Chief Public Services Officer

Description

The Chief Public Services Officer (CPSO) serves as a strategic partner to the Chief Executive Officer (CEO) and provides executive leadership and organizational oversight for all public-facing library services, programs, and experiences. This position advances the Library’s mission, strategic priorities, and community impact by ensuring equitable, responsive, and high-quality service delivery across the Library system while promoting innovation, collaboration, accountability, and continuous improvement.

Reporting to the Chief Executive Officer or their designee, the Chief Public Services Officer provides executive oversight and strategic leadership for Branch Operations, Central Library, Special Collections, Outreach, Reader’s Services, and Youth and Family Engagement. The position works closely with the Executive Team, Library Board of Trustees, staff, community partners, and stakeholders to advance the Library’s strategic and organizational priorities while ensuring the Library’s commitment to diversity, equity, inclusion, accessibility, and belonging is embedded throughout public service planning, program development, and service delivery.

The Chief Public Services Officer assumes a key role in fostering a culture of service, collaboration, continuous improvement, and belonging while ensuring Library services effectively meet the evolving needs of the diverse communities served. The position leads strategic public service initiatives;
identifies opportunities to strengthen patron experiences and community outcomes, advises executive leadership on public service trends, community needs, and service effectiveness;
and ensures the Librarydelivers meaningful, impactful, and accessible experiences through the urban public library district.

The Chief Public Services Officer may represent the Chief Executive Officer or the Executive Deputy Director and assume delegated leadership responsibilities in their absence.

This is a full-time, exempt position with a salary range of $138,731 - $160,000, plus excellent benefits.

Executive Team Commitment to Diversity, Equity, Inclusion, Accessibility & Belonging

The Kansas City Public Library envisions a Kansas City inspired by possibility, where everyone belongs. Executive Team members advance this vision by embedding diversity, equity, inclusion, accessibility, and belonging in the Library’s organizational culture, decision-making, and services. Through intentional leadership, accountability, and community partnership, Executive Team members cultivate a welcoming and equitable environment where staff, patrons, and community partners feel valued, barriers to access are reduced, and all communities can see themselves reflected in the Library’s spaces, services, and experiences.

Job Duties (Essential Functions)

Executive Leadership:

• Serve as a member of the Executive Team and contribute to Library-wide strategy, planning, policy development, resource alignment, service innovation, and organizational decision-making.
• Act as a strategic advisor to the Chief Executive Officer regarding public service effectiveness, patron experience, community engagement, and service delivery.
• Represent the Library and assume delegated leadership responsibilities in the absence of the Chief Executive Officer or the Executive Deputy Director.
• Lead public service planning and implementation efforts in partnership with the Executive Team to advance the Library's strategic plan and organizational priorities.
• Advise the Chief Executive Officer and Executive Team on public service trends, emerging community needs, service opportunities, and organizational priorities.
• Ensure diversity, equity, inclusion, accessibility, and belonging are integrated into public service leadership, planning, programs, policies, and practices.
• Promote and model a culture of service, accountability, collaboration, innovation, and continuous improvement throughout the organization.

Public Services Strategy and Performance

• Provide executive leadership for public service strategy, implementation, evaluation, and continuous improvement initiatives.
• Establish and oversee system-wide goals for branch operations, patron experience, program delivery, community engagement, and service excellence.
• Translate organizational strategy into actionable public service priorities, implementation plans, and measurable performance outcomes.
• Ensure public services advance equity, inclusivity, and accessibility while addressing the needs of diverse urban communities.
• Oversee system-wide public service performance measurement and reporting to ensure decisions are informed by data and aligned with organizational goals.
• Monitor and assess public service effectiveness and recommend strategies that strengthen community impact, service quality, accessibility, and patron engagement.
• Collaborate with Executive Team members and department leaders to identify organizational opportunities, address challenges, and improve service outcomes.
• Participate in and support comprehensive organizational strategic planning and facilities planning initiatives.

