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Pierce County Library

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Customer Experience Director - Public Operations

Customer Experience

Tacoma, WA
ID: 927 - 485

Customer Experience Director- Public Operations

Pierce County Library System


Pierce County Library System is looking for an experienced and energetic leader to oversee, coordinate, and manage the public services, operations, and lead system wide projects of the Library's Customer Experience Department. This key position will work in coordination with the other Customer Experience Directors and Collection Management Director and serve on both the Administration and Leadership Teams. In addition to department direction, this role is responsible for oversight of Customer Experience Public Operations and will work under the direction of the Deputy Director of Public Services in the successful attainment of the Library System’s goals and objectives.



Pierce County Library System offers a compensation program which recognizes qualifications and experience relevant to each position. The starting pay is established typically within the hiring range below based upon the experience of the individual hired into the role. Our compensation package also includes annual increases for each additional year of experience and tenure in the role, up to the maximum (current year maximum outlined in pay grade range below). Eligibility for overtime is exclusive to positions which are FLSA status non-exempt below.


Hiring Range: $120,614.71- $139,822.02 per annually

Pay Grade Range: $120,614.71– $177,116.77 per annually

FLSA Status: Exempt

Position Status: Regular  

Hours Per Week: 40

Schedule: Monday- Friday- 9am- 5pm. Schedule subject to change. 

Union Status: Non- Represented


Candidate Submission Timelines:


Candidates: To be considered for this position please submit your resume and up to 4 additional attachments to display your knowledge, skills and abilities for consideration for this position no later than 5:00 p.m. on closing date below.

Closure Date: July 13th, 2022, 5pm 


Position Summary

In coordination with other Customer Experience Directors and Collection Management Director, oversees, plans, coordinates, manages, and directs the public services, operations and activities of the Pierce County Library System’s Customer Experience Department. In addition to department direction, is responsible for oversight of a functional area of Customer Expereince; such as, Staff Operations, Public Operations, or Programs and Services.  Works in conjunction with and under the direction of the Deputy Director of Public Services in the successful attainment of the Library System’s goals and objectives. Serves on the Administrative and Leadership Team. Leads system-wide projects. Supervises assigned staff and leaders.


Essential Functions


Class specifications are intended to provide a descriptive list of the range of duties performed by employee in the class. Specifications are not intended to reflect all duties performed within the job.

  • Develops, supports and ensures the implementation of multi-year public service plans with Regional Services Managers.
  • Develops and guides the Customer Experience Leadership Team (CELT) and is responsible for the CELT development of Customer Experience Supervisors.
  • Participates on the Administrative and Leadership teams, to set, direct and implement long-term and short-term strategies to achieve the vision of the Library as established by the Board of Trustees.  
  • Analyzes and manages system service requirements and priorities using performance metrics, feedback and utilization; recommends changes to improve operational efficiency and ensure the Library’s services appropriately meet the needs of the community as established by the Board of Trustees.
  • Positively reflects Pierce County Library’s mission, vision, and values to members of the public and to staff; represents the Library to and interacts with community groups, outside organizations, and the general public;
  • Accurately communicates the Library’s policies to Library employees and members of the public; oversees responses to public and staff inquiries and facilitates the timely resolution of issues. Participates in and oversees the development and implementation of policies and procedures.
  • Participates in the development and administration of the operational and capital budgets and work plan to support strategic goals of the Library and the needs of the community; manages resources including staff, approves and manages expenditures, and assures efficient and economical utilization of resources.
  • Coordinates with other Directors, departments, and libraries in planning, developing, and maintaining interdepartmental efforts including policies, procedures, and operational activities; oversees multi-department business projects. 
  • Oversees and directs departmental operations including administration, service delivery, community relations, project management, risk management and program development and implementation.
  • Participates in labor strategy, negotiations and collective bargaining processes  
  • Oversees and manages vendor relationships and contractual agreements.
  • Hires, trains, supervises, coaches, develops, engages, and evaluates the performance of assigned personnel in matters related to labor relations and the Collective Bargaining Agreement;
  • Ensures staff compliance with Library and departmental policies, procedures, service standards, regulatory requirements, and safety practices.
  • Stays appraised of contemporary issues, trends, and developments in the fields of public library services, assigned functional responsibility and other specific services as assigned. 
  • Demonstrates punctuality and regular and consistent attendance. 
  • Performs other related duties as assigned. 


