Brooklyn Public Library

Returning Candidate?

Manager of Passport Services

Manager of Passport Services

Job ID 
# of Openings 
Posted Date 
Location Name 
Passport Services Central

More information about this job


The Manager of Passport Services oversees the operations of all library passport acceptance facilities. The manager will ensure that all performance requirements are upheld to the standards designated by the State Department and that BPL’s policies & procedures are enforced. The Manager will also liaise with multiple internal and external stakeholders to meet customer service and revenue goals. This position reports to the VP, Public Safety Department.



  • Oversee operations at all library passport locations and ensure excellent performance that meets/exceeds all policies, requirements and standards
  • Establish and oversee a shared set of customer service excellence standards across all passport acceptance locations through continual performance improvement activity.
  • Assess and address any critical gaps in policies/procedures, staff performance and standards in an effort to promote efficiency and effectiveness
  • Provide timely deliverables and performance related data to allow adequate monitoring, oversight, and performance measurement of passport services
  • Conduct continuous improvement activities to enhance the customer experience
  • Hire, manage and train new passport acceptance agents
  • Resolve customer-related problems and staffing concerns using sound judgment and decision making skills
  • Respond rapidly to surge requests and provide the appropriate levels of qualified staff
  • Responsible for submitting timely reports and statistics as required to BPL departments and to the Department of State
  • Prepare & manage staff schedules and submit payroll data
  • Stay abreast of current events as they relate to passport requirements, domestic & international travel and state & federal guidelines
  • Will be required to execute passport applications as needed
  • May attend external trainings, workshops or conferences as needed
  • May be requested to provide formal and informal briefings to visitors
  • Additional duties as required


  • Associates Degree required; Bachelor’s Degree preferred
  • A minimum of 3 years of customer service experience
  • A minimum of 3 years of management experience
  • Must take & pass the US State Department as a Passport Acceptance Agent certification course within two weeks of hiring
  • Successful track record of managing and collaborating with staff in a manner that is flexible and supportive yet ensures accountability
  • Communicate clearly and concisely, verbally and in writing
  • Collaborative team player with project management skills
  • Demonstrated experience developing and delivering exceptional customer service strategies in a fast moving environment
  • Demonstrated excellence in communication skills for negotiating, presenting and resolving complex issues and responding effectively to sensitive inquiries and complaints
  • Exceptional problem solving, analytical and organizational skills
  • Proven, professional presence that commands the respect and trust of customers and employees at all levels with the organization
  • Proven ability to interpret and apply library policy and regulatory requirements designated by the US State Department
  • Commitment to maintaining confidentiality standards
  • Possess flexibility and adaptability in reacting to new situations or when working in a new environment
  • Strong attention to detail and multi-tasking skills
  • Advanced understanding of MS office applications (Excel, Word, Outlook, and PowerPoint)
  • Ability to prioritize workload for large teams
  • Ability to work in a fast-pace environment
  • Ability to work weekends & varying shifts
  • Ability to listen, capture and translate new challenges coming from consumers and colleagues interfacing them
  • Must possess & maintain NYS Driver’s License with a good driving record
  • Travel required to all locations
  • Fluency in another language is desirable
  • Physical requirements: ability to sit/stand for extended periods of time; filing; moving/boxing material; walking; and driving between facilities