Director of Customer Service


Arlington Heights Memorial Library
Library Type: 
Public Library

Position Details

Full Time or Part Time: 
Full Time
Full time position, 37.5 hours/week
Starting at $81,000 annually based on qualifications

Arlington Heights Memorial Library is proud of our long history as an industry leader of unparalleled customer service. We are seeking an innovative Director of Customer Services to carry on this tradition and lead our stellar staff to continually improve the customer experience for our community.

Primary Duties

  • Research, evaluate and lead implementation of all customer facing library services as defined by the library's strategic direction, mission, vision and values
  • Inspire development of innovative services that provide an exceptional experience for our customers
  • As a member of the Library Administrative Team, contribute to strategic direction and general management of the library


  • Hire, train and manage performance of public service managers
  • Engage with community organizations and individuals by representing the library at community events and in civic organizations
  • Become an expert on the customer services functions of the library
  • Communicate through action the desired Culture of our library
  • Responsible for budget management of service areas and lead administrative processes as required
  • Preparation and analysis of data and reports
  • Contribute to the creation and updating of library policies


  • 8+ years public library or customer service experience, including management of multiple service areas
  • Demonstrated aptitude for innovative thinking, fostering collaboration across departments, leading change and continuous improvement
  • Excellent verbal and written communication skills as well as highly effective collaboration skills
  • Ability to apply technology to improve services and work processes

Education: Masters degree in Library Science required

Benefits: Health, dental & vision insurance, 4 weeks vacation plus personal leave, 13 paid holidays, Illinois Municipal Retirement Fund (IMRF) pension plan and availability of 457/Roth savings plan.

To Apply

Application Deadline: 
Open until filled
Application Contact: 
Human Resources
Apply To: 
Arlington Heights Memorial Library
500 N Dunton Ave
Arlington Heights , IL 60004 42° 5' 16.35" N, 87° 58' 59.6676" W