Director of Customer Experience

Douglas County Libraries

Douglas County Libraries at Castle Rock, CO

Application Deadline

Open Until Filled


Not Specified


Littleton, CO





Minimum Education

Bachelor's Degree

Library Experience


Supervisory Experience


Type of Library


This job is more than 3 weeks old or the application deadline has passed.

Job Description

Douglas County Libraries elevate our community by inspiring a love of reading, discovery and connection.

The Director of Customer Experience will lead, coach, and facilitate our library's strategies toward consistently premium products and services. 

This position offices out of the Philip S. Miller Library in downtown Castle Rock, but will work throughout our libraries in Douglas County. Castle Rock is recognized as one of the fastest growing communities in the U.S. and is recognized for being a great place to work and live. With access to both typical suburban housing and a hip downtown vibe, Douglas County has something for everybody.  

The Director of Customer Experience reports to the Executive Director and is a teammate on our library's senior leadership team.  The team is accountable for customer focus, innovation, and results. If you are somebody who wants to use your knowledge and creativity to expand customer experience then this will be a fun job for you!  

For more information on this position or to view all of our exciting position you can visit: DCL Join Our Team.  For questions, you may call Heather Looney at 303-951-6383 or e-mail to set up a time to talk.  

Additional Info & Requirements

Leadership: The Director of Customer Experience is experienced and effective at working with a senior leadership team to align our staffing and budget reflecting our business strategy and tactics.
 -Communicate strategy, goals and tactical direction to customer facing leaders to ensure consistent execution of the single brand model of a premium experience offered by Douglas County Libraries.
-Synthesize information from various stakeholders and departments to provide focused and actionable information to customer facing departments.  
-Assist department/branch leaders to fulfill the expectations of their role by providing clear scope for decision making, definition of success and brand awareness. Remove obstacles to success while fulfilling the strategic plan. Strategize with direct reports to fulfill the strategic plan at the customer level.  
-Stimulate an environment that achieves a high degree of success and simultaneously satisfying the strategic plan. 

Strategic Planning and Innovation:  The Director of Customer Experience is experienced and comfortable in achieving a branded house instead of a house of brands – working toward a consistent, premium and branded delivery of products and services common to all our libraries.
-Collaborate with the Executive Director and other Directors to execute the Strategic Plan.
-Continually innovate, in collaboration with the Executive Director and other Directors. Continually look for opportunities to deliver premium services to the community. 
-Research and analyze practices and trends in the industry; identify and present opportunities that would be relevant to serve the unique customer base of Douglas County. 

The Director of Customer experience gathers data to align our business with customer expectations even for innovations that might resonate with customers beyond their current conception of the library. 
-Continually communicate and uphold the operational standards for delivery of a premium experience to all customers.  
-In collaboration with other DCL Leaders, ensure marked progress achieving the strategic plan by converting strategy into a tactical work plan with goals, timelines and appropriate measure for progress. 
-Establish standards and measures to deliver results related to objectives for a premium customer experience identified in the strategic plan. 

Technical Performance Accountabilities:
-Fluency in MS Office, Horizon and other industry related software. Ability to learn new software packages quickly and with a high degree of accuracy.
-Moderate to high degree of financial acumen for the purposes of budget creation and management. High degree of understanding of the relationship between expense and business planning and execution. 


The Community

The pioneer spirit, accompanied by the beauty of the mountains, foothills and plains, is gloriously evident in Douglas County.  In 1861, the Colorado Territorial Session Laws created Douglas County, named after Stephen A. Douglas. Known as the “Little Giant.”

Douglas County is virtually the geographic center of Colorado.  Located in the Denver South Metro area, Douglas County is one of the fastest growing areas in the state with over 303,000 in population. The County is approximately 843 square miles, of which 48,741 acres are permanently protected land through the Douglas County Open Space Program.  Recreational areas include more than 146,000 acres of Pike National Forest, Roxborough State Park, Castlewood Canyon State Park and the Chatfield State Recreation Area.

The County’s strength, as the centerpiece of the Denver/Colorado Springs development corridor, is a perfect blend of quality lifestyle and business environment.

Douglas County ranked particularly well in the household income, homeownership rate and educational attainment categories.  Combine those with our great location, excellent schools, outstanding libraries, wonderful weather and outstanding recreational and cultural opportunities, and you will understand why Douglas County is recognized for being one of the most family-friendly communities in Colorado, offering a quality of life unmatched elsewhere in the state. Douglas County has also been nationally recognized as a great place to live, work and raise a family.

Douglas County Libraries has been blazing a trail and thriving in Douglas County for decades, due very much to the generous support, patronage and growth of our community. Douglas County Libraries is the fourth largest library system in Colorado. Our mission is to be a passionate advocate for literacy and lifelong learning, and we play a vital role in the life of our community. We lend more than eight million books, CDs, DVDs, magazines, e-books, and audiobooks every year, including more children’s materials than any other Colorado library.

Our seven locations offer a large collection of popular materials, children’s books, reference materials, downloadable audio, video and e-books, wireless access, public computers for kids and adults, and friendly, professional staff. Study rooms and large public meeting rooms are available to the public. We offer reading programs for all ages, used book sales, more than 75 Storytimes each week, writing groups, book clubs and a wide variety of fun and interesting programs for all ages.

Online resources include research databases, homework help, the library catalog, downloadable audiobooks and e-books, account access for reserving and renewing items, reading recommendations, links to Douglas County history and community information. We also offer reference assistance via phone, email or text, and access to accounts and many services.

We are excited to respond to our community’s growth and demand for innovative new library spaces and services. Our new libraries are Castle Pines Library, Castle Pines, CO; Lone Tree Library, Lone Tree, CO; and  Parker Library, Parker, CO – Stop in at any of our libraries and be amazed!

Posted Nov 6, 2019