The North Central Regional Library District is seeking an experienced Branch Operations Director to join its Wenatchee-based leadership team. The Branch Operations Director oversees planning, infrastructure, processes, systems, and staffing for NCRL’s 30 branch locations. They are responsible for general organizational systems development and implementation to ensure prudent stewardship of NCRL’s human, financial, and materials resources. In partnership with the Executive Director, the Branch Operations Director will create and implement performance metrics to measure and maintain efficient use of resources, enabling the organization to make data-driven improvement decisions. The Branch Operations Director must be committed to delivering an excellent customer service experience to all patrons across our service area. This position is approximately 40% travel within NCRL’s five county service area.
The Director is a member of NCRL’s executive leadership team and is key to leadership’s commitment to providing a superlative user experience for every patron.
Supervision Received and Exercised
This position reports to the Executive Director.
This position supervises the Area Managers, Senior Branch Manager, Bookmobile Manager, and Mail Order Manager.
Duties and Responsibilities include the following. Other duties may be assigned.
- Actively contributes to overall management of branches and supervision of staff in branch leadership positions. Fosters the development of a cooperative work environment system-wide.
- Develops, deploys, and optimizes on-going branch operations’ planning, systems, and service delivery.
- Develops quality and performance metrics that align with NCRL’s strategic plan to ensure that we are consistently meeting the needs of patrons and communities.
- Ensures that the work of branch supervisors and implementation of NCRL policies, procedures, services, and projects are consistent throughout the library system.
- Oversees the execution of branch staffing plans, including scheduling and library assistant utilization.
- Oversees Managers’ efforts to identify and secure appropriate branch or department resources.
- Fields and responds to customer service-related questions and concerns as well as supervisor questions and concerns. Interprets policies, procedures, and administrative rules and regulations, investigates complaints and problems, and recommends corrective action for resolution.
- Selects, trains, and motivates personnel; works with employees to correct deficiencies; resolves a wide range of routine and non-routine personnel issues and difficult situations; and implements discipline and termination procedures.
- Leads through influencing, empowering the Area Manager team to promote an attitude of success and leveraging teamwork to achieve results.
- Fosters a collaborative culture of trust, accountability, and performance, coaching team members towards success for NCRL, their teams, and themselves.
- As a member of NCRL’s executive leadership team, participates in board meetings, committee meetings, strategic planning, and other leadership activities as required.
- May serve in a temporary leadership role in the absence of the Executive Director.
- Develops and maintains effective policies and procedures for Branch staff.
- Effectively supervises assigned staff through training, counseling, and mentorship, working to develop their management skills.
- Creates and maintains an effective and positive work environment by communicating goals and expectations for staff performance and supporting employee engagement efforts.
Communication and Collaboration
- Cultivates positive, mutually beneficial relationships with the executive leadership team, managers, direct reports, and staff at all levels of the organization.
- Conducts regular visits to branches within the system to communicate information to and solicit input from staff.
- Promotes and models courteous, respectful, and timely communication in all situations.
- Acts ethically and honestly, applying ethical standards of behavior to daily work activities and interactions. Pursues transparency and openness whenever appropriate and builds confidence in the library through own actions.
- Maintains confidentiality whenever appropriate and displays discretion and tact.
- Gives and welcomes constructive, respectful feedback while building a positive team spirit.
- Cultivates skills in leadership, management, strategic planning, process improvement, change management, and employee development.
- Seeks out opportunities to build professional and technical knowledge of operations, management, and the library profession.
- Possesses a detailed knowledge of library policies, procedures, and current practices.
An essential function of this position is consistent and punctual attendance.
- Bachelor’s Degree in Business, Logistics, Management, Human Resources or a related discipline with a minimum of seven years of supervisory experience. Experience managing remote sites highly desired.
- Experience creating, applying, and refining operational policies, procedures, and systems, collaborating with cross functional teams to produce grounded, functional solutions.
- Demonstrated commitment to diversity and inclusion.
- Basic knowledge of state and federal wage and hour laws, EEO, ADA, and L&I.
- Must be proficient in the Microsoft Office Suite with the capacity to learn new software programs.
- Must possess strong organizational skills, be able to establish priorities, and meet deadlines.
- Must have strong verbal and written communication skills with the ability to mediate conflict, provide coaching and discipline, and develop direct reports.
- Must have a focus on collaboration and be able to work well in a team environment, both as a leader and as a team member.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; walk; stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must be able to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, and peripheral vision. The noise level in the work environment is usually moderate.