Public Services Manager

Under the general direction of the Library Director, this managerial position is responsible for the strategic implementation of all aspects of public service operations according to the policies set forth by the Library Board and in alignment with the Library's organizational vision and mission. The Public Services Manager is responsible for developing an environment that cultivates and ensures consistent, courteous, and responsive service to all internal and external contacts.

• Assists the Library Director in establishing goals and priorities and formulating policies for Library Board consideration or approval.
• Provides advice and technical assistance regarding long-and short-range planning to the staff, management team, Library Director and Library Board.
• Oversees all customer service initiatives, implements customer service training and provides continuing education opportunities throughout the year for existing staff on customer service, including input on annual staff education training. Fosters a success-oriented, accountable environment within the library.
• Responds to questions and feedback from the public regarding Library policies and procedures.
• Provides leadership, mentoring and direction to reporting staff following established guidelines. Ensure teamwork and commitment to excellence in providing consistent and high-quality services to patrons.
• Manages the daily operations of the Circulation Department; plans, implements, manages and evaluates projects; schedules and assigns work; handles complaints and suggestions; and ensures efficient workflows and adherence to established procedures across all public-facing departments.
• Attracts, recruits and trains team members as needed; participates in the hiring process for Circulation staff including review and selection of applicants, with subsequent interviewing and training.
• Motivates and leads a high-performing Circulation Services team as direct reports, requiring periodic check-ins and performance evaluations.
• Develops, recommends and administers policies, procedures and processes in support of the Circulation department, including customer service initiatives in collaboration with managers of other departments.
• Serves as a staff resource person for the computerized circulation and other operational software systems, makes appropriate recommendations for purchase and implementation, coordinates training for applicable technology deployments.
• Holds facility management responsibility, including monitoring building conditions, coordinating maintenance and custodial services, ensuring a safe and welcoming environment for patrons and staff, and serving as a liaison with vendors and facilities personnel.
• Manages the public services budget, including monitoring expenditures, assisting in budget preparation and forecasting, authorizing purchases within established guidelines, and ensuring responsible stewardship of library resources in support of departmental goals.
• Represents the Library on City of New Berlin and Bridges Library System committees and work groups.
• Provides timely and accurate statistical analysis and prepares narrative reports.
• Monitors and tracks circulation of library materials; maintains accurate records.
• Other duties as assigned.
  
  

Knowledge, Skills And Abilities

• Computerized integrated library and web-based library software systems.
• Recent developments, current information on municipal library administration and operations.
• Trends in public-service initiatives, training opportunities and policies.
• Analyze problems, identify and plan for alternative solutions, and implement plans in support of goals.
• Prepare clear, sound, accurate and informative reports.
• Establish and maintain effective working relationships with library trustees, elected officials, community groups, employees and the general public.
• Model pleasant, professional and positive behaviors along with excellent interpersonal skills for interacting with a diverse public and staff.
• Lead, collaborate, mentor, coach, train, and develop, resulting in increased employee skills and empowerment.
• Foster teamwork and a culture of excellence.
• The use of general office equipment, including computers and relevant software.
• Listening, oral and written communication.
• Planning, organization, leadership, and time management.
• Public speaking and public relations.
• Bachelor’s degree from an accredited college or university.
• 7 years of experience in a municipal library, including supervisory experience; or any equivalent combination of training and experience.
  
  

PHYSICAL REQUIREMENTS

• Tasks involve extended period of sedentary work.
• Times where exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Task involves extended period of time at a keyboard.
  
  

Environmental Requirements

• None. This position is not substantially exposed to adverse environmental conditions.
  
  

Sensory Requirements

• The task requires close visual acuity to perform various activities.
• The task requires oral communications ability.
• The task requires sound perception.