Patron Services Manager
Matteson Area Public Library District (MAPLD)
Matteson, Illinois
Position Overview
The Matteson Area Public Library District is seeking a dynamic and service-driven Patron Services Manager to lead frontline public service operations. This position plays a key role in ensuring an exceptional, welcoming, and consistent patron experience across all service points. The ideal candidate is a collaborative leader who thrives in a public-facing environment, values accountability, and is passionate about serving a diverse community.
Key Responsibilities
- Lead and supervise Circulation staff
- Ensure consistent, high-quality customer service aligned with library standards
- Model and reinforce positive patron interactions and conflict resolution
- Oversee daily desk operations, scheduling, and coverage
- Train, coach, and evaluate staff performance
- Address patron concerns and resolve escalated service issues
- Enforce library policies with professionalism and consistency
- Collaborate with department managers to improve service delivery
- Monitor workflows and recommend improvements for efficiency and user experience
- Support implementation of new services, procedures, and technologies
Qualifications
- Bachelor’s degree preferred
- Minimum 3–5 years of customer service experience (library or public sector preferred)
- Supervisory or management experience strongly preferred
- Strong communication, leadership, and problem-solving skills
- Ability to handle challenging patron interactions with professionalism
- Experience with library systems (e.g., ILS, circulation systems) preferred
Work Schedule
- Full-time position
- Includes evenings and weekends
Salary & Benefits
- Salary: $54,700
- IMRF participation
- Health, dental, and vision insurance
- Paid time off and holidays
Why This Role Matters
At MAPLD, customer service is at the center of everything we do. This role ensures that every patron—whether they are seeking information, technology support, or a welcoming space—receives consistent, respectful, and high-quality service.