Pima County

Tucson, Arizona, United States

7585 - Library Deputy Director (Public Services / Customer Experience)

Posted over 1 month ago

Job Description

Overall Job Objective

Position Description

This position is located within the Pima County Public Library System.

Salary Grade: U4

Do you want to be a vital part of a leadership team in a dynamic organization serving one of the largest counties in the United States? The Pima County Public Library (PCPL) seeks an eager, committed, and experienced candidate with proven leadership skills and the ability to motivate and inspire staff to become the Library Deputy Director of Public Services/Customer Experience. With approximately 500 employees and an operating budget of $42 million, our mission is to deliver exceptional customer service to the one-million citizens we serve through our 27 libraries, digital resource eLibrary, bookmobile, and three mobile units. The Library Deputy Director of Public Services/Customer Experience must be a person that is customer-service oriented and future thinking, with a vision of libraries in a new age.

Under the direction of the Library Director, the Deputy Director of Public Services/Customer Experience will work alongside the Deputy Director of Community Engagement, the Deputy Director of Support Services, and the administrative team, to develop initiatives and strategies to enhance the service priorities and goals for the library system. This classification is in the unclassified service and is exempt from the Pima County Merit System Rules.

The Deputy Director of Public Services/Customer Experience will:

  • Manage and direct Library Services Managers, as direct reports, and have approximately 350 indirect reports.
  • Provide coaching and training to management and employees.
  • Ensure quality programming and services to the diverse users of the library.
  • Focus on resolving complex customer issues.
  • Perform administrative and advanced professional work.
  • Focus on operational improvement and change management.
  • Collaborate with staff to develop and implement a workforce development strategy and toolkit to enhance diversity, equity, access, and inclusion at PCPL.
  • Translate emerging library trends into innovative and creative practices.
  • Assist in the planning process of library renovations.
  • Serve as a large-scale project manager.
  • Overseeing duties in the absence of the Library Director.
A relocation stipend may be available, subject to County Administration approval.

Land Acknowledgement: The Pima County Public Library (PCPL) acknowledges the sovereignty of Native Nations and acknowledges the twenty-two federally recognized Indigenous tribes of Arizona and those who inhabit Pima County. We honor the vast and often unrecognized contributions and sacrifices of Indigenous people and are conscious of the ongoing experience of inequality and political invisibility. In partnership with Native Nations, PCPL advocates for full access to its educational, informational, and recreational resources.

For more information about the Pima County Public Library, please visit its website at https://www.library.pima.gov.

Equal Opportunity Employer/Americans with Disabilities Act Compliant/Drug-Free Workplace.

Preference is given to current Pima County employees.

Please Note: Successful candidates offered employment with Pima County, including current employees who have applied for new positions, are required to provide proof of COVID-19 vaccination prior to their scheduled start date. If you are unable to become fully vaccinated due to a medical disability or religious observance/practice, you must request an accommodation - accommodation forms are located online.

(Work assignments may vary depending on the department's needs and will be communicated to the applicant or incumbent by the supervisor.)

Assesses community needs for library services through contact with the public, citizen advisory groups, and community leaders and provide administrative support to staff who develops/implements services and programs to meet these needs;

Coordinates library response to county strategic plan and economic development plan;

Recommends to the Library Director the levels of County participation in joint County/City and other jurisdictions Library programs;

Coordinates the development and preparation of the Pima County Library District budget and exercise administrative control over departmental expenditures;

Analyzes departmental procedures and organizational structures in relation to operational needs and develop plans and processes to increase efficiency and cost-effectiveness;

Develops the strategic plan with short/long-term goals and programs to support the provision of library services to unincorporated areas of the County, and to jurisdictions requesting such services;

Negotiates and administers Intergovernmental agreements (IGA) and like instruments with affected jurisdictions for the provision of library services;

Coordinates the construction, maintenance, and repair of County-operated or maintained library facilities with affected jurisdictions, County facilities management, and contractors/vendors;

Administers contacts with vendors and service providers through the County Procurement Director;

Coordinates the staffing of County-operated library facilities with affected County agencies and departments;

Coordinates the planning, development, and implementation of staff professional development;

Develops grant proposals for the development and enhancement of library services and acquisition of other needed resources;

Coordinates the participation of citizen advisory groups, volunteers, and community groups in library activities;

Researches, prepares, and submits routine, recurring, and special reports and studies to the Library Director;

Oversees or directly supervises professional, paraprofessional, and administrative/clerical staff;

Reviews and analyzes proposed state and federal legislation for potential impact on department operations and processes and provides recommendations;

Assures, through staff, the proper development, procurement, maintenance, and use of the collections of individual libraries and the overall Library System, to include electronic technology, (e.g., computer/Internet access, automated catalog, and reference systems, etc.);

Develops and implements library/library system policies, procedures, and goals;

Attends and provides information to the Library Advisory Board;

Coordinates security and safety for library district;

Responds to and resolves customer concerns;

Responds to public records requests;

May represent the department at professional workshops, symposia, and like events;

May represent the department with the media and the public;

May act as Library Director in their absence.


