Operations Manager - Mercer Island

King County Library System • Mercer Island, WA

5d • Onsite

About The Position

King County Library System (KCLS) is seeking a resilient and adaptable Operations Manager (OM) for the Mercer Island Library. The ideal candidate will demonstrate exceptional customer service skills, uphold the principles of Intellectual Freedom, effectively serve diverse populations, and confidently engage with the public—even in challenging situations. The Operations Manager will focus on providing service at the Mercer Island Library but will also provide direct support to the KCLS Riverview Region staff and act as a member of the library management team serving all the libraries in the Riverview region (Issaquah, Newcastle, Mercer Island, Renton, Renton Highlands, and Skyway). The ideal candidate will be able to respond calmly in tense or emotionally charged interactions and set clear, respectful expectations with members of the public, supervise represented-staff, including day-to-day direction, coaching, and performance evaluations, build and maintain complex staff schedules, including daily coverage, substitute assignments, and Collective Bargaining Agreement requirements, document incidents accurately and exercises sound judgment about what to record and when to escalate, and support the delivery of library services consistent with KCLS's mission, vision, and values. The successful candidate will be able to assess and analyze situations and problems, logically find solutions, and successfully integrate and manage multiple systems and priorities to produce efficient library operations. KCLS has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge sharing center for over 1.5 million diverse patrons, providing an unparalleled collection of library materials, resources, technology, services, and programs. Approximately 1,000 engaged and passionate staff provide service in 50 community library locations and patron engagement using direct outreach, programs, and virtual assistance. Our service area includes cities, towns, tribal lands, and unincorporated districts of King County, with the exception of the city of Seattle. From a 2021-2022 comprehensive Diversity, Equity, and Inclusion (DEI) Assessment Demographics and Language Report, of the more than 1.5 million residents who live within the KCLS service area, almost half identify as Black, Indigenous, or People of Color (BIPOC). Moreover, roughly one-third of the KCLS community speaks a language other than English as their first language. The King County Library System values the diverse perspectives, lived experiences, and cultures of all qualified individuals. We seek applicants that reflect the diversity of the communities we serve and encourage individuals of all backgrounds to apply, including BIPOC (Black, Indigenous, and other people of color), immigrants, refugees, women, LGBTQIA+, individuals with disabilities, veterans, etc. KCLS welcomes reasonable accommodations for persons with disabilities as an opportunity to assist qualified individuals to participate in the job application or interview process and/or perform the essential functions of the position upon hire. Need an accommodation to apply or interview? Call [phone] or email [email protected]. KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.

Requirements

• Graduation from an accredited four-year college
• Four years’ experience in customer service, including decision making, problem solving, and conflict resolution.
• Supervisory and operations management experience or training preferred.
• Any equivalent combination of education and experience that provides the necessary qualifications to successfully perform the duties of the position will be considered.
• Working knowledge of management practices and principles of supervision including human resources policies and procedures.
• Knowledge of operations, circulation, and public service functions throughout a public library, preferred.
• Working knowledge of budgeting processes.
• Working knowledge and support of the principles of IF.
• Flexible and adapts to changing needs.
• Knowledge of scheduling for multiple staff and service points.
• Clearly, succinctly, and effectively communicates ideas verbally and in writing.
• Demonstrated communications and listening skills with diverse populations and staff.
• Conflict resolution skills
• Comfortable with difficult conversations
• Knowledge of resources and current library and office technologies relevant to the job duties.
• Assessing and analyzing situations/problems and logically finding solutions.
• Integrating and managing multiple systems to produce efficient operations.
• A valid Washington driver’s license and insurability as a driver for KCLS is required.

Nice To Haves

• Supervisory and operations management experience or training preferred.
• Knowledge of operations, circulation, and public service functions throughout a public library, preferred.

Responsibilities

• Serves as building manager and manages staffing and workflow, with primary responsibility for safe and efficient daily operations, including scheduling to meet operational and public service needs.
• Resolves operational issues and refers to appropriate resource when necessary.
• Promotes a collaborative, inclusive, equitable and positive library environment.
• Resolves staff and patron incidents, problems, concerns, and conflicts under Code of Conduct, Bans or Trespass procedures.
• Serves as primary contact and onsite resource for volunteers, vendors, Friends of the Library, community groups, security, and emergency services.
• Collaborates with Public Service Coordinators and department heads in developing, recommending, and implementing policies and procedures for circulation and operations.
• Models, promotes, and supports Intellectual Freedom (IF) principles with staff and patrons.
• Conducts inclusive conversations on IF principles and resolves related concerns or redirects to appropriate source.
• Implements initiatives and assists with regional communications as a member of regional management team.
• Engages staff in safety drills and oversees Safety Designate and site safety measures.
• Coordinates with ITS and Facilities staff and contractors regarding equipment and facility related needs.
• Submits related help desk tickets and tracks progress of requests and outcomes.
• Oversees and manages ordering of office and equipment materials and supplies.
• Applies all KCLS Human Resources policies and procedures, including workplace standards, leave, pay, and accommodation administration.
• Works with KCLS Human Resources to fill open positions.
• Communicates with discretion regarding staff and patron issues.
• Schedules and monitors required staff training for direct reports.
• Provides training for non-direct reports where applicable.
• Manages and approves payroll time entries and leave requests, backing up other team members as needed.
• Selects, coaches, trains, develops and manages performance for direct reports.
• Coaches, reviews and disciplines employees, floaters, and substitutes directly when necessary, and provides feedback to supervisors.
• Tracks and monitors assigned budgets.
• Produces reports for assigned facility and functions.
• Performs collection maintenance using system guidelines, lists, requests.
• Participates in committees, required training, staff meetings, etc.
• Performs direct reports’ work, as needed.
• Engages with the community and special population groups, as assigned.
• Provides informational and readers’ advisory assistance to patrons, as needed.
• Performs other related duties as assigned.

Benefits

• KCLS ensures equal opportunities and consideration for all job applicants, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
• KCLS does not tolerate discrimination or harassment during any stage of employment, including in recruiting, hiring, promotion, termination, leave of absence, compensation, or training.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager