Patron Services Manager

Laramie County Library System • Cheyenne, WY

1d

About The Position

LCLS is excited to embark on a journey of operational changes going from a Circulation Services Division to Patron Services Division as part of a new strategic plan and is looking for an enthusiastic, innovative, and motivated Patron Services Manager to lead the change. As a member of the LCLS Leadership Team, this role will work with this team to lead, define, and assess the work of existing teams across the organization to ensure consistency and effectiveness to better serve our community.
JOB SUMMARY
The Patron Services Manager leads the Patron Services Division and envisions, develops, and sets the strategic direction for systemwide patron services and ensures a consistent, high-quality patron experience across all locations. This role provides leadership, supervises staff, and collaborates across divisions to implement strategic priorities and workplans.

Requirements

• Bachelor’s degree from an accredited college or university and five years of relevant library experience, or equivalent combination
• Two years of supervisory experience, including hiring, training, coaching, and performance management
• Valid driver’s license or the ability to obtain one within six months
• Strong project management and software proficiency
• Working knowledge of public library operations
• Effective supervisory, training, and communication skills
• Ability to work flexible work schedules including weekends and evenings

Nice To Haves

• Master’s degree of Library Science (or equivalent) from an ALA-accredited institution
• Public library experience

Responsibilities

• Leads the Patron Services Division and contribute to organization wide planning, budgeting and strategic initiatives.
• Develops and manage the Division vision, goals, budgets, metrics, and performance measures; translate strategic goals into actionable plans.
• Manages the full employee lifecycle for assigned staff, including recruitment, hiring, division onboarding, training, professional development, performance management, coaching, corrective action, and evaluation. Builds a culture of engagement, ownership, and service excellence.
• Uses data and analysis to experiment and implement service models, operational efficiencies, and innovative practices to enhance the patron experience. Creates a flexible environment for implementing new library services. Ensure division procedures are current.
• Uses established industry benchmarks to identify service gaps and drive quality improvements.
• Plans the processes and operations of Patron Services including but not limited to patron accounts and materials circulation. Ensures adequate frontline customer service coverage in assigned areas.
• Oversees operations for the Burns and Pine Bluffs branch libraries.
• Serves as Manager-on-Duty, exercising independent judgment in resolving patron concerns, operational disruptions, facility issues, and emergency situations.
• Leads tactical projects and systemwide initiatives through project management.
• Represents the Patron Services Division on the Leadership Team. Leads cross-functional projects, task forces, and system-wide initiatives as assigned.
• Represents the Patron Services Division in community partnerships, professional organizations, and collaborative initiatives. Acts as an ambassador for library services and programs.
• Performs other duties as assigned, including working at public service points.

Benefits

• LCLS pays 100% of employee contributions to the Wyoming Retirement System , a lifetime pension plan
• LCLS pays 85% of medical and dental premiums and provides $25,000 in employer-paid life insurance
• We provide 13 paid holidays , vacation, sick leave, and one personal day each year
• Vacation for this position starts at four weeks annually and increases with years of service
• Deferred compensation (457), vision coverage, prepaid legal services, and other voluntary benefits
• Access to the Cheyenne-Laramie County Employees Federal Credit Union

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees