Director of Customer Experience

Description

Wage: $4,589.60 to $6,119.47 bi-weekly

Job Type: Full Time

Closing Date: 9/20/2024 or until filled *please apply via Douglas County Library website

Location: Hybrid

Purpose: The Director of Customer Experience is responsible for executive level leadership of our library’s public-facing service delivery at each of our service locations. This multi-dimensional, high functioning position leads and manages the District’s primary service priorities, our overall customer service, and materials handling logistics. As an integral member of DCL’s senior leadership team, the Director of Customer Experience must sustain effective relationships with colleague division directors and senior managers to craft, translate, evaluate, adapt, and pivot business strategy toward targeted outcomes and results. This position manages complex projects, leads our library through continual change, and is responsible for multiple budget lines, budget tracking, and preparation.

Essential Duties and Responsibilities:

35% Leadership/Functional Expertise/Focus:

• Mitigates organizational risk due to customer service failures.
• Maintains a working knowledge of peer DCL divisions.
• Plans, leads, models, and executes premium customer service.
• Collaborates, communicates, and coordinates with the Director of Infrastructure Services toward a high level of facility maintenance, first-rate collections, and optimal technology products.
• Efficiently and effectively adjusts schedules, staffing, and work plans to achieve support goals.
• Develops internal staff skills and culture to respond to changing business plans and community needs.
• Learns, uses and applies industry and organization-specific technology as needed.

25% Executive Level Team Contributor:

• Coordinates work across divisions to achieve premium results.
• Sustain 1DCL – brand, culture, strategy, and work plan.
• Prepares, tracks, and manages budgets to achieve long-term service, capital, and talent goals.

20% Strategy and Business Planning:

• Communicates clearly and frequently the needs and values surrounding strategic moves and decisions.
• Gathers data and analyzes business outcomes to plan for the future.

20% Supervision and Talent Modeling:

• Recruits, interviews, hires and trains new department staff.
• Recommends salary increases, promotions, transfers, or terminations.
• Handles discipline and terminations in accordance with organizational human resources practices.
• On call in crisis situations.
• Ensures that team consumes, understands, and effectively utilizes organizational communication.
• Provides direction, support, feedback, and leadership to direct reports.
• Ensures brand compliance and excellent internal and external customer service in interactions with customers and staff.
• Ensures that team aligns with organizational goals and values.
• Engages in the DCL performance feedback system, provides frequent feedback and support to individual team members to align work and behaviors with
• DCL brand, values and priorities, maintains documentation in Paylocity, develops and retains high quality employees.
• Promptly approves timecards and time off requests.
• Performs other related duties as assigned and requested.

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.

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
• Extended Illness time off
• Leaves of Absence for Qualifying Events

*Benefits are subject to change

Requirements

Required

• Bachelor’s degree
• Ten years of work experience
• Five years of supervisory experience
• Ability to independently lead a customer service team in a library or similar municipal or service-sector business.
• Work effectively with colleague managers and directors to craft, evaluate, adapt, and pivot business strategy toward desired outcomes.
• Ability to travel and work remotely or at any of our Douglas County service locations.
• Executive level facility and skill with desktop and web-based technology tools.

Preferred

• Master’s degree

A combination of experience and education will be considered.

Physical Requirements: Must have a reliable method of transportation between all DCL locations. Participate in meetings and events at various locations and at varied times throughout the day.