Public Services Director
Delaware County District Library, Powell, OH, United States
The Delaware County District Library is seeking a dynamic visionary to fill the position of Public Services Director to lead the heart of our Library’s patron-focused operations. This critical leadership role is responsible for all activities within the public service departments, including (5) Branches, the Outreach Department, and (2) Maker Studios; overseeing the work of more than 100 public-facing team members. As a key member of the administrative team, this position will provide operational oversight for multiple locations, ensuring the seamless delivery of high-quality library services to our ever-growing community. Additionally, this position will be at the forefront of the Library’s evolution, leading our teams to adapt to new trends and initiating process improvement that enhances the efficiency and quality of our customer-facing services.
The primary duties and responsibilities of this role include strategic leadership & reporting, operational oversight, innovation & advancement, process improvements, consistent communication, and team management. The ideal candidate will "open doors to imagination, knowledge, connection, and discovery", have an MLS or MLIS from an ALA-accredited institution, and have strong management skills, with experience overseeing multiple branches in a public library system being preferred. The starting salary range is $90,000 - $100,000, and depends on qualifications. This position will remain open until Sunday, April 26, 2026.
Delaware County, Ohio, located just north of Columbus, is one of the fastest-growing counties in the state and nation, with a population that has grown by more than 40% since 2010 and continues to increase by roughly 2% annually. The county is now home to more than 240,000 residents. As the fastest-growing county in Ohio, the community is experiencing rapid residential and commercial development, creating increasing demand for responsive, innovative public services that meet the needs of a diverse and expanding population.
Summary of Job Responsibilities Reporting to the Library Director, the Public Services Director is responsible for all activities related to the Library’s Public Service departments, including Branches, Outreach, Substitutes, and Maker Studios. Plans, coordinates, and manages the delivery of library services, and provides operational oversight of multiple Library locations. Leads locations in making significant advancements in Library services and adapting to new trends, programs, and services. Initiates process improvements to increase efficiency, effectiveness, and the overall performance of customer-facing services. Serves as a member of the Library’s Administration Team and participates as a member of the Management Team, contributing to the system-wide strategic planning and operational decision-making. The Public Services Director directly supervises the Branch Managers, the Maker Studio Supervisor, the Outreach Manager, and Substitute Associates.
Minimum Qualifications
MLS or MLIS from an ALA-accredited institution is required.
Five years of management experience, preferably in public libraries, with progressive levels of responsibility and supervision, is required.
Three to four years of related experience or any equivalent combination of experience that provides the required knowledge, skills, and ability is required.
Experience managing within a multibranch library is preferred.
Ability to work days, evenings, and weekends is required. The schedule may change, as the needs of the Library change.
The ability to travel between Library locations as needed is required.
Regular and predictable attendance is required.
Employment Contingencies
Must satisfactorily complete a background investigation.
Knowledge, Skills, and Abilities
Strong grasp of the principles of library and information science.
Extensive knowledge of library practices and trends in service.
Knowledge of current library computing practices, standards, and equipment.
Demonstrate ability to administer and manage Library services.
Demonstrate strong customer service skills, as well as knowledge of customer service standards and protocol across multiple library locations.
Knowledge of federal and state employment laws.
General knowledge of labor relations principles, practices, and procedures.
Knowledge of organizational development principles, strategic planning techniques, and change management practices.
Demonstrates strong leadership and supervisory skills, as well as knowledge of supervisory methods and techniques.
Demonstrate strong project management skills, as well as knowledge of project planning and techniques.
Ability to address and resolve patron and staff conflict and provide coaching to managers in preventing and resolving issues.
Strong technology skills and proficiency with office software, electronic databases, and digital resources.
Demonstrate ability to work independently, professionally, and effectively with minimum supervision and exercise independent judgment and decision-making when appropriate.
Ability to define problems, collect data, evaluate evidence, establish facts, and draw valid conclusions.
Ability to maintain confidentiality and use appropriate judgment in handling information and records.
Ability to set deadlines and clearly explain expectations.
Self-motivated with strong time management skills.
Ability to multitask and shift priorities as required.
Well organized with strict attention to detail.
Ability to communicate effectively in written and oral form.
Flexibility and adaptability.
Ability to interpret and apply Library policy.
Works well individually and as part of a team.
Duties and Responsibilities
Oversees delivery of customer-facing programs and services, and provides operational oversight to multiple Library locations and departments by developing and refining the processes that enhance patron services.
Evaluates and leads changes to library services, policies, and procedures to ensure consistent delivery of efficient and effective customer service standards.
