Public Services Director & Lee Road Branch Manager

Position Overview

The Cleveland Heights-University Heights Public Library (Heights Libraries) is seeking an experienced, collaborative, and community focused Public Services Director to join our leadership team.

The Public Services Director provides strategic leadership and operational oversight for all public services across the library's four branch locations. Reporting to the Executive Director, this position oversees branch and department managers, ensures consistent service excellence, advances community engagement efforts, and leads initiatives that support the library's mission and strategic priorities.

As a member of the senior leadership team, the Public Services Director collaborates across the organization to strengthen operations, develop staff, enhance customer experiences, and maximize the library's impact within the community.

Key Responsibilities

Leadership & Strategic Direction

• Provide strategic leadership for public services across all library locations.
• Directly supervise Branch Managers and other assigned department leaders.
• Recruit, develop, coach, and evaluate staff while fostering a culture of collaboration, inclusion, innovation, and service excellence.
• Lead strategic initiatives, organizational change, and continuous improvement efforts.
• Collaborate with the Executive Director and leadership team on planning, policy development, and systemwide priorities.
• Keep the Executive Director informed of significant operational issues, opportunities, and community trends.
• Lead implementation of the Library's Strategic Plan, ensuring public services initiatives align with strategic priorities and milestones.

Public Service Operations

• Partner with Human Resources on workforce planning, employee relations and performance management.
• Provide administrative oversight for all four branch locations.
• Ensure consistent service standards, operational practices, and customer experiences across all locations.
• Develop, implement, and evaluate public service policies, procedures, and best practices.
• Address complex customer concerns and operational challenges.
• Ensure safe, welcoming, inclusive, and accessible environments for patrons and staff.

Community Engagement & Partnerships

• Represent the library with community organizations, governmental agencies, educational institutions, professional associations, and stakeholder groups.
• Develop and maintain strategic partnerships that advance community engagement and organizational goals.
• Promote the library's role as a trusted community resource and advocate for library services.
• Identify opportunities to strengthen community relationships, outreach efforts, and public awareness.

Budget & Resource Management

• Develop and administer public services budgets, participate in annual budget planning, and ensure responsible stewardship of library resources in compliance with applicable policies and procedures.
• Monitor expenditures and allocate resources effectively to support strategic priorities.
• Analyze operational and financial data to support decision making and service enhancements.
• Oversee vendor relationships, purchasing activities, and assigned contracts.

Governance & Executive Support

• Prepare reports, recommendations, and presentations for the Executive Director and Board of Trustees.
• Attend Board and committee meetings.
• Participate in policy development, implementation, and organizational compliance efforts.
• Serve as Acting Executive Director during designated absences, as assigned.
  

Education

• Master’s degree required.
• A Master of Library and Information Science (MLIS/MLS) from an ALA-accredited institution is strongly preferred.
• Candidates with a Master of Public Administration (MPA), Master of Business Administration (MBA), or another relevant master’s degree, combined with significant leadership experience in a public library, educational institution, nonprofit organization, or comparable public service environment, will also be considered.

Experience

• Minimum of five (5) years of progressively responsible leadership and supervisory experience in a public library, educational institution, nonprofit organization, or customer service focused environment, including managing managers, supervisors, or multiple operational functions.
• Experience overseeing multiple library locations, departments, or service areas preferred.
• Experience leading organizational change, strategic initiatives, and operational improvement efforts.
• Experience with budget development, workforce planning, and performance management.
• Demonstrated success developing partnerships and engaging diverse stakeholders and community groups.
  

Skills & Knowledge

• Strong leadership, supervisory, coaching, and team building skills.
• Knowledge of public library operations, services, policies, and best practices.
• Strategic planning and organizational development skills.
• Ability to lead change and drive continuous improvement initiatives.
• Strong financial management and budgeting skills.
• Ability to analyze data and use information to support decision making.
• Excellent customer service, interpersonal, and relationship building abilities.
• Strong written, verbal, and presentation communication skills.
• Ability to manage multiple priorities and complex projects effectively.
• Proficiency with Microsoft Office Suite and other standard library software.
• Ability to collaborate effectively with staff, leadership, trustees, community partners, and stakeholders.