Job title: Associate Director of Customer Experience (part regional director, part operational expert, part mentor)
Business Unit: Customer Experience
Hiring Range: $85,000 - $97,750 DOE
Job Class: Full-time; exempt; benefited

Job description:

You believe that every community is unique. You want to contribute to an organization that makes a lasting difference. You understand the inner workings of the public library, and that transformations happen through meaningful connections and experiences. As Associate Director of Customer Experience, you support the Director in shaping vision into practice. You collaborate and inspire a team of creative, talented individuals to provide the exceptional Anythink experience that our community has grown to love. Your generosity fosters a culture of hospitality and you are ready to take the next step in your career by helping to advance a bold, innovative model of libraries.

Ready to take on a bold opportunity to help us elevate community library services to a new dynamic realm?

Who you are:

• You believe in the power of the public library, its products and programs that create a positive impact within a community.
• You are naturally curious and inquisitive - a lifelong learner.
• You are optimistic and believe that anything is possible.
• You support a culture of belonging and trust with others through committed and collaborative teamwork.
• You have an operational mindset, looking for ways to streamline processes to create better experiences for customers and staff
• You are a collaborative leader, building effective working relationships with the Administrative and Leadership teams.
• You understand the big picture and are a competent project manager, able to implement and translate visionary goals to achieve key Customer Experience initiatives.
• You are an effective communicator, excellent at interpersonal and communication skills.
• You are an active listener with lots of patience.
• You inspire creativity and problem-solving throughout the organization.
• You are open and honest in dealing with others.
• You inspire fun in the people around you.

Your vision:

• You are the South Adams County regional director, under the guidance of the Director of Customer Experience, overseeing the Anythink Huron Street, Anythink Perl Mack, Anythink Commerce City and Anythink Thornton Community Center branch libraries.
• You manage four branch managers, creating an environment that nurtures and supports exceptional customer experiences throughout all levels of the organization.
• You are the point of contact for vendors and partners that help extend our hospitality through our spaces, including janitorial, call center, and room reservation platform.
• You support the Anythink vision and strategy by translating the philosophies into tactical operations.
• You regularly communicate the vision of the organization with our staff and partners to help achieve Anythink's strategic initiatives.
• You have a knack for simplifying complex procedures, creating processes that provide a cohesive customer experience across our branches.
• You are passionate about hyper-local initiatives, leading the branches to create meaningful experiences for their unique communities to meet annual strategic goals.
• You are a natural trainer, collaborating with others to update and offer trainings to branch staff to provide consistent hospitality expectations that elevate our customer's experiences.
• You are an explorer of solutions, approaching conflict with emotional intelligence and seeking outcomes that strengthen relationships and build trust.
• You understand the goals of the Customer Experience department and work collaboratively with the Director of Customer Experience to implement branch operating initiatives.
• You are a genius at performance management, ensuring staff understand and align with Anythink's mission, core values and competencies.
• You are a mentor for guides. Coordinating and running team meetings for the Adult & Generalist Guides influencing the philosophy of adult programing across the district.
• You lead with compassion, and actively listen with patience to address difficult customer conversations that are escalated from the branches.
• You are second in command to the Director of Customer Experience, overseeing daily operations, leading meetings and ensuring continuity in their absence.
• You are a wizard at identifying key stakeholders within the organization to collaborate on projects and initiatives, working closely with all departments.
• You lead and inspire others within the organization to seek and implement improvements and changes that continuously move Anythink toward the achievement of its vision.
• You are thoughtful about recruiting, hiring, and retaining a diverse, inclusive and brilliant group of employees.
• You think like an entrepreneur. You understand budgeting and what it takes to run your organization responsibly with a great bottom line.
• You have great ideas to share on district committees.
• You do the right thing. Every decision you make and action you take is an opportunity to demonstrate our collective integrity.

Do you have what it takes?

• You have 5+ years of library operations with progressive responsibility experience.
• You have been an integral part of a business, library or nonprofit organization's success story.
• You have a bachelor's degree or master's of library science degree (preferred).
• Excellent written and verbal communication skills are required, with the ability to manage multiple projects simultaneously, prioritize effectively, adapt to changing priorities, and meet deadlines in a high-speed environment.
• You are tech-savvy. You are computer literate, and possess a working knowledge of Microsoft Office suite, as well as searching and navigating online resources.

We are guided by these shared values:

Compassion for our customers and each other

Passion for our product

Eagerness to learn

Everyone is Creative

Optimistic attitude - we believe that anything is possible

Why Anythink? A job with Anythink is a chance to use your knowledge and experience to enable transformations every day. You will be instrumental in helping our customers have fun, whether they're sitting by the fireplace with a newspaper, surfing the Internet, gaming in the teen room or learning something new at one of our many intriguing and entertaining programs. As you help and inspire others, you will also be inspired. This job will have you loving Monday mornings again.

We believe in our DEI Mission Statement, valuing diversity and forming teams in which everyone can be their authentic self. We encourage people from underrepresented backgrounds and different industries to apply. Come join Anythink to make a positive impact in our community.

Anythink DEI Mission Statement

Through our DEI work, Anythink recognizes that bringing awareness and education about our diverse histories and backgrounds can foster understanding, promote inclusion and strengthen our communities.

To fulfill our mission and ensure that all Adams County residents and visitors are welcomed and supported by Anythink, we provide comfortable spaces, accessible resources, and opportunities for personal growth. We empower our staff and customers to create meaningful connections through shared experiences, diverse and culturally relevant programming, and inclusive communities.

Anythink is committed to:

• Representing the diversity of Adams County, internally and externally by centering and elevating the voices and experiences of the historically underserved and underrepresented.
• Operationalizing equitable policies and practices that advance our mission.
• Creating a feeling of inclusion and belonging for all staff and customers

Your job will involve your being "on the move" in our libraries: You will stand, walk, crouch, stoop, squat, twist, climb, push/pull up to 50 pounds, and lift up to 25 pounds.