Sets, implements, and oversees systemwide customer service standards and expectations.
Supports the execution of system-wide public service projects.
Implements new customer service initiatives systemwide, coordinating and ensuring staff are trained to effectively meet the needs of the customer and achieve desired results.
Responds to and resolves customer comments, concerns, and complaints.
Collaborates with Branches and Departments to ensure the safety and security of all customers and staff.
Supervises, directs, and evaluates the work of assigned staff, providing coaching, training, and development.
Develops performance standards to meet or exceed customer service goals and expectations, overseeing the execution within each Branch and Department.
Develops customer service metrics, performance measurement, and goal setting to deliver targeted and measurable outcomes.
Provides data analysis to management regarding public service-related issues or projects, and recommendations for improvement.
Advises on Library policies and best practices.
Makes recommendations for Branch, Department, and system improvements.
Represents the Library on the Central Library Consortium (CLC) at an appropriate level.
Identify and mentor staff who want to become leaders in the system.
Regularly evaluates position profiles, scope of work, and proposes updates as needed.
Plans and manages an annual budget for Branches, Outreach, and Maker Studios.
Stays up-to-date with new developments, best practices, participates in professional development events, and attends appropriate conferences/trainings.
Participates in the state library association and/or other professional organizations.
Attends meetings of the Board of Trustees.
Attends regular staff and committee meetings as assigned.
Supports and implements the Library’s Mission Statement, Vision Statement, Strategic Plan, and Customer Service Expectations. Contributes to the strategic and long-range planning for the Library system.
Performs other duties and tasks as assigned.
Note: The tasks listed above are illustrative, but not exhaustive, of the tasks performed by persons in this classification.
Working Conditions
All Library positions require some or varying levels of physical activity, including standing, walking, reaching, squatting, lifting, carrying, pushing, and grasping.
Ability to sit/stand and use a computer for extended periods and standard office equipment daily.
The majority of work is performed in a public building office environment.
Hybrid work is eligible, based on job duties/responsibilities and needs of the Library.
Ability to work and drive in adverse weather conditions.
Employees should be able to lift and/or carry 25 lbs. consistently and 75 lbs. occasionally.
Requires travel between Library locations as needed.
Requires the ability to work extended hours as needed.
Requires occasional evening and/or weekends as needed.
Requires periodic participation and attendance at events and trainings.
The Delaware County District Library is an equal opportunity employer. We do not discriminate against any applicant on the basis of race, color, ethnic origin, national origin, creed, religion, political belief, sex (gender, pregnancy, sexual orientation, and gender identity), marital status, age, genetic testing, armed service or veteran status, disabled veteran status, physical disability, or mental disability.
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The primary duties and responsibilities of this role include strategic leadership & reporting, operational oversight, innovation & advancement, process improvements, consistent communication, and team management. The ideal candidate will "open doors to imagination, knowledge, connection, and discovery", have an MLS or MLIS from an ALA-accredited institution, and have strong management skills, with experience overseeing multiple branches in a public library system being preferred. The starting salary range is $90,000 - $100,000, and depends on qualifications. This position will remain open until Sunday, April 26, 2026.
Delaware County, Ohio, located just north of Columbus, is one of the fastest-growing counties in the state and nation, with a population that has grown by more than 40% since 2010 and continues to increase by roughly 2% annually. The county is now home to more than 240,000 residents. As the fastest-growing county in Ohio, the community is experiencing rapid residential and commercial development, creating increasing demand for responsive, innovative public services that meet the needs of a diverse and expanding population.
Summary of Job Responsibilities Reporting to the Library Director, the Public Services Director is responsible for all activities related to the Library’s Public Service departments, including Branches, Outreach, Substitutes, and Maker Studios. Plans, coordinates, and manages the delivery of library services, and provides operational oversight of multiple Library locations. Leads locations in making significant advancements in Library services and adapting to new trends, programs, and services. Initiates process improvements to increase efficiency, effectiveness, and the overall performance of customer-facing services. Serves as a member of the Library’s Administration Team and participates as a member of the Management Team, contributing to the system-wide strategic planning and operational decision-making. The Public Services Director directly supervises the Branch Managers, the Maker Studio Supervisor, the Outreach Manager, and Substitute Associates.
Minimum Qualifications
MLS or MLIS from an ALA-accredited institution is required.
Five years of management experience, preferably in public libraries, with progressive levels of responsibility and supervision, is required.
Three to four years of related experience or any equivalent combination of experience that provides the required knowledge, skills, and ability is required.
Experience managing within a multibranch library is preferred.
