Patron Services Manager
About the role
The Laramie County Library System (LCLS) is an award-winning organization that aims to ignite curiosity, fuel imagination, and connect communities. It serves nearly 385,000 visitors annually across three locations, including a central library, two branch libraries, and a mobile library.
About the team
The Patron Services Division is part of Public Services and focuses on the library patron experience, including frontline customer service and managing library materials and user records.
About the job
LCLS is transforming its Circulation Services Division into the Patron Services Division as part of a new strategic plan and is seeking a Patron Services Manager to lead this change. This role involves leading the division, defining strategy, and ensuring a high-quality patron experience across all locations.
Job summary
The Patron Services Manager oversees the Patron Services Division, develops strategic direction, and ensures a consistent, high-quality patron experience. They also lead, supervise, and collaborate across divisions to implement strategic priorities and workplans.
Essential duties and responsibilities
Leadership and strategy: Lead the Patron Services Division, contribute to organization-wide planning, budgeting, and strategic initiatives; develop and manage division vision, goals, budgets, metrics, and performance measures; translate strategic goals into actionable plans.
Division management: Manage the full employee lifecycle for assigned staff, including recruitment, hiring, onboarding, training, professional development, performance management, coaching, corrective action, and evaluation; build a culture of engagement, ownership, and service excellence.
Data-driven improvement: Use data and analysis to experiment and implement service models, operational efficiencies, and innovative practices to enhance the patron experience; create a flexible environment for implementing new library services; ensure division procedures are current; identify service gaps and drive quality improvements.
Operations and service delivery
Plans processes and operations for Patron Services, including patron accounts and materials circulation; ensures adequate frontline customer service coverage in assigned areas; oversees operations for the Burns and Pine Bluffs branch libraries; serves as Manager-on-Duty, handling patron concerns, operational disruptions, facility issues, and emergencies.
Organizational leadership and partnerships
Tactical projects and systemwide initiatives: Lead tactical projects and systemwide initiatives through project management; represent the Patron Services Division on the Leadership Team; lead cross-functional projects, task forces, and system-wide initiatives as assigned; represent the Patron Services Division in community partnerships, professional organizations, and collaborative initiatives; act as an ambassador for library services and programs.
Minimum requirements
Bachelor's degree from an accredited college or university with five years of relevant library experience, or equivalent combination of education and experience; two years of supervisory experience, including hiring, training, coaching, and performance management.
PREFERRED QUALIFICATIONS
Master's degree in Library Science (or equivalent) from an ALA-accredited institution; public library experience.
Required knowledge, skills, and abilities
Valid driver's license or ability to obtain one within six months; strong project management and software proficiency; working knowledge of public library operations; effective supervisory, training, and communication skills; ability to work flexible work schedules including weekends and evenings.
Selection process
Interested applicants should apply by submitting an Application for Employment and a cover letter and resume. The selection process includes initial applicant screening starting April 6, 2026, and further testing or interviews based on selection.
Work schedule
The position requires work schedules predominantly during normal business hours Monday through Friday, with one evening weekly and weekends on a rotational basis (typically once every 7-8 weeks).
Benefits
Wyoming Retirement System: 100% of employee contributions covered.
Medical and dental premiums: 85% covered by LCLS.
Life insurance: $25,000 provided by LCLS.
13 paid holidays, vacation, sick leave, and one personal day per year; four weeks annually for this position, increasing with years of service.
Deferred compensation (457); vision coverage; prepaid legal services; other voluntary benefits.
Access to the Cheyenne-Laramie County Employees Federal Credit Union.
Physical effort and working environment
The essential duties and responsibilities of this job require moving or manipulating moderately heavy equipment, boxes, carts, files, and stacks of material from one location to another. Extended periods of time viewing a computer monitor and operating a keyboard are required. Manual dexterity is needed to operate computer, office, and library equipment.
Questions
For questions about this position, contact Beth Cook, Director of Public Services at bcook@lclsonline.org or 307.773.7227.