Patron Services Manager

HOURS & SALARY: Full-time, 38 hours per week, pay range of $67,594 – $101,392 annually. Hiring range of $67,594 – $92,943 annually, depending on experience.

 

ABOUT THE LIBRARY

Working at Laramie County Library System (LCLS) means being part of an award-winning organization that sets the bar for library service both regionally and nationally. Named Library Journal’s 2008 Library of the Year, Laramie County Library System is driven by a clear mission: Ignite curiosity. Fuel imagination. Connect community. Be part of a team that serves nearly 385,000 visitors each year across a 103,000 sq. ft. central library, two branch libraries, and a mobile library. The Library plays a vital role in fostering learning, creativity, and meaningful community connection throughout Laramie County.

 

ABOUT OUR TEAM

The Patron Services Division is one of five divisions in Public Services and is responsible for the system wide library patron experience, particularly through frontline customer service in-person and virtually as well as managing the movement of library materials and user records.

 

ABOUT THE JOB

LCLS is excited to embark on a journey of operational changes going from a Circulation Services Division to Patron Services Division as part of a new strategic plan and is looking for an enthusiastic, innovative, and motivated Patron Services Manager to lead the change. As a member of the LCLS Leadership Team, this role will work with this team to lead, define, and assess the work of existing teams across the organization to ensure consistency and effectiveness to better serve our community.

 

JOB SUMMARY

The Patron Services Manager leads the Patron Services Division and envisions, develops, and sets the strategic direction for systemwide patron services and ensures a consistent, high-quality patron experience across all locations. This role provides leadership, supervises staff, and collaborates across divisions to implement strategic priorities and workplans.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

Division Leadership & Strategy

 

1. Leads the Patron Services Division and contribute to organization wide planning, budgeting and strategic initiatives.
2. Develops and manage the Division vision, goals, budgets, metrics, and performance measures; translate strategic goals into actionable plans.
3. Manages the full employee lifecycle for assigned staff, including recruitment, hiring, division onboarding, training, professional development, performance management, coaching, corrective action, and evaluation. Builds a culture of engagement, ownership, and service excellence.
4. Uses data and analysis to experiment and implement service models, operational efficiencies, and innovative practices to enhance the patron experience. Creates a flexible environment for implementing new library services. Ensure division procedures are current.
5. Uses established industry benchmarks to identify service gaps and drive quality improvements.

 

Operations & Service Delivery

 

1. Plans the processes and operations of Patron Services including but not limited to patron accounts and materials circulation. Ensures adequate frontline customer service coverage in assigned areas.
2. Oversees operations for the Burns and Pine Bluffs branch libraries.
3. Serves as Manager-on-Duty, exercising independent judgment in resolving patron concerns, operational disruptions, facility issues, and emergency situations.

Organizational Leadership & Partnerships

1. Leads tactical projects and systemwide initiatives through project management.
2. Represents the Patron Services Division on the Leadership Team. Leads cross-functional projects, task forces, and system-wide initiatives as assigned.
3. Represents the Patron Services Division in community partnerships, professional organizations, and collaborative initiatives. Acts as an ambassador for library services and programs.

 

Performs other duties as assigned, including working at public service points.

 

MINIMUM REQUIREMENTS 

• Bachelor’s degree from an accredited college or university and five years of relevant library experience, or equivalent combination
• Two years of supervisory experience, including hiring, training, coaching, and performance management

 

PREFERRED QUALIFICATIONS

• Master’s degree of Library Science (or equivalent) from an ALA-accredited institution.
• Public library experience

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES 

• Valid driver’s license or the 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 are encouraged to apply by completing an Application for Employment (available at https://lclsonline.org/careers) and submitting a cover letter and resume. This position is open until filled. The hiring committee will contact applicants who are selected for further testing or interviews. Initial applicant screening will begin the week of April 6, 2026. As a courtesy, we notify all applicants via email when a position is filled.

 

WORK SCHEDULE 

Work schedules will be predominantly normal business hours Monday through Friday. However, as a manager-on-duty this position will work one evening weekly and weekends on a rotational basis (typically once every 7-8 weeks). Anyone who works for the library must be willing to work anytime the library is open. Laramie County Library (Cheyenne) open hours are Monday – Thursday 9:00 a.m. to 8:00 p.m., Friday, Saturday, and Sunday 10:00 a.m. to 5:00 p.m. All employees are scheduled to attend monthly staff meetings and in-service days in Cheyenne. Regular travel to the Burns and Pine Bluffs branch libraries will be required.

 

BENEFITS

• LCLS pays 100% of employee contributions to the Wyoming Retirement System, a lifetime pension plan
• LCLS pays 85% of medical and dental premiums and provides $25,000 in employer-paid life insurance
• We provide 13 paid holidays, vacation, sick leave, and one personal day each year
• Vacation for this position starts at four weeks annually and increases with years of service
• Deferred compensation (457), vision coverage, prepaid legal services, and 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 the employee to move or manipulate moderately heavy equipment, boxes, carts, files, and/or stacks of material from one location to another. Work may include extended periods of time viewing a computer monitor and operating a keyboard. Requires sufficient manual dexterity that permits the employee to operate a computer, office, and library equipment.

 

QUESTIONS 

For questions about this position, contact Beth Cook, Director of Public Services at [email protected] or 307.773.7227.

 

LCLS is an equal opportunity employer. We support and adhere to the tenets of the Americans with Disabilities Act. LCLS is an at-will employer. LCLS provides a drug-free workplace for its employees in accordance with the requirements of the US Drug-Free Workplace Act of 1988. Hiring is contingent on a post-offer criminal history background check. LCLS participates in E-Verify.