HOUSTON PUBLIC LIBRARYDEPUTY DIRECTOR

CUSTOMER EXPERIENCE

Linking YOU to the Worldwww.houstonlibrary.org

If you are a visionary,

transformational leader, who

values exceptional customer

service, we would love to

hear from you.

FROM THE DIRECTORWhat a great time to join our team here at the Houston Public Library (HPL). Your timing is impeccable! With an emphasis on

emerging technologies, data driven decision making, new models of service, exciting programs, and innovative services, HPL is

poised for greatness.

Our library embraces the tenets of Continuous Improvement so we are continually evolving. We have recently adopted new

vision and mission statements and we are currently engaged in a strategic master planning process. Planning means we are

pausing organizationally to discover, listen, learn and grow. The Deputy Director for Customer Experience (DDCE) will play an

essential role in helping to shape and lead HPL’s future direction to ensure that we remain a vital community partner and to

ensure we deliver the very best technologies, materials, services and programs to our customers.

The successful candidate has an awesome opportunity to join a team that welcomes the challenge of meeting the emerging

demands of our city while embracing the current and future trends in the industry and in the world. I invite you to come

join us to share your creative ideas, skills and talents with our team of innovative forward thinkers. If you are a visionary and

transformational leader who values exceptional customer service, we would love to hear from you!

Our MissionWe link people to the world.

Our VisionHPL is a vital member of a dynamic and diverse local, national and global community.

Rhea Brown Lawson, PhD, Director

CITY OF HOUSTON, TEXASAlive with energy and rich in diversity Houston is a dynamic mix of imagination, innovation, talent and first-class attractions that make it a world-class city. Long noted for excellence in healthcare systems and top ranked hospitals, Houston is home to The Texas Medical Center, the world’s largest medical complex.

Living in America’s fourth largest city has its perks. Houston’s Theater District is second only to New York City, giving Houstonians access to more than 500 cultural, performing and visual arts venues.

Boasting the second lowest cost-of-living among American cities Houston has a winning combination of low cost-of-living and high quality-of-life. With the most affordable housing of the nation’s 10 most populated metropolitan areas, Houston offers a variety of choices.

Houston’s diverse population speaks more than 90 languages. This rich diversity not only fuels the city’s vast cultural experiences but also more than satisfies the population’s multiple international palates. With all that Houston has to offer, it’s no wonder that Houston topped Forbes Magazine’s 2012 list of “America’s Coolest Cities to live.”

HOUSTON PUBLIC LIBRARYThe award-winning Houston Public Library (HPL) is the largest public library system in the state of Texas and the seventh largest public library system in the United States. Through its multiple locations, outreach services, and virtual resources, HPL serves over 20,000 users a day and provides an impressive array of innovative services and programs for a diverse service population of over 2 million people. HPL has 44 locations that include 31 Neighborhood Libraries, four Regional Libraries, three Special Collection Libraries, four Express Libraries, one mobile unit (HPL Mobile Express) and a satellite library located in the Children’s Museum of Houston.

The Central Library, located in downtown Houston, anchors this constellation of service points. Notably, all services and privileges that accompany the Houston Public Library Card are free to all residents in the state of Texas.

The HPL is a thriving and engaged community member that enhances the quality-of-life in the city’s diverse neighborhoods. The Library’s locations serve as community spaces where people of all ages, backgrounds, and life stages come to improve their lives, fuel their dreams, nourish their intellect, engage with others, and discover other points of view. Our talented, innovative, customer focused staff ensures HPL customers are provided with relevant, leading edge services and programs that are supported by state of the art technology.

Boasting the second lowest cost-of-living among American cities, Houston has a winning combination of low cost-of-living and high quality-of-life.

DEPUTY DIRECTOR OF CUSTOMER EXPERIENCE The Houston Public Library (HPL) is seeking a uniquely talented library professional with proven leadership and team building ability, to provide transformational leadership in today’s digital library environment while envisioning and preparing for the library of the future. This individual is smart, strategic, and results-driven with extensive experience in public service delivery, deep knowledge in multiple project management, operational improvement and change management. The Deputy Director of Customer Experience (DDCE) is an exciting executive leadership opportunity in a forward thinking organization.

