Job Description

Chief Public Services Officer

About the Company

One of the nation's top library systems that is dedicated to serving the large, diverse community of Baltimore County & Maryland

Industry
Libraries

Type
Nonprofit

Founded
1948

Employees
501-1000

About the Role

At the Baltimore County Public Library (BCPL), staff members have the opportunity to enrich individual lives and build strong communities by delivering exceptional customer experiences, establishing meaningful partnerships, and creating innovative learning spaces. We seek enthusiastic, open-minded, self-motivated individuals who can work well independently and with others. BCPL circulates over 10 million items and provides library services through its 19 branches, 4 mobile library vehicles, and an extensive outreach network. If you are forward thinking and passionate about public service, consider joining in this position. Schedule: This is a full time position working 40 hours a week. All library administrative staff may be required to work evenings, Saturdays, and Sundays throughout the year as part of the normal work schedule. Job Summary: The Chief Public Services Officer (CPSO) is a key member of the executive leadership team, responsible for leading the strategic direction and operational excellence of all public-facing services across the library system. Reporting directly to the CEO, the CPSO plays a pivotal role in advancing the mission to provide accessible, innovative, and community-driven library services. This position provides strategic guidance and leadership for 19 branch libraries, safety and security, as well as direct oversight of the Customer Support Services, Collections Development, and Cataloging & Processing departments. The CPSO collaborates with executive peers to ensure a seamless, systemwide service delivery and bold, future-focused library experience for Baltimore County residents. Core Competencies and Key Responsibilities 1. Operational Leadership Leads with a focus on outcomes, proactively identifying and implementing solutions that improve performance and efficiency. Anticipates operational challenges and communicates proposed solutions to the CEO. Ensures the seamless day-to-day branch operations and excellent customer service delivery systemwide. Develops and implements a comprehensive safety and security strategy aligned with the library's mission and public service mandate. Ensures the community has access to a diverse and balanced library collection that supports its informational, educational, and recreational needs. 2. Strategic Leadership Serves as a strategic partner to the CEO and other Chief Officers, contributing insights and technical expertise to major decisions. Implements systemwide initiatives and drives organizational excellence with a focus on innovation, equity, and community impact. Collaborates with the Library Executive Team (LET) to align programs, services and resources across the system. Leads the integration of data-driven insights into executive-level decision-making processes to support organizational strategy, policy development, and long-term planning. Leads the planning, coordination, and execution of large-scale, cross-departmental projects, ensuring that projects align with the library's strategic goals are delivered on time and within budget and meet quality and accessibility standards. Contributes to the development and execution of the strategic plan. Participates in the development of the annual operating and capital budgets, ensuring ethical and effective fiscal management. Develops and enforces policies and procedures that align with the mission, vision and values. 3. People Leadership Cultivates a culture of curiosity, innovation, collaboration, accountability, and belonging across the organization. Models and upholds standards for internal and external customer service excellence. Leads and supports a diverse team of direct and indirect reports, fostering collaboration and high performance. Provides coaching and professional development opportunities to staff, ensuring strong talent pipelines and workforce engagement. Addresses and resolves personnel issues in a timely, respectful manner. Partners in recruitment, retention, and workplace planning to ensure appropriate staffing levels and skill sets across branches. Serves as liaison between management and labor representatives, ensuring compliance with collective bargaining agreements and fostering a cooperative working environment. 4. Partner and Stakeholder Relations Acts as a representative and advocate for Organization in public and professional settings, including with elected officials, government agencies, media, and community partners. Develops and maintains strong, strategic relationships with internal and external stakeholders. Collaborates with peers across the organization to drive innovation and enhance service delivery. Attends monthly Board of Library Trustees meetings, prepares reports, and supports Board activities. Co-leads Library Leadership Team meetings and supports organizational alignment and transparency. Represents the CEO as needed in meetings and events, serving as a trusted proxy. Performs other duties as assigned by the CEO or required by organizational needs. Job Requirements: Minimum Qualifications Master's degree and a minimum of nine (9) years of progressively responsible experience in a library or nonprofit organization, including supervisory experience; OR Bachelor's degree and a minimum of eleven (11) years of progressive leadership experience in a complex organizational setting. Physical Requirements Must be able to lift up to 25 lbs. and push/pull a wheeled cart weighing up to 100 lbs. Must be able to bend, kneel, crouch and stretch for up to five (5) minutes at a time. Must be able to stand and/or walk for up to two (2) hours at a time. Must be able to sit for extended periods of time. Ability to use a computer for extended periods of time. Must be able to read small print. Ability to concentrate on detailed tasks for 30 minutes or more at a time.

Team Size
350

Direct Reports
5

Travel Percent
Less than 10%

Functions

• Non-Profit Management
• Strategy

Skills

• Executive Leadership required
• Customer Service required
• Customer Relationship Management required
• Operations Strategy required
• Change Management required

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