Salary
$98,662.00 - $174,642.00 Annually

Location 
19840 Century Blvd Germantown MD 20874 USA

Job Type
Permanent

Job Number
2026-00328

Department
Department of Public Libraries

Division
LIB 71 Germantown Library

Opening Date
06/01/2026

Closing Date
6/8/2026 11:59 PM Eastern

FLSA
Exempt

• Description
• Benefits
• Questions

About the Position

Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $98,662 to $144,813 based on the candidate’s qualifications and experience.

WHO WE ARE
MCPL has a vision of a world where knowledge allows diverse communities to prosper and grow. In order to support this vision, we create opportunities through meaningful connections by acting as the knowledge sharing center for over 1 million diverse custmers.

Approximately 500 engaged and passionate staff provide services in 21 library locations and in community engagement using direct outreach and virtual assistance. MCPL is an open, inviting, and vital gateway to the information, ideas and enrichment that strengthen our county. A diverse, highly qualified staff continually assesses community needs and interests to support, encourage and inspire our customers.

MCPL believes in the right of all to learn and to grow. We value intellectual freedom, accountability, quality service, diversity, fairness, professional ethics, integrity of information and respect for our customers, our community, and ourselves. We are a learning organization that functions openly by exploring new ideas and using the collective talent, knowledge, and creativity of employees at all levels.

The Montgomery County Library System is committed to the full inclusion of all qualified individuals. MCPL values diverse perspectives, lived experiences, and cultures. MCPL encourages BIPOC (Black, Indigenous, and people of color), immigrants, women, LGBTQIA+, individuals with disabilities and veterans to apply. As part of this commitment, MCPL provides reasonable accommodation for people with disabilities to participate in the job application or interview process and/or to perform the essential functions of the position.

WHO WE ARE LOOKING FOR

Montgomery County Public Libraries is seeking a dynamic individual to serve as a Regional Manager within Library Administration. This Manager Ill position will supervise Branch Supervisors at multiple branch locations and perform other administrative work in the areas of branch operations and customer service management. This position will serve as the Customer Service Experience Manger for the system lead frontline service operations, supervise staff, resolve escalated patron concerns, and help elevate the overall customer experience across the library system.

• You enjoy helping other leaders perform to their highest potential and are comfortable ensuring accountability.
• You are organized, detail oriented, and able to seamlessly juggle multiple projects in multiple locations.
• You are emotionally intelligent and growth-minded; you welcome feedback and seek to learn through experience.
• You correspond respectfully, thoughtfully, and transparently up and down the chain of command and across departments as needed.
• You are passionate about ensuring customers have the best possible experience and finding ways to delight them.
• You support collaborative management and labor relationships and are enthusiastic about working with Union partners in delivering excellent service.

What You'll Be Doing

• Works with onsite supervisory teams to ensure branch staff are scheduled in a manner that results in a high level of customer service.
• Works collaboratively with library leadership and public service teams to strengthen service delivery, improve operational efficiency, and foster a culture centered on hospitality, accountability, and continuous improvement.
• Works with onsite supervisory teams to ensure branch staff are fully trained for positions
• Works with onsite supervisory teams to ensure Performance Management procedures are followed and timelines are met
• Responds to and resolves customer inquiries and complaints.
• Works with Human Resources Manager and subordinate supervisors on disciplinary actions, performance evaluations, accommodations, FMLA, and the grievance process at assigned branches
• Works with cohort of MCPL Regional Library managers to develop and implement modern library customer service models and branch customer service plans?
• Serves as primary point of contact on rotating basis to assist onsite Persons in Charge with matters that may arise across the system during library operating hours
• Responsible for establishing, updating, and maintaining Policies & Procedures pertinent to branch operation
• Engages teams in documenting, evaluating, and improving upon the many work processes in the branches and creates systemwide standard operating procedures (SOPs) from this effort
• Designs and implement service models that improve patron satisfaction, equity, and accessibility while evaluating outcomes through usage data, community demographics, and patron feedback
• Supports the department's Equity and Diversity work
• Analyses community demographics data within regional service area to better serve the community
• Supervise, train, mentor, and support frontline circulation and information desk staff while promoting adaptability, accountability, and hospitality-focused service
• Serve as the primary escalation point for sensitive or complex patron concerns and customer service issues
• Provides key input to guide budget planning, development, and allocation. Ensure allocated resources are used effectively
• Analyses system service requirements and recommends changes to improve operational efficiency and/or better serve the needs of the customer
• Works with other Regional Managers to ensure consistency and continuity of operations across the Department

Minimum Qualifications

Experience: Five (5) years of progressively responsible professional experience in organizational management in a community focused organization, such as a library, non-profit organization, educational institution or social service organization
Education: Graduation from an accredited college or university with a bachelor’s degree.

Equivalency: An equivalent combination of education and experience may be substituted.

License: Possession of a valid Class "C" (or equivalent) driver’s license from the applicant's state of residence when required for job-related duties.

Financial Disclosure: This role requires the completion of a financial disclosure.

Medical exam protocol: This position requires completion of a pre-employment medical history form to assess your ability to safely perform the essential duties of the role.

Preferred Criteria, Interview Preferences

We will use preferred criteria screening questions:

• Master's degree in library science (MLS or MLIS) from an ALA-accredited program is preferred.
• A minimum of three years progressively responsible supervisory or management experience in a large public library system.
• Demonstrated excellence in customer service leadership, customer experience management best practices, communication and interpersonal relations.
• Operations experience is a large, urban public library environment
• Project Management experience (PMP, PMI, Scrum Master Certifications)
• Significant experience managing in a union environment

IMPORTANT INFORMATION

The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.

Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.

MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.

This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.

Employer
Montgomery County (MD)

Address
101 Monroe Street
7th Floor
Rockville, Maryland, 20850

Phone
240-777-0311

Website
https://www.montgomerycountymd.gov/ohr

Learn more and apply online »