The DDCE serves as an integral member of the HPL Executive Leadership Team and plays a critical role in leading HPL forward. In tandem with the Library’s vision and mission, the DDCE is charged with envisioning, creating, and implementing a fresh direction for library services for HPL’s public service locations that will include innovative learning spaces, and stellar customer experiences. The successful candidate will be able to demonstrate the ability to blend traditional and leading-edge library services in an environment of continuous improvement and evolution.

The ideal candidate will have demonstrated success aligning people, process and technology; excellent leadership, communication, interpersonal and customer relationship skills; and, is successful interfacing with executive management, business partners, stakeholders, and staff. The individual we seek can quickly build trust, is politically savvy, and works successfully in a large, diverse, urban environment.

POSITION DESCRIPTION:Reporting directly to the Library Director, the essential functions of the position include:

Providing vision, leadership, innovation and oversight for public service units; continuously reviewing the methods and procedures used in public service units to ensure the use of best practices; ensuring that public service unit staffs are providing excellent customer service and that programs and services are meeting the current needs of customers; identifying current and future staff training needs and ensuring that training needs are addressed; continuously evaluating and improving the ways in which customers experience the library; assisting in the gathering of data and preparation of administrative and operational reports; representing the Library to external organizations; participating in planning, developing, and monitoring capital projects; supporting the delivery of a consistent library brand experience that respects the uniqueness of Houston’s diverse neighborhoods and communities; participating in the development of the Library’s annual budget; acting as department head in the absence of the Library Director as needed; performing other job-related duties and special projects.

What a great time to join our team here at the Houston Public Library. Your timing is impeccable!

Dr. Rhea Brown Lawson, DirectorHouston Public Library

Deputy Director Position Cont.

This position reports directly to the Library Director. Qualified candidates will have a Master’s Degree in Library and Information Studies and ten years of professional experience with at least four of those years in a managerial capacity. Prefer experience in a leadership capacity at a large urban library.

If you are a visionary, transformational leader, who values exceptional customer service, we would love to hear from you.

This is may not be the role for you, if:• You lack experience with a culturally diverse urban population• You have not held a leadership role in a large library setting for at least three years• You are comfortable only with traditional library services• You are not comfortable with the speed of change in libraries• You are not able to share at least two examples of innovation and transformation from your experience• You cannot adjust quickly to changing priorities• You are not conversant about current trends in public libraries

COMPENSATION AND BENEFITSThe annual salary range for the position is $110, 000 - $125,000 dependent upon experience and qualifications. The City of Houston offers a comprehensive benefits package with the following options:

• Medical Insurance• Dental Insurance• Basic and Voluntary Life insurance• Supplemental Insurance• Healthcare Flexible Spending Account• Family Medical Leave• Long Term Disability• Vacation – beginning with 10 days per year• Sick Time • Personal Leave Time• Holidays – 11 paid holidays per year• Wellness• Retirement/Pension Plans – City of Houston Municipal Employee’s Pension System; 457 Defined Contribution

Retirement Plan

For more information on City of Houston benefits options, please visit: http://www.houstontx.gov/hr/benefits.

HOW TO APPLYIf you are a visionary and transformational leader with exceptional customer service skills who values creativity and innovation we would like to hear from you.

Submit an application online at www.houstontx.gov/hr/jobs for the Deputy Director of Customer Experience position, PN#_________. Attach your cover letter and résumé including at least three professional references and current salary. Successful candidates will be contacted for a preliminary phone interview and provided information for next steps at that time. Unsuccessful candidates will be contacted via email or mail.

We look forward to hearing from you!

Linking YOU to the Worldwww.houstonlibrary.org

500 McKinney | Houston, TX 77002 | 832.393.1313