Director Of Customer Service Jobs in Bothell, WA

Employment Opportunity

Director of Public Services

Sylvan Way

ANNOUNCEMENT NUMBER: 0726-35

GENERAL DESCRIPTIONThis is a senior management position that serves as a part of the Kitsap Regional Library Leadership Team. Under the general oversight of the Library Director, an incumbent is responsible for the strategic leadership and operational oversight for the Public Services Division, including branch operations, Mobile Services, Patron Experience, and Community Engagement. Reporting to the Library Director, this position is responsible for advancing exceptional customer experiences, ensuring effective service delivery, and supporting organizational goals through collaborative leadership, innovation, and continuous improvement. The Director oversees managers and staff across multiple locations, manages divisional resources, and exercises a high degree of independent judgment in guiding service strategies, operational priorities, and organizational initiatives. QUALIFICATIONS AND EXPERIENCE· Education: Master of Library and Information Science (MLIS) or comparable public administration master's degree with equivalent public-sector tenure.· Experience: Minimum 5–7 years of progressively responsible public library management experience, with specific exposure to multi-site or county-wide logistical infrastructure. Extensive experience managing budgets and complex personnel issues in a large library system. Proven track record as an agent of positive change and strategic executionBENEFITS & SALARY

Employees regularly scheduled 20 or more hours per week are eligible to participate in our medical, dental, vision, basic life, AD&D, long term disability insurance plans, health reimbursement arrangement (HRA), as well as our employee assistance program. Additionally, all employees regularly scheduled 20 or more hours per week receive 13 paid holidays throughout the calendar year. Employees in this position earn 15 days per year of vacation leave over the course of their first year, 13 days of sick leave, and 1 personal day each year.

Kitsap Regional Library participates in the Washington State Public Employees Retirement System (PERS). Employees are automatically eligible for the plan if they work a minimum of 16.25 hours per week (or 70 hour per month) during five months per year for two consecutive years.

Offers to new employees are expected to be between $119,985.02 - $166,087.32 depending on required and relevant experience and in alignment with internal equity.

ESSENTIAL FUNCTIONS

Any of the following duties may be performed. These examples are not necessarily performed by all incumbents, however, and do not include all specific tasks an incumbent may be expected to perform.

DUTIES: Demonstrates excellence in our core competencies, which are centered on our values:

• Curiosity: Learning Agility, Critical Thinking & Judgement, Innovation & Improvement
• Equity: Inclusive Communication, Relationship & Team Effectiveness, Accountability & Integrity
• Service: Customer Service & Operational Excellence, Collaboration & Stewardship, and People Development.

• Strategic Planning and Operations:
  • Develop and implement short- and long-range strategic plans for public services and service delivery.
  • Align divisional priorities with organizational goals and community needs.
  • Lead operational improvements through data-informed decision-making, change management, and continuous improvement practices.
  • Manage special projects and strategic initiatives as assigned by the Library Director.
• Leadership & Organization Development:
  • Lead, develop, and support managers and staff to achieve organizational goals and deliver high-quality public service.
  • Foster a culture of accountability, collaboration, inclusion, innovation, and continuous learning.
  • Provide coaching, mentorship, and professional development opportunities that strengthen leadership capacity and employee engagement.
  • Model professionalism, ethical conduct, and effective decision-making.
• Financial and Resource Management:
  • Develop, administer, and monitor assigned budgets.
  • Evaluate service levels, performance metrics, and operational outcomes to ensure effective stewardship of library resources.
  • Recommend and implement policies, procedures, and operational standards that support organizational effectiveness.
• Policy Administration and Safety:
  • Interpret, communicate, and implement library policies and administrative procedures.
  • Ensure compliance with applicable regulations and organizational standards.
  • Oversee safety and security practices for public-facing operations and collaborate with community partners, property owners, public agencies, and service organizations to maintain safe and welcoming library environments.
• Community and Stakeholder Engagement:
  • Interpret, communicate, and implement library policies and administrative procedures.
  • Ensure compliance with applicable regulations and organizational standards.
  • Oversee safety and security practices for public-facing operations and collaborate with community partners, property owners, public agencies, and service organizations to maintain safe and welcoming library environments.
• Service Excellence:
  • Ensure consistent delivery of high-quality customer service across all public service locations and channels.
  • Support the development and implementation of programs and services that respond to evolving community needs.
  • Promote service standards that foster welcoming, inclusive, and engaging patron experiences.
• Performs other related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to maintain regular and reliable attendance.
• Knowledge of the principles and practices of management and demonstrated ability to develop and maintain effective working relationships with library staff, the Library Board, library users, Library Friends, library foundation, building owners, community groups, media representatives, vendors, and consultants.
• Ability to strategically develop and manage both short and long-term planning efforts.
• Knowledge of library financing, fundraising, budgeting, and budget management.
• Knowledge of and experience successfully managing and leading projects.
• Knowledge of and the ability to apply the principles and practices of supervision, including the ability to select, develop and motivate staff and create a positive team environment.
• Knowledge of integrated library systems.
• Ability to navigate ambiguity and competing priorities effectively.
• Ability to identify and address current and future patron and library needs.
• Ability to communicate confidently and effectively verbally and in writing with a diverse patron base and staff, using diplomacy where necessary.
• Ability to effectively write and edit a variety of written materials for internal and external publication.
• Ability to collaborate across division lines, as well as be an effective advocate for public services issues.
• Ability to be a decisive and consistent decision maker. Skilled in utilizing thoughtful analysis, sound judgement, and data-informed decision-making when making such decisions.
• Ability to be an effective, active listener.
• Ability to effectively demonstrate professional level public speaking and presentation skills before staff special interest groups, funding sources, the news media, and others.
• Ability to operate standard office equipment, perform required data entry proficiently and utilize computer software and specialized programs.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a staff member to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work is carried out within a generally accessible, safe, indoor environment with frequent staff and public interactions. This position involves light physical demands in an office environment with significant computer and telephone use. The incumbent must be able to work in a shared team area.

LIBRARY EXPECTATIONS

Listed below are expectations of all library employees:

• Excellent customer service for patrons and co-workers.
• Knowledge and support of Kitsap Regional Library's principles of intellectual freedom.
• Knowledge and support of Kitsap Regional Library's policies and procedures.
• Ability to work effectively within a team.
• Ability to adapt to rapidly changing information, technology, work procedures and library services.
• Ability to maintain confidentiality in dealing with patron and/or employee records.

SCHEDULE

This is a full-time position scheduled for 40 hours per week. The schedule is typical Monday through Friday office hours but may include weekends and evenings as needed. Please note that schedules are subject to change to meet the needs of the library.

APPLICATION INSTRUCTIONS

To apply for this position and future positions, please visit our website at KRL.org and select "Careers" located at the bottom of the page. This position is open to all and will remain open until filled.