Operations Supervisor

Job Title: Operations Supervisor

Location: Wenatchee Public Libraries

FLSA Status: Non-Exempt

Position Type: Full-Time

Wage: Grade L, $28.50 - $38.31

Bargaining Unit: Unit 2

Position Summary:

The Operations Supervisor is responsible for supervising assigned staff and ensuring consistent and efficient daily operations at a large branch library that operates as a service hub in its region (typically serving a population of more than 40,000).

This resourceful and hands-on leader is energized by solving problems and working alongside a team of frontline staff to deliver a reliable, high-quality customer service experience to every person who walks in the library's door. They manage all daily, weekly, monthly, quarterly, and annual operational needs, including staff scheduling, circulation of materials, supply inventory, cash handling, equipment maintenance, and facility issues. This position partners closely with the Supervising Librarian II to support programming, outreach, and public service development as needed.

The Operations Supervisor positively impacts staff culture at their location by leading with empathy, setting clear guidelines and vision, giving direction and feedback, regularly coaching staff, addressing performance concerns, and maintaining an active and engaged presence. They actively support the strategic direction of the library system through proactive change management and the development of efficient systems and procedures that are aligned with all district-wide policies, procedures, guidelines, and initiatives. The ability to recognize areas for improvement and address them with a practical and proactive approach is a requirement of this position.

This position serves as the liaison between NCW Libraries and building maintenance staff and may occasionally serve as a point of contact with partnering organizations, community groups, or the local Friends of the Library.

This position reports to the Supervising Librarian II or III and provides direct supervision to Customer Service Technicians and Page staff.

Core Competencies:

At NCW Libraries, we believe that the foundation of our success lies in the unique abilities and skills each team member brings to the table. The core competencies outlined below represent the key attributes and behaviors that are essential for excelling in this role. We seek individuals who embody these qualities and are committed to fostering a dynamic, innovative, and collaborative work environment. If you possess these competencies, we encourage you to apply and join us in driving NCW Libraries forward.

• Ethical Practice: Consistently demonstrates integrity through behavior, character, and action. Reliably applies good judgment that reflects organizational values.

• Professionalism: Completes work to a set standard, both as an individual and part of a team. Exhibits competence and proficiency, and consistently demonstrates accountability. Serves as a positive representative of the library district both at work and in the community.

• Building Respectful Relationships: Promotes confidentiality and trust, fosters a positive culture, and exhibits respect with all verbal and nonverbal communication.

• Effective Communication & Collaboration: Provides concise, timely, and accurate information through appropriate channels, internally and externally. Welcomes and offers constructive feedback. Listens actively and works effectively with others to achieve organizational goals and objectives.

• Adaptability: Responds positively to organizational change and shows a willingness and flexibility to learn and develop. Able to assess and make decisions in the moment, even when lacking complete information. Remains calm during tense or challenging situations or periods of stress.

• Valuing Diversity & Promoting Inclusiveness: Values diverse perspectives, consistently exhibits inclusive behavior, and cultivates respect for all individuals, groups, and cultures. Approaches relationships and communication with staff and community with respect and recognizes opportunities for their own personal learning and growth.
• Library Advocacy & Intellectual Freedom: Promotes and supports the fundamental purpose of the public library, including mission, vision, and strategic directions of NCW Libraries. Understands and can articulate the library's role in providing free and equal access to ideas, information, resources, and services, from all points of view, without restriction, to every individual.

Essential Duties and Responsibilities:

