We’re seeking to hire a Chief Customer Officer!
The Richland Library is actively searching for an engaged and skilled Chief Customer Officer. This important role is responsible for ensuring that the customer experience across all touchpoints is exceptional, working with executive leadership as part of the Library’s singular vision and approach to the customer experience. He or she will be directly responsible for Main Library Services, Branch Services, and Outreach Services.
To fulfil the demands that this major role entails, among other important knowledge, skills and abilities, candidates must possess knowledge of library techniques, services, practices, materials and administration.
If you are a passionate, innovative professional, who feels energized and ready to embrace and fulfill our promises to our customers as outlined on our Strategic Plan, we encourage you to apply!
All Richland Library employees are committed to:
Effectively demonstrating characteristics of being energetic, outgoing, and strongly customer-service oriented, including the application of Richland Library’s customer engagement standards.
Greeting customers & successfully ascertaining individualized needs and/or requirements for each customer.
Engaging, encouraging, and assisting diverse customers in all areas of the Library in a welcoming, professional, and respectful manner.
Here are some of the things you would be doing if selected for this important position:
Supervising management of assigned areas of responsibility, including Main Library Services, Branch Services, and Outreach Services.
Overseeing programs and services of the Library system relevant to the above divisions and functions, through the Directors of Library Experience, Branches and Main; the Managers of Children’s Room and of the combined reference team, Teen Center, Checkout, Film & Sound and Local History Departments, Librarian for Main Library program development, and Outreach Services Manager.
Developing staff, reviewing work performed by staff, conducting annual and other performance assessments of staff, and staff meetings.
Leading and coordinating efforts of the Management Team, consulting continuously with appropriate directors, managers, supervisors, and coordinators on administrative and technical library activities, opportunities and problems.
Ensuring services and initiatives are developed with a human-centered design approach; using service design techniques to improve, enhance and launch new services, initiatives and learning opportunities.
Directing and coordinating cross-departmental teams, approved programs, projects, and major activities of the Library staff.
Ensuring that staff is of the highest quality, leading strategy for staff selection, development and succession planning, and ensuring that Richland Library is competitive among other libraries and organization in terms of recruitment and retention of staff.
Consulting with the Executive Director on matters relating to policy and procedure, planning, formulating, and recommending basic policies and programs for daily operations of the Library; and working in coordination with the Chief Program and Innovation Officer, the Planning and Projects Directors, and the Chief of Operations.
Developing tactical plans that support strategic initiatives by working closely with the Planning and Projects Directors.
Promoting and monitoring ongoing evaluation and data collection to inform needs for services, staffing, facilities and long-range capital improvements.
Executing decisions of the Executive Director pertaining to programs, policies, and procedures.
Assisting in preparation of budget estimates and in planning and developing annual budgets; and directing operation of departments’ personnel within budget.
Leading implementation of systems and processes that ensure all funds are expended to the best possible advantage.
Handling complaints from the public and inquiries from the media, conferring with the Executive Director and Community Relations Director in situations that require special attention.
Training staff including planning for Staff Engagement Day; ongoing training for staff, working in coordination with the Learning Engagement staff.
Designing projects, preparing applications, and coordinating aspects of grant programs.
Supervising other functional areas as needed and in absence of the Chief Program and Innovation Officer and/or the Chief of Operations.
Participating as a member of the Executive Leadership Team; representing the Library at professional meetings, and addressing community groups and media representatives.
Here are the minimum requirements needed to be considered for this position:
Where: Administrative Center ** 1431 Assembly St., Columbia, SC 29201
Salary: Range minimum $80,437.00 – Range maximum $136,753.00 (Annual salary range), plus benefits
Hours: 37.5 hours per week, including evenings and weekends
** Richland Library may change location and schedule of any library job.
This job involves being “on the move” in our libraries: It will include standing, walking, crouching, stooping, squatting, twisting, climbing, pushing/pulling up to 50 pounds, and lifting up to 25 pounds.
Why the Richland Library?
Strong community support has allowed Richland Library to become the center of the community, providing resources and outstanding customer service that enhances the quality of life for all residents.
The Richland Library is an award-winning, forward-thinking public library system because of our exceptional, diverse staff, who are passionate about serving our community. Be a part of our team and change the way our customers work, play, create, and communicate.
We are guided by our shared Vision: “to improve the quality of life for everyone who interacts with Richland Library”; and by strategic objectives including advancing our community and ensuring its well-being by providing access to resources and services that meet vital needs.
APPLY IMMEDIATELY. No deadline is presently established for this Vacancy. Applications are being accepted now. When a deadline is determined, the deadline will be announced 24 hours in advance on the Library’s website, and after that deadline, it will be closed.
Please do not send your resume/cover letter separately; only materials submitted through our online system are reviewed. All applicants must submit an online employment application using our online system. In addition to the online application, you may also attach your resume and/or cover letter; but the resume and/or cover letter will not be acceptable as an alternative to completing the online application fully.
(Keep in mind that if you are applying for multiple positions, you will need to submit an application for each position.)
Click here to begin the application process
The Richland Library is an EQUAL OPPORTUNITY EMPLOYER. For more information about our Library system, explore the Richland Library website at www.richlandlibrary.com.