Knowledge of:

  • principles, practices, and techniques for the development, administration, and operation of a multi-facility public library system;
  • current trends and developments in the provision of library services to a diverse population, including computer systems, software, and any other technologies and/or electronics used;
  • principles, practices, and techniques of public sector fiscal management, to include financing, budget development and administration, contract procedures and processes, and related accounting processes;
  • requirements for the development, negotiation, and administration of IGAs, grants, gifts, and like agreements;
  • organization and functions of the County departments;
  • principles and practices of effective public relations;
  • resource and staff allocation, systems development, create systems and processes, and coordinate with partners to develop collaborative service responses;
  • principals and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems;
  • principles and practices of board management;
  • state and federal laws, rules, and regulations pertaining to area of responsibility;
  • Merit System Rules, Personnel Policies/Procedures, and Administrative Procedures.

Skill in:

  • assessing community needs for library services and developing or negotiating the provision of such services, to include needed facilities, staffing, and other resources;
  • developing, implementing, and managing short/long-term goals and projects to enhance library services in a cost-effective manner;
  • development and administration of budgets, to include financing administration and grants management administration;
  • communicating effectively verbally and in writing as appropriate for the needs of the audience;
  • identifying measures or indicators of library system performance and the actions needed to improve or correct performance so that library goals are met;
  • utilizing and demonstrating cultural competence and emotional intelligence to make effective decisions and resolve conflicts;
  • establishing and maintaining effective working relationships with staff, colleagues, community agencies, organizations, and other library partners;
  • utilizing software and technology effectively;
  • communicating complex and technical local, state, and federal laws and requirements relating to areas of assignment;
  • developing and evaluating responses to Requests for Proposals (RFPs) and contract issues;
  • negotiation and administration of IGAs and like agreements;
  • negotiation and administration of contracts for goods and services from outside vendors.
Minimum Qualifications


A Masters degree in library science (MLS or MLIS) from an accredited college or university and at least three years of senior management experience in a public sector library system.

Qualifying education and experience must be clearly documented in the "Education" and Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application.

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies, specifically addressing the required and preferred qualifications.):

  1. Bilingual (English/Spanish read, write, speak).
  2. Experience in public library service.
  3. Strong organizational skills, flexible work style, and the ability to manage multiple challenging projects simultaneously.
  4. Administrative experience with strategic planning and fiscal management.
  5. Experience supervising and managing senior team leaders.
  6. Demonstrated experience in working with diverse communities.
  7. Skilled in engendering and integrating the values of social justice, anti-racism, access, equity work, and teamwork across various groups.
  8. Excellent verbal and written communication skills including the ability to work collaboratively with peers.
  9. Ability to appropriately handle confidential and sensitive information with discretion and trust.
  10. Skilled in translating library trends into innovative and creative practices.
  11. Effective networking skills with the ability to build and sustain key relationships with community organizations.
  12. Demonstrated experience in successful grant writing and grant management.
  13. Knowledge of the philosophy of critical inquiry and continuous personal improvement.
  14. Skill in Microsoft Office (Word, Excel, Publisher, and PowerPoint), e-mail, and the Internet.
Additional Information:
Applicants meeting minimum qualifications will be evaluated further based on their supplemental questionnaire responses. Applications will also be evaluated against some (or all) of the preferred qualifications listed above. Forty (40) hours per week is the standard calculation measurement for full-time experience; for less than forty (40) hours, the calculation of time is prorated accordingly. Top scoring candidates will be invited to interview (date/time - TBD.)

Selection Procedure:
Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum/desired qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum/desired qualifications may be further evaluated/scored against any advertised Preferred Qualifications. Additional assessments/testing may be required as part of the selection process.
Supplemental Information

Licenses and Certificates: Some positions may require specialized certification or licensure relative to assignment at the time of appointment or prior to completion of an initial or promotional probation period. Valid driver license is required at time of application. Valid AZ driver license is required at time of appointment. The successful applicant will be subject to a 39-month DOT Motor Vehicle Record review to determine applicants suitability to operate county vehicles in accordance with Pima County administrative procedures. Failure to obtain and maintain the required licenses and certifications shall be grounds for termination. Any offer of employment resulting from this recruitment is contingent upon Fleet Services review and approval of the candidates driving record.

Special Notice Items: Some positions may be required to work rotating shifts, including nights and weekends. Some positions may require bilingual abilities in English and a second language, as determined by the appointing authority. The County requires pre-employment background checks. Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education and criminal conviction history. A prior criminal conviction will not automatically disqualify a candidate from employment with the County.

Physical/Sensory Requirements: Physical and sensory abilities will be determined by position. Successful candidates offered employment with Pima County, including current employees who have applied for new positions, are required to provide proof of COVID-19 vaccination prior to their scheduled start date. If you are unable to become fully vaccinated due to a medical disability or religious observance/practice, you must request an accommodation - accommodation forms are located online.