• Develops and implements goals and plans for customer experience, circulation procedures, facility use changes, and operational efficiencies.
• Works closely with branch staff to define and ensure the delivery of excellent customer service. Promotes and models this behavior in all internal and external customer interactions, which may include circulation support, reference, reader's advisory, technology assistance, and more.
• Positively responds to all customer complaints whether received directly or referred by other district staff. Maintains a high level of professionalism and customer service while resolving patron code of conduct violations and when confronted with challenging patrons.
• Promotes and supports principles of Intellectual Freedom with staff and patrons. Resolves related concerns and redirects to appropriate sources as needed.
• Manages all operational needs and works with the appropriate support departments to resolve anticipated and unexpected issues that could disrupt service. Regularly analyzes library use data related to circulation, foot traffic patterns, technology use, and more to plan, revise, and refine staffing, hours of operation, and other relevant operations functions.
• Responds to building maintenance and safety issues and emergencies as needed, including prompt and collaborative communication with the designated building-owner's representative. Tracks issue resolution and elevates major concerns to supervisor and Facilities Manager.
• Facilitates a safe work environment, conducts employee accident investigations as needed, and collaborates with other departments to resolve issues.
• Ensures collections are right-sized and maximized for circulation of materials by leading and managing weeding, merchandising, or display projects as assigned by the Supervising Librarian II or III.
• Facilitates the use of library meeting space by members of the public, ensuring that spaces remain clean and organized, and that any equipment is in working order. Upholds library policies related to public meeting room use.
• Works with Human Resources and the Supervising Librarian II or III to recruit and hire qualified staff for open Customer Service Technician and Page positions.
• In partnership with the Supervising Librarian II or III, oversees onboarding of assigned new staff, provides ongoing staff training and opportunities for professional development, engages in regular check-ins with each assigned staff member, and works to resolve employee concerns, conflicts, and grievances. May provide progressive discipline to correct performance concerns of direct reports in collaboration with Supervising Librarian II or III and Human Resources.
• Ensures accuracy of staff and substitute timesheets and signs off on them for payroll.
• In collaboration with the Supervising Librarian II or III, identifies opportunities to engage community volunteers in meaningful work that increases the capacity of the branch to serve the public. Manages volunteer schedules and ensures volunteers have sufficient training to be successful.
• Ensures that all NCW Libraries policies and procedures are being followed at the branch and provides input for improvement of policies and procedures that directly impact branch services and operations.
• Performs other duties as assigned, apparent, or required.

Education & Experience:

• Bachelor's degree from a four-year college or university.
• Three years of related experience with a minimum of one year of supervisory experience.
  • Other combinations of education and experience which provide the required knowledge and skills to allow successful performance in the position will be considered.
• Bilingual in English and Spanish preferred.

Knowledge, Skills, and Abilities:

Knowledge of:

• Principles, practices, and techniques of modern library operation.
• ALA Code of Ethics, Library Bill of Rights, and Freedom to Read Statement.
• Principles and practices for effective and engaged management.
• ILS Software, Microsoft Suite, Google Suite, computer scheduling software, and emerging technologies.

Ability to:

• Interpret, enforce, and hold staff and patrons accountable to NCW Libraries policies and procedures.
• Develop a positive, respectful atmosphere for all members of the branch team with an emphasis on collaboration and inclusion.
• Establish and maintain effective working relationships with staff across the district, outside agencies, community groups, library patrons, and the general public.
• Communicate effectively, both orally and in writing, to a variety of audiences using a variety of mediums.
• Effectively use current and emerging technologies and assist others with basic troubleshooting of a wide variety of technology tools.
• Manage difficult or emergency situations calmly and professionally.
• Work quickly and accurately in independent and team settings, follow directions, meet deadlines, be self-directed and detail-oriented, recognize and set priorities, use initiative and problem-solving skills, and exercise sound judgment.

Compensation and Benefits:

• The pay grade for this position spans from $28.50-$38.31/hour divided into 11 steps. New employees typically start at step 1 of the pay range, unless it is determined that previous experience and education warrant a higher starting wage. Employees demonstrating good performance can expect a 3% annual step increase on their anniversary date as adopted in the annual budget.
• NCW Libraries offers a Bilingual pay incentive for demonstrated fluency in Spanish for identified positions.
• Washington State PERS retirement.
• Employee Assistance Program (EAP).
• Employer Paid Dental, Vision and Life and LTD for the employee.
• Medical coverage available (most plans paid in full for the employee).
• 12 paid holidays throughout the year, plus 2 personal holidays of their choice.
• 8 hours of sick leave accrued per month for full-time employees.
• 8 hours per month vacation leave accrual for full-time employees; this increases over time based on years of employment.
• Other types of paid time off for a variety of situations, including jury duty and bereavement leave.
• Eligibility for additional voluntary life and ADD insurance, income protection plans, flexible spending accounts, deferred compensation, identity and fraud prevention, legal protection, pet insurance and BenefitHub Discounts.

Work Environment & Physical Demands:

• Work is performed primarily in a busy public library setting with extended periods of standing, walking, sitting, working in front of a computer monitor, and engaging in conversations (in person and over the phone). Multiple interruptions, troubleshooting, and problem-solving are illustrative of the environmental requirements of the position.
• Regularly requires lifting or moving items of up to 25 pounds, and occasionally requires lifting or moving items of up to 50 pounds.
• Occasionally requires working off-site in a variety of indoor and outdoor settings.
• Some early morning, evening, and weekend work is required.

Equal Opportunity Employer:

NCW Libraries is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all walks of life and are committed to supporting diverse talent. We ensure all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by law. If you need assistance or accommodation during the application process due to a disability, please contact us at HR@ncwlibraries.org.

---