Assistant Director—Customer Experience

Do you want to be a vital part of the Leadership Team in a dynamic organization serving one of the largest populations and service areas in the United States? The Houston Public Library (HPL) ( seeks an eager, committed and experienced candidate with proven leadership skills and the ability to motivate and inspire staff to become the next Assistant Director of Customer Experience (ADCE). This individual is smart and strategic, effective, timely and innovative in delivery of objectives with experience in public library service delivery, project management, operational improvement, and change management. With approximately 500 FTE and $42 million operating budget, HPL serves 2.2 million citizens through 37 Neighborhood Libraries, a Central Library, and three Special Collections Libraries. The ADCE serves as an integral member of the Houston Public Library's Executive Leadership Team and plays a critical role in leading HPL forward. The successful candidate will be able to demonstrate the ability to blend traditional and leading-edge library services in an environment of continuous improvement.

Responsibilities. Under the direction of the Deputy Director of Customer Experience, the Assistant Director—Customer Experience’s duties include, but are not limited to, providing strategic direction for the Central Library, 36 Neighborhood Libraries, 3 Special Collections Libraries and Mobile Express Library.   With up to 7 direct reports and approximately 350 indirect reports;  responsible for public facing operations and service delivery including directly supervising, coaching, and mentoring Senior Managers of Central Library, Neighborhood Libraries and Special Collections; resolving complex customer issues, ensuring consistent operations between HPL's locations, and overseeing the performance and development of frontline staff in partnership with the Deputy Assistant Director of Customer Experience; serving as an organizational leader, with a focus on operational improvement and change management as well as serving as a large-scale project manager; working closely with the Deputy Director of Customer Experience to develop initiatives and strategies to enhance the service priorities and goals for the Library and City; and assisting in the planning process of Library renovations and representing the Department at Capital Improvement Plan meetings in the community.

Qualifications. Minimum qualifications include a Bachelor’s degree in Business Administration, Public Administration or a closely related field and seven years of experience with a minimum of three years in a managerial capacity. A Master’s degree may be substituted for two years of experience. Preferred qualifications include an ALA-accredited MLS; experience working in management/leadership at a large urban library; and experience working with people of diverse backgrounds. Strong interpersonal and collaboration skills, fluency in two or more languages, and current work with professional state/national organizations are desirable. See Assistant Director—Customer Experience ( for the full position description.

Compensation. The starting salary range is $100,000 – 120,000 commensurate with experience and includes a competitive benefits package. For further information, please visit Bradbury Miller Associates (  Apply via email with a meaningful cover letter and resume as Word or PDF attachments to Jobeth Bradbury, [email protected]. This position will close December 13, 2020.

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

EEO Equal Employment Opportunity: The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.