Departmental Oversight and Organizational Alignment

• Provide executive oversight and strategic guidance for the Central Library, Branch Operations, Youth and Family Engagement, Readers' Services, Missouri Valley Special Collections, Outreach, and related public service functions.
• Ensure departmental goals, initiatives, budgets, staffing plans, and resources align with organizational and strategic priorities.
• Drive innovation, service development, and cross-functional alignment across public service divisions.
• Oversee the development, implementation, and evaluation of public service models, programs, and service standards.
• Ensure consistent system-wide application of public service policies, procedures, and service expectations across all locations and departments.
• Oversee the development, implementation, and interpretation of policies related to library services, public spaces, patron engagement, and access to resources.
• Champion adherence to the Library Bill of Rights and organizational policies related to equitable access, intellectual freedom, user privacy, and public service excellence.
• Ensure organizational systems, policies, procedures, and operational standards support equitable access, exceptional patron experiences, and organizational effectiveness.
• Provide leadership, coaching, and support to directors and senior leaders responsible for public service functions.
• Promote coordination and collaboration across divisions and departments to improve organizational effectiveness and service outcomes.
• Partner closely with the Chief Operating Officer to align service delivery with operational capacity, facilities, collections, safety, compliance, and financial stewardship.
• Partner closely with the Chief Impact and Strategy Officer to align services, programs, evaluation efforts, and community outcomes with the Library's strategic priorities.

Community Partnership and External Stakeholder Engagement

• Represent the Library in community, civic, governmental, educational, and professional settings.
• Build and maintain productive relationships with schools, community organizations, public agencies, cultural institutions, and community partners.
• Support the development of partnerships and collaborative initiatives that advance the Library's mission and strategic priorities.
• Promote awareness of Library services, programs, and community impact.
• Work collaboratively with the Chief Executive Officer and Executive Team to support Library Board of Trustees and Foundation Board of Trustees priorities, engagement efforts, and strategic initiatives.
• Serve as an ambassador for the Library and advocate for equitable access to information, learning, and opportunity throughout the community.

Staff Leadership and Organizational Culture

• Foster a collaborative, inclusive, accountable, and high-performing organizational culture.
• Support leadership development, succession planning, and professional growth opportunities throughout the organization.
• Promote organizational practices that strengthen employee engagement, communication, and belonging.
• Serve as an executive liaison to employee resource groups as assigned.
• Perform other duties as assigned in support of the Library mission and strategic priorities.

RequirementsKnowledge, Skills, and Abilities

• Demonstrated executive-level leadership experience overseeing public services, community engagement, programming, or related organizational functions.
• Strong analytical and problem-solving skills.
• Ability to assess complex public service challenges and develop effective solutions.
• Experience leading enterprise-wide initiatives, service improvements, and organizational change efforts.
• Knowledge of public library services, community engagement strategies, program development, and emerging trends in public librarianship.
• Ability to analyze service usage patterns, community needs, and operational data to inform strategic improvements in library services and programs.
• Exceptional verbal and written communication, presentation, relationship-building, and collaboration skills.
• Ability to work effectively with the Chief Executive Officer, Library Board, Executive Team, staff, community partners, public officials, and stakeholders.
• Sound judgment, discretion, integrity, and ability to manage sensitive and confidential information.
• Demonstrated commitment to diversity, equity, inclusion, accessibility, and belonging.
• Ability to mentor, coach, and support directors responsible for public service departments.

Required Education and Experience

• Bachelor's degree in library science, public administration, education, social sciences, organizational leadership, or a related field, or an equivalent combination of education and experience.
• At least seven years of progressively responsible senior leadership experience overseeing public services, community engagement, educational programming, library operations, or related functions in public service, library, nonprofit, governmental, civic, educational, or community-based organizations.
• Demonstrated experience providing executive leadership for multiple public service functions, including branch operations, outreach, youth services, community engagement, programming, readers' services, collections access, or related areas.
• Experience leading strategic priorities, service improvement initiatives, organizational change efforts, or cross-functional projects.
• Proven ability to manage budgets, allocate resources strategically, and align multiple departments with organizational priorities.
• Experience working with governing boards, public officials, community partners, and organizational stakeholders.
• Demonstrated commitment to equitable, inclusive, and community-centered leadership practices.

Preferred Qualifications

• Master's degree in Library and Information Science (MLIS), Public Administration, Education, Organizational Leadership, Nonprofit Management, or a related field.
• Experience in a large urban public library system or other mission-driven public service organization.
• Experience leading large, multi-site public service operations serving diverse communities.
• Experience leading system-wide service strategies, innovation initiatives, and organizational transformation efforts.
• Knowledge of Kansas City's civic, governmental, educational, and nonprofit landscape.

Work Environment

This position operates in a professional office and community environment. Work requires regular interaction with donors, board members, staff, volunteers, civic leaders, and community partners. Evening and weekend work may be required for board meetings, donor meetings, cultivation events, Library programs, and community activities. Local travel is required, with occasional regional or national travel possible for donor engagement, professional development, or conferences.

Other Duties

Please note, this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with this position.

The employee must be able to perform the essential functions of the position satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job, unless doing so would cause undue hardship to the Library.

Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

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