Ability to work days, evenings, and weekends is required. The schedule may change, as the needs of the Library change.
The ability to travel between Library locations as needed is required.
Regular and predictable attendance is required.
Employment Contingencies
Must satisfactorily complete a background investigation.
Knowledge, Skills, and Abilities
Strong grasp of the principles of library and information science.
Extensive knowledge of library practices and trends in service.
Knowledge of current library computing practices, standards, and equipment.
Demonstrate ability to administer and manage Library services.
Demonstrate strong customer service skills, as well as knowledge of customer service standards and protocol across multiple library locations.
Knowledge of federal and state employment laws.
General knowledge of labor relations principles, practices, and procedures.
Knowledge of organizational development principles, strategic planning techniques, and change management practices.
Demonstrates strong leadership and supervisory skills, as well as knowledge of supervisory methods and techniques.
Demonstrate strong project management skills, as well as knowledge of project planning and techniques.
Ability to address and resolve patron and staff conflict and provide coaching to managers in preventing and resolving issues.
Strong technology skills and proficiency with office software, electronic databases, and digital resources.
Demonstrate ability to work independently, professionally, and effectively with minimum supervision and exercise independent judgment and decision-making when appropriate.
Ability to define problems, collect data, evaluate evidence, establish facts, and draw valid conclusions.
Ability to maintain confidentiality and use appropriate judgment in handling information and records.
Ability to set deadlines and clearly explain expectations.
Self-motivated with strong time management skills.
Ability to multitask and shift priorities as required.
Well organized with strict attention to detail.
Ability to communicate effectively in written and oral form.
Flexibility and adaptability.
Ability to interpret and apply Library policy.
Works well individually and as part of a team.
Duties and Responsibilities
Oversees delivery of customer-facing programs and services, and provides operational oversight to multiple Library locations and departments by developing and refining the processes that enhance patron services.
Evaluates and leads changes to library services, policies, and procedures to ensure consistent delivery of efficient and effective customer service standards.
Sets, implements, and oversees systemwide customer service standards and expectations.
Supports the execution of system-wide public service projects.
Implements new customer service initiatives systemwide, coordinating and ensuring staff are trained to effectively meet the needs of the customer and achieve desired results.
Responds to and resolves customer comments, concerns, and complaints.
Collaborates with Branches and Departments to ensure the safety and security of all customers and staff.
Supervises, directs, and evaluates the work of assigned staff, providing coaching, training, and development.
Develops performance standards to meet or exceed customer service goals and expectations, overseeing the execution within each Branch and Department.
Develops customer service metrics, performance measurement, and goal setting to deliver targeted and measurable outcomes.
Provides data analysis to management regarding public service-related issues or projects, and recommendations for improvement.
Advises on Library policies and best practices.
Makes recommendations for Branch, Department, and system improvements.
Represents the Library on the Central Library Consortium (CLC) at an appropriate level.
Identify and mentor staff who want to become leaders in the system.
Regularly evaluates position profiles, scope of work, and proposes updates as needed.
Plans and manages an annual budget for Branches, Outreach, and Maker Studios.
Stays up-to-date with new developments, best practices, participates in professional development events, and attends appropriate conferences/trainings.
Participates in the state library association and/or other professional organizations.
Attends meetings of the Board of Trustees.
Attends regular staff and committee meetings as assigned.
Supports and implements the Library’s Mission Statement, Vision Statement, Strategic Plan, and Customer Service Expectations. Contributes to the strategic and long-range planning for the Library system.
Performs other duties and tasks as assigned.
Note: The tasks listed above are illustrative, but not exhaustive, of the tasks performed by persons in this classification.
Working Conditions
All Library positions require some or varying levels of physical activity, including standing, walking, reaching, squatting, lifting, carrying, pushing, and grasping.
Ability to sit/stand and use a computer for extended periods and standard office equipment daily.
The majority of work is performed in a public building office environment.
Hybrid work is eligible, based on job duties/responsibilities and needs of the Library.
Ability to work and drive in adverse weather conditions.
Employees should be able to lift and/or carry 25 lbs. consistently and 75 lbs. occasionally.
Requires travel between Library locations as needed.
Requires the ability to work extended hours as needed.
Requires occasional evening and/or weekends as needed.
Requires periodic participation and attendance at events and trainings.
The Delaware County District Library is an equal opportunity employer. We do not discriminate against any applicant on the basis of race, color, ethnic origin, national origin, creed, religion, political belief, sex (gender, pregnancy, sexual orientation, and gender identity), marital status, age, genetic testing, armed service or veteran status, disabled veteran status, physical disability, or mental disability.
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