Director - Customer Experience - The New York Public Library - New York

Job description
For over a hundred years, The New York Public Library has been an icon of New York City and the world of public libraries: a unique combination of research and circulating services that provides books, rare materials, advice, and inspiration for anyone who walks through our doors. Our programmatic direction for the future builds on these strengths and further adapts them to our rapidly changing times. We will renew and build on our commitment to the collections that all of our users, from scholars to casual readers, depend upon. What we do, and will do even better, is connect people with collections, expertise, services, and programs that inspire and empower.

The Director of Customer Experience at the New York Public Library is responsible for conceptualizing, developing and implementing exceptional customer experience strategies across across all locations. Specific responsibilities include:
Establishing, implementing and overseeing system-wide service standards, especially those pertaining to reference, circulation and readers advisory

Leading, designing and delivering customer service training and development, as well as analyzing and supporting the development, implementation, and ongoing enhancements to customer service delivery
Influencing the cross-functional teams in the library to create a single, unified interaction with the customer that delivers consistent, meaningful value from all departments across many touch points

Desired Skills and Experience
This forward-thinking leader must have at least ten years experience, demonstrating increased responsibility and leadership of multiple units in a complex organization and experience developing and delivering exceptional customer service strategies. He/ she must have a passion for the mission of the library and deep understanding of the joys and challenges of public service in an urban library system and a commitment to a broad range of audiences (from toddlers to advanced researchers). Master's in Library Science or related field required.

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