Vice President, Customer Engagement


Responsible for directing public library service operations, activities, and staff across the organization, including community library services and key program areas. Provides leadership in the strategic planning process and establishes business objectives. Leads public service management team. Works with Library leadership team to resolve issues that arise and effectively communicates to ensure internal and external customer satisfaction. Assesses library resources, collections, programs and employee skills relative to achieving customer satisfaction. Motivates, coaches and mentors staff to deliver services and programs to fulfill the Library’s mission. Plans resource and staffing needs in order to ensure that support is available to fund initiatives and operations. Provides leadership in the strategic planning process and meets agreed deadlines for planning and implementation initiatives. Oversees grant funded programs and operations and ensures effective use of grant funding. Develops and leads implementation of new services, programs and initiatives. Interprets, communicates, and reinforces the vision of customer satisfaction and services for public service in alignment with the Library’s mission and strategic directions. Suggests and develops ways to improve and streamline service delivery and program offerings. Develops partnerships with other organizations, including agencies, educational institutions, CBO’s and civic associations to build public support for Queens Library and leverage partnership opportunities. Assists with planning and defining volunteer recruitment and retention in all aspects of volunteer work. Develops and manages effective partnerships across the organization with internal and external capital project partners to assess, plan, launch and complete capital projects for community libraries and other library service outlet including new construction.. Allocates resources in the most cost-effective manner to ensure maximum return on investment and to achieve quality customer service.


An ALA accredited MLS/MLIS degree is required. (10) Years of work experience in a library environment that includes (5) years of managerial experience is required. Strong written, verbal and organizational skills, as well as the ability to work well with diverse populations is essential. Must be able to apply principles of leadership, analyze and interpret business information and formulate business strategies and plans. Demonstrated knowledge of current library service operational practices, customer engagement, relevant labor/employment and other laws relevant required.


Queens Borough Public Library, a private non-profit corporation located in Queens, New York, is a national and international leader in the delivery of public library service. The Queens Library includes 63 public libraries with 1,700 employees.


Please send your resume and cover letter to Execsearch@queenslibrary.org and reference “Vice President, Customer Engagement - EXT QLWP” in the subject line. Resumes will only be accepted by email.

The Queens Library is an Equal Opportunity Employer