Regional Manager (Manager III), Grade M3

JOB
Please note: 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. WHO WE AREMCPL 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 million diverse customers. Approximately 500 engaged and passionate staff provide services in 21 library locations and in community engagement using direct outreach and virtual assistance. MCPL is an open, inviting, and vital gateway to the information, ideas and enrichment that strengthen our county. A diverse, highly qualified staff continually assesses community needs and interests to support, encourage and inspire our customers. MCPL believes in the right of all to learn and to grow. We value intellectual freedom, accountability, quality service, diversity, fairness, professional ethics, integrity of information and respect for our customers, our community, and ourselves. We are a learning organization that functions openly by exploring new ideas and using the collective talent, knowledge, and creativity of employees at all levels. The Montgomery County Library System is committed to the full inclusion of all qualified individuals. MCPL values diverse perspectives, lived experiences, and cultures. MCPL encourages BIPOC (Black, Indigenous, and people of color), immigrants, women, LGBTQIA+, individuals with disabilities and veterans to apply. As part of this commitment, MCPL provides reasonable accommodation for people with disabilities to participate in the job application or interview process and/or to perform the essential functions of the position.WHO WE ARE LOOKING FORMontgomery 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.You enjoy helping other leaders perform to their highest potential and are comfortable ensuring accountability.You are organized, detail oriented, and able to seamlessly juggle multiple projects in multiple locations.You are emotionally intelligent and growth-minded; you welcome feedback and seek to learn through experience.You correspond respectfully, thoughtfully, and transparently up and down the chain of command and across departments as needed.You are passionate about ensuring customers have the best possible experience and finding ways to delight them.You support collaborative management and labor relationships and are enthusiastic about working with Union partners in delivering excellent service.

EXAMPLE OF DUTIES
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 positionsWorks with onsite supervisory teams to ensure Performance Management procedures are followed and timelines are metResponds 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 branchesWorks 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 hoursResponsible for establishing, updating, and maintaining Policies & Procedures pertinent to branch operationEngages teams in documenting, evaluating, and improving upon the many work processes in the branches and creates systemwide standard operating procedures (SOPs) from this effortDesigns 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 workAnalyses community demographics data within regional service area to better serve the communitySupervise, train, mentor, and support frontline circulation and information desk staff while promoting adaptability, accountability, and hospitality-focused serviceServe as the primary escalation point for sensitive or complex patron concerns and customer service issuesProvides key input to guide budget planning, development, and allocation. Ensure allocated resources are used effectivelyAnalyses system service requirements and recommends changes to improve operational efficiency and/or better serve the needs of the customerWorks with other Regional Managers to ensure consistency and continuity of operations across the Department

SUPPLEMENTAL INFORMATION
We will use preferred criteria screening questions: 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 environmentProject Management experience (PMP, PMI, Scrum Master Certifications) Significant experience managing in a union environment