Head of Customer Experience & Library Operations

ILLINOIS LIBRARY ASSOCIATION; Elgin (IL); On-site; USD 80,000 - 83,000; Full time

Job summary

Gail Borden Public Library in Elgin, IL is seeking a full-time Director of Customer Relations to guide the department's vision, budget, staffing, and daily operations. This hands-on leadership role focuses on delivering outstanding library experiences and staff development.

You will lead the Customer Relations team, set department goals, and partner with other library leaders to ensure consistent, high-quality service for the community.

Qualifications

• Bachelor’s degree from an accredited school (MLS/MLIS welcomed but not required).
• Minimum of five years of experience in public library service, including supervisory experience.

Responsibilities

• Lead the Customer Relations Department, including staffing, training, budgeting, and day-to-day operations.
• Set goals and long-range plans for the department, working closely with library leadership.
• Build a positive team culture and look for ways to make daily operations more efficient and effective.
• Manage the hiring and supervision of Customer Relations staff, with a focus on team development and performance management to ensure high-quality customer service delivery.
• Actively participate as a frontline member of the team assisting customers.
• Investigates customer concerns and complaints, and ensures appropriate resolutions are identified and implemented.
• Serves as Person-in-Charge.

Education

Bachelor’s degree from an accredited school (MLS/MLIS welcomed but not required)

Job description

Gail Borden Public Library in Elgin, IL is seeking a full-time Director of Customer Relations to guide the department's vision, budget, staffing, and daily operations. This hands-on leadership role focuses on delivering outstanding library experiences and staff development.

You will lead the Customer Relations team, set department goals, and partner with other library leaders to ensure consistent, high-quality service for the community.