Functional Areas for CED’s

Public Operations 

  • Oversees operations related to the direct delivery of services to the public. Includes public technology, public spaces, and public metrics. 
  • Selects, develops, and directs the work of assigned library regions through subordinate supervisors. 

Staff Operations 

  • Oversees operations related to staff’s readiness to provide services to the public. Includes staff technology and training, staff work spaces, and staff metrics. 
  • Selects, develops, and directs the work of assigned library regions through subordinate supervisors. 

Programs and Services 

  • Provides leadership and direction to adult, teen, and youth services.  
  • Facilitates strong relationships with Friends of the Library organizations, and a connection to the Pierce County Library Foundation. 
  • Oversees and directs the work of Initiative Managers. 
  • Oversees and implements services delivered to the community outside of the library. This includes mobile services, community partners, and community metrics. 
  • Supervises the Public Services Administrative Assistant Team


Supervisory Responsibilities

Reports to the  Deputy Director of Public Services; supervises managerial, supervisory and other assigned staff.


Core Skills & Qualities / Leadership Competencies

Employees are expected to demonstrate the following qualities at all times:

  • Customer Focus
  • Teamwork
  • Communications
  • Leadership
  • Problem Solving
  • Change and Learning
  • Positive Attitude
  • Professional Integrity
  • Diversity

Leaders are expected to demonstrate the following competencies at all times:

  • Builds Trustworthy Relationships
  • Communicates Effectively
  • Builds Successful Teams
  • Manages and Develops People
  • Achieves Results
  • Facilitates Innovation and Change
  • Demonstrates Leadership

Required Knowledge, Skills, and Abilities

The employee is expected to perform or possess the following:

Minimum Requirements including Education, License or Certifications:

  • Master’s Degree from an ALA accredited Library and Information Science program.
  • Five to seven years library management experience, including five years supervisory experience; OR
  • Any combination of education and experience which would provide the required knowledge and skills and allows successful performance of the job.
  • State of Washington Librarian Certification.
  • A valid Washington State Driver’s License.
  • Must pass local police and Washington State Adult/Child Abuse records check prior to hire.
  • The ability to work evenings and weekends on a rotating schedule and to adapt to schedule changes on short notice.

Technology Requirements:


  • Ability to effectively navigate basic electronic record creation and storage (e.g. timecard/HRIS, performance review, network drive storage)
  • Use of basic office equipment (e.g. PC, printer, phone, fax, mouse, security alarm)
  • Basic keyboard and alpha/numeric data entry skills
  • Basic PC navigation skills in a windows based environment; ability to connect and print
  • Ability to navigate, search and use basic web functions and applications
  • Intermediate MS Office Suite skills (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities
  • Experience with time and attendance systems or processes
  • Ability to collect, audit, analyze data sufficient to formulate recommendations and make decisions as required by position
  • Experience in ebook management (branch roles only)
  • Experience with Integrated Library System, Inventory or Data Management system (branch only)
  • Ability to document instruction, troubleshoot, and teach basic level MS Office Suite (e.g. Outlook, Word, Excel) to satisfactorily complete job responsibilities


  • Troubleshoot and teach basic level questions regarding the above
  • Presentation software
  • Work order systems
  • HR systems

Physical and Environmental Conditions:

Work is conducted in a normal office setting that provides comfortable lighting, temperature and air conditions. Occasional light lifting, such as three to four reams of paper, four or five books, or other library materials up to 35 pounds may be required. Subject to sitting and standing for extended periods of time, walking, bending, reaching, and lifting objects weighing up to 30-35 pounds. May lift or push up to 50 pounds as needed with assistance.

Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms, e.g. use of safe work place practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations.

Work may be performed in a library environment and involve regular contact with the public, and/or require push/pull loaded carts.

The above position description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

This position is located at 3005 112th Street East, Tacoma, WA. View the Google Map in full screen.