Director of Public Services

Director of Public Services

Downtown - Elkhart, IN

Salary Range $85,300.00 - $ Salary Position Type Full Time Education Level Graduate Degree Category Management

Classification: Director

Job Grade: 22 ($85,300 - $127,900)

Job Category: A – Full-Time

FSLA Status: Exempt

Direct Reports: Yes

Reports to: Executive Director

Final date to receive applications:
September 25; applications reviewed as received.

The Director of Public Services is a senior operational leader responsible for the strategic direction, administration, and continuous improvement of public-facing library services across a multi-branch library system. Working in close partnership with the Executive Director and administrative leadership team, this position ensures the effective delivery of high-quality and responsive service delivery to meet community needs. This role provides direct leadership to department heads and oversees system-wide public service functions including circulation, reference, youth services, programming, and customer experience.

The Director serves as a key liaison between senior leadership and operational teams, ensuring alignment in priorities, policies, and service delivery.

Essential duties and responsibilities include the following. Other duties may be assigned.

Organization-Wide Expectations

• Follows and enforces established library operational and workforce policies, procedures, and work standards
• Attends work regularly, on-time, and as scheduled
• Demonstrates inclusive, welcoming, and customer-focused service to patrons, staff, and community partners
• Maintains confidentiality of sensitive information and exercises sound judgment
• Actively participates in professional development, conferences, and community engagement
• Promotes a safe, secure, and accessible environment across all facilities
• Regularly reviews and utilizes internal communication platforms

Job-Specific Accountability

Leadership and Strategic Direction

• Provides system-wide leadership for all public service departments across multiple locations, ensuring consistent, high-quality service delivery
• Serves as a key member of the senior leadership team, contributing to strategic planning, organizational priorities, and policy development
• Serves as an acting administrator in the absence of the Executive Director, as delegated

Service Delivery and Operations

• Ensures effective, customer-focused execution of services across circulation, reference, youth services, programming, and related areas
• Oversees the development, implementation, and evaluation of public programs and services across the library system
• Evaluates trends in library services, technology, and related library area of expertise to guide innovation and service delivery
• Promotes a culture of service excellence and continuous improvement
• Addresses escalated patron matters and interprets policy to resolve complex service issues
• Develops, reviews, and refines operational policies and procedures related to public service delivery
• Makes data-informed decisions regarding programs, service models, staffing, and resource allocation to maximize community impact
• Performs administrative, customer service, or operational support duties as needed to ensure continuity of service

Financial Oversight and People Leadership

• Oversees departmental budgets, including materials, programing, and operational expenditures while ensuring fiscal responsibility
• Ensures effective development, coaching, and engagement of public service staff, including recruitment and retention
• Promotes cross-functional teamwork and system-wide consistency

Community Engagement and Collaborative Partnerships

• Represents the library in the community, building relationships with schools, government, nonprofits, and other organizations, as applicable to role scope
• Identifies and develops collaborative opportunities that enhance library services to expand community impact
• Serves as a visible ambassador for the library and its mission
• Facilitates communication and collaboration with other divisions (e.g. branches, technical services, marketing, etc.) to ensure alignment of services and messaging

Work Conditions

• Full-time, including evenings and…