Regional Manager (Manager III), Grade M3

Montgomery County • 19840 Century Blvd Germantown MD 20874 USA, MD

2d • Onsite

About The Position

Montgomery County Public Libraries is seeking a dynamic individual to serve as a Regional Manager within Library Administration. This Manager Ill position will supervise Branch Supervisors at multiple branch locations and perform other administrative work in the areas of branch operations and customer service management. This position will serve as the Customer Service Experience Manger for the system lead frontline service operations, supervise staff, resolve escalated patron concerns, and help elevate the overall customer experience across the library system. The ideal candidate enjoys helping other leaders perform to their highest potential, is comfortable ensuring accountability, and is organized, detail-oriented, and able to seamlessly juggle multiple projects in multiple locations. They are emotionally intelligent and growth-minded, welcome feedback, and seek to learn through experience. They correspond respectfully, thoughtfully, and transparently up and down the chain of command and across departments as needed. They are passionate about ensuring customers have the best possible experience and finding ways to delight them. They support collaborative management and labor relationships and are enthusiastic about working with Union partners in delivering excellent service.

Requirements

• Graduation from an accredited college or university with a bachelor’s degree.
• An equivalent combination of education and experience may be substituted.
• Five (5) years of progressively responsible professional experience in organizational management in a community focused organization, such as a library, non-profit organization, educational institution or social service organization.
• Possession of a valid Class "C" (or equivalent) driver’s license from the applicant's state of residence when required for job-related duties.
• This role requires the completion of a financial disclosure.
• This position requires completion of a pre-employment medical history form to assess your ability to safely perform the essential duties of the role.

Nice To Haves

• Master's degree in library science (MLS or MLIS) from an ALA-accredited program is preferred.
• A minimum of three years progressively responsible supervisory or management experience in a large public library system.
• Demonstrated excellence in customer service leadership, customer experience management best practices, communication and interpersonal relations.
• Operations experience is a large, urban public library environment.
• Project Management experience (PMP, PMI, Scrum Master Certifications).
• Significant experience managing in a union environment.

Responsibilities

• Works with onsite supervisory teams to ensure branch staff are scheduled in a manner that results in a high level of customer service.
• Works collaboratively with library leadership and public service teams to strengthen service delivery, improve operational efficiency, and foster a culture centered on hospitality, accountability, and continuous improvement.
• Works with onsite supervisory teams to ensure branch staff are fully trained for positions.
• Works with onsite supervisory teams to ensure Performance Management procedures are followed and timelines are met.
• Responds to and resolves customer inquiries and complaints.
• Works with Human Resources Manager and subordinate supervisors on disciplinary actions, performance evaluations, accommodations, FMLA, and the grievance process at assigned branches.
• Works with cohort of MCPL Regional Library managers to develop and implement modern library customer service models and branch customer service plans.
• Serves as primary point of contact on rotating basis to assist onsite Persons in Charge with matters that may arise across the system during library operating hours.
• Responsible for establishing, updating, and maintaining Policies & Procedures pertinent to branch operation.
• Engages teams in documenting, evaluating, and improving upon the many work processes in the branches and creates systemwide standard operating procedures (SOPs) from this effort.
• Designs and implement service models that improve patron satisfaction, equity, and accessibility while evaluating outcomes through usage data, community demographics, and patron feedback.
• Supports the department's Equity and Diversity work.
• Analyses community demographics data within regional service area to better serve the community.
• Supervise, train, mentor, and support frontline circulation and information desk staff while promoting adaptability, accountability, and hospitality-focused service.
• Serve as the primary escalation point for sensitive or complex patron concerns and customer service issues.
• Provides key input to guide budget planning, development, and allocation.
• Ensure allocated resources are used effectively.
• Analyses system service requirements and recommends changes to improve operational efficiency and/or better serve the needs of the customer.
• Works with other Regional Managers to ensure consistency and continuity of operations across the Department.

Benefits

• The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $98,662 to $144,813 based on the candidate’s qualifications and experience.

What This Job Offers

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