customer experience.  
• Stays abreast of current trends in libraries, museums, and other relevant industries. 
• Provides floor coverage and/or serves as Person-In-Charge on an as-needed basis, in coordination with other branch leaders. 
• Applies data insights and industry best practices to optimize departmental operations and guide staffing strategy. 

Supervision (25%) 

• Oversees department hiring, staffing, training, discipline, and performance management; develops supervisors to lead high-performing teams; approves timecards and time-off requests promptly. 
• Provides functional direction, ongoing feedback, and consistent support to align department performance with DCL’s brand, values, and priorities; maintains timely documentation per performance feedback expectations. 
• Fosters a supportive, engaged department culture that drives accountability, collaboration, productivity and retention.  
• Responds to escalated or critical incidents and provides on-call support as needed. 

Leadership / Department Operations (35%) 

• Manages departmental operations, priorities, and workplans in alignment with DCL policies, procedures, and goals; provides backup support to the director as needed. 
• Applies strategic thinking, effective communication, and a proactive approach to strengthen operations and lead change initiatives.  
• Develops the department budget and manages resource allocation; ensures timely, accurate invoice submission per purchasing guidelines. 
• Evaluates, selects, and manages vendor relationships to support departmental services.   
• Develops collaborative, cross-functional partnerships to advance departmental and organizational priorities. 
• Contributes to Library Leadership, division 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 exemplify Douglas County Libraries Brand, Culture and Values of welcoming to all, continual growth and authentic relationships.

Requirements

Experience and Qualifications:  

Required 

• Bachelor’s degree.  
• Five years of professional library experience, preferably in a public library. 
• Three years of supervisory experience. 
• Intermediate skills in Microsoft 365 or other productivity, collaboration, and cloud-based services software. Ability to learn and apply new technologies.    

Preferred 

• Master’s degree in library science or related field. 
• Seven years of professional library experience, preferably in a public library. 
• Five years of supervisory 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 work-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.