Chief Public Services Officer

KANSAS CITY PUBLIC LIBRARY•Kansas City, MO

10h

About The Position

The Chief Public Services Officer (CPSO) is a strategic partner to the Chief Executive Officer (CEO) and provides executive leadership and organizational oversight for public-facing library services, programs, and experiences. The role advances the Library’s mission, strategic priorities, and community impact by supporting equitable, responsive, and high-quality service delivery across the Library system, while promoting innovation, collaboration, accountability, and continuous improvement. Reporting to the Chief Executive Officer or their designee, the CPSO provides strategic leadership and executive oversight for Branch Operations, Central Library, Special Collections, Outreach, Readers’ Services, and Youth and Family Engagement. The CPSO works with the Executive Team, Library Board of Trustees, staff, community partners, and stakeholders to advance organizational priorities and embed diversity, equity, inclusion, accessibility, and belonging into public service planning, programs, and delivery. The position may represent the CEO or Executive Deputy Director and assume delegated leadership responsibilities in their absence. This is a full-time, exempt position with a starting salary of $138,731, plus excellent benefits. The position operates in a professional office and community environment, with regular interaction with donors, board members, staff, volunteers, civic leaders, and community partners. Evening and weekend work may be required, local travel is required, and occasional regional or national travel is possible.

Requirements

Bachelor’s degree in library science, public administration, education, social sciences, organizational leadership, or a related field, or an equivalent combination of education and experience.
At least seven years of progressively responsible senior leadership experience overseeing public services, community engagement, educational programming, library operations, or related functions in public service, library, nonprofit, governmental, civic, educational, or community-based organizations.
Demonstrated executive-level leadership experience overseeing public services, community engagement, programming, or related organizational functions.
Experience providing executive leadership for multiple public service functions, including areas such as branch operations, outreach, youth services, community engagement, programming, readers’ services, or collections access.
Experience leading strategic priorities, service improvement initiatives, organizational change efforts, or cross-functional projects.
Proven ability to manage budgets, allocate resources strategically, and align multiple departments with organizational priorities.
Experience working with governing boards, public officials, community partners, and organizational stakeholders.
Strong analytical and problem-solving skills, including the ability to assess complex public service challenges and develop effective solutions.
Knowledge of public library services, community engagement strategies, program development, and emerging trends in public librarianship.
Ability to analyze service usage patterns, community needs, and operational data to inform improvements to services and programs.
Exceptional verbal and written communication, presentation, relationship-building, and collaboration skills.
Ability to work effectively with the CEO, Library Board, Executive Team, staff, community partners, public officials, and stakeholders.
Sound judgment, discretion, integrity, and ability to manage sensitive and confidential information.
Demonstrated commitment to diversity, equity, inclusion, accessibility, belonging, and equitable, inclusive, community-centered leadership.
Ability to mentor, coach, and support directors responsible for public service departments.

Nice To Haves

Master’s degree in Library and Information Science (MLIS), Public Administration, Education, Organizational Leadership, Nonprofit Management, or a related field.
Experience in a large urban public library system or other mission-driven public service organization.
Experience leading large, multi-site public service operations serving diverse communities.
Experience leading system-wide service strategies, innovation initiatives, and organizational transformation efforts.
Knowledge of Kansas City’s civic, governmental, educational, and nonprofit landscape.

Responsibilities

Serve as a member of the Executive Team and contribute to Library-wide strategy, planning, policy development, resource alignment, service innovation, and organizational decision-making.
Advise the Chief Executive Officer and Executive Team on public service effectiveness, patron experience, community engagement, service delivery, trends, emerging community needs, and service opportunities.
Represent the Library and assume delegated leadership responsibilities in the absence of the Chief Executive Officer or Executive Deputy Director.
Lead public service planning and implementation in partnership with the Executive Team to advance the Library’s strategic plan and organizational priorities.
Integrate diversity, equity, inclusion, accessibility, and belonging into public service leadership, planning, programs, policies, and practices.
Promote a culture of service, accountability, collaboration, innovation, and continuous improvement.
Lead public service strategy, implementation, evaluation, and continuous improvement initiatives.
Establish and oversee system-wide goals for branch operations, patron experience, program delivery, community engagement, and service excellence.
Translate organizational strategy into actionable public service priorities, implementation plans, and measurable outcomes.
Oversee system-wide public service performance measurement and reporting, and use assessments to recommend improvements to community impact, service quality, accessibility, and patron engagement.
Collaborate with Executive Team members and department leaders to identify opportunities, address challenges, and improve service outcomes.
Participate in organizational strategic planning and facilities planning initiatives.
Provide executive oversight and strategic guidance for the Central Library, Branch Operations, Youth and Family Engagement, Readers’ Services, Missouri Valley Special Collections, Outreach, and related public service functions.
Align departmental goals, initiatives, budgets, staffing plans, and resources with organizational priorities.
Drive innovation, service development, and cross-functional alignment across public service divisions.
Oversee the development, implementation, and evaluation of public service models, programs, and service standards.
Ensure consistent application of public service policies, procedures, and expectations across locations and departments.
Oversee policies related to library services, public spaces, patron engagement, and access to resources; champion the Library Bill of Rights and policies supporting equitable access, intellectual freedom, user privacy, and public service excellence.
Ensure organizational systems, policies, procedures, and operational standards support equitable access, exceptional patron experiences, and organizational effectiveness.
Lead, coach, and support directors and senior leaders responsible for public service functions; promote coordination across divisions and departments.
Partner with the Chief Operating Officer to align service delivery with operational capacity, facilities, collections, safety, compliance, and financial stewardship.
Partner with the Chief Impact and Strategy Officer to align services, programs, evaluation, and community outcomes with strategic priorities.
Represent the Library in community, civic, governmental, educational, and professional settings.
Build and maintain relationships with schools, community organizations, public agencies, cultural institutions, and community partners; support collaborative initiatives advancing the Library’s mission and priorities.
Promote awareness of Library services, programs, and community impact, and advocate for equitable access to information, learning, and opportunity.
Work with the CEO and Executive Team to support Library Board of Trustees and Foundation Board of Trustees priorities, engagement, and strategic initiatives.
Foster a collaborative, inclusive, accountable, and high-performing organizational culture.
Support leadership development, succession planning, and professional growth; promote practices that strengthen employee engagement, communication, and belonging.
Serve as an executive liaison to employee resource groups as assigned.
Perform other duties as assigned in support of the Library mission and strategic priorities.