Brooklyn Public Library

  • Director, Customer Experience

    Posted Date 1 week ago(2/14/2020 3:48 PM)
    Job ID
    # of Openings
    Customer/Public Service
    Location Name
    Customer Experience
  • Overview

    The Director of Customer Experience at Brooklyn Public Library is responsible for conceptualizing, developing and implementing exceptional customer experience strategies across all locations.  The Director evaluates every touchpoint which the library creates where a patron connects with the library’s human or material resources, both physical and virtual. Specific responsibilities include establishing and overseeing system-wide service standards, especially those pertaining to reference, circulation and collections.  Additionally, this individual will lead, design and deliver customer service training and development, as well as analyze and support the development, implementation, and ongoing enhancements to customer service delivery.  This leader will bridge cross-functional teams in Brooklyn Public Library to achieve consistent, meaningful communication and create a unified interaction with the customer. The Director will also oversee the Circulation department. 


    Under the leadership of the Chief Librarian, this position will lead a team of stakeholders from across the Library to develop, deliver and maintain a customer service excellence plan, focused on developing an exceptional customer service experience for library users at all touchpoints.  This includes:

    • Establish and oversee a shared set of customer service excellence standards across BPL via a customer service plan
    • Assess and address critical gaps in existing customer policies, standards, practices, tools and training
    • Establish staff and patron advisory groups to help evolve customer service standards over time
    • Work with the Human Resources department to address skills gaps and training needs
    • Work with the Marketing and Communications department to create branch libraries that are welcoming in their design
    • Act as the lead liaison to BookOps in all areas of collection management, including overall monitoring and direction of the collections budget and vison for e-content acquisition
    • Give direction and support to circulation unit on yearly system-wide inventory projects
    • Provide leadership to cross-departmental Digital Strategy Committee in order to set project priorities for the group
    • Provide oversight of the circulation unit, responsible for effective and updated processes and policies governing patron account management and materials circulation and handling
    • Work collaboratively with the IT department to evaluate ILS related customer enhancement technology and products and make appropriate recommendations for purchase and implementation
    • Participate in other Brooklyn Public Library projects as directed by the Chief Librarian


    • MLS from an ALA accredited library school, or related degree
    • Five years supervisory or administrative experience in a large public library system, with a demonstrated awareness of library trends, directions, and best practices
    • Substantial experience working in a multicultural urban environment, demonstrating increased responsibility and leadership of multiple units
    • Demonstrated skills in oral and written communication including the ability to make a presentation to a community group or other audience. Proven ability to interpret and apply library policy; to analyze and solve problems; to generate new ideas; to organize and manage complex activities and budgets; and to formulate and carry out a coordinated plan of effective service
    • Willingness to learn, adapt, participate in professional activities and expand on professional knowledge
    • Working knowledge of Integrated Library System to manage circulation and user information as well as familiarity with e-resources and key Microsoft applications
    • Familiarity with principles of Collection Development
    • Excellent leadership and management skills
    • Successful track record of supervising and collaborating with staff in a manner that is flexible and supportive yet ensures accountability
    • Demonstrated project management skills
    • Demonstrated ability to initiate and implement change
    • Demonstrated experience developing and delivering exceptional customer service strategies
    • Knowledge of and proficiency using emerging technologies to drive education and programming initiatives to benefit users of all age groups



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