Management

2 weeks ago

Toronto, Canada Toronto Public Library Full time

Job Number:

- J0725-0444
- Posting Date:

- July 25, 2025
- Closing Date:

- September 5, 2025
- Job Title:

- Director, Branch Operations & Customer Experience
- Branch/Department:

- Toronto Reference Library
- Division:

- Branch Operations & Customer Experience
- Employment Type:

- Permanent Full Time
- # of Open Positions:

- 1
- Salary:

- $162,467.00 - $215,307.00

Director, Branch Operations & Customer Experience

Toronto Public Library

The Toronto Public Library (TPL) is North America’s biggest and busiest public library system, welcoming over 46 million annual visits to its 100 branches and digital platforms. As a vital civic institution serving one of the most diverse cities in the world, TPL empowers Torontonians through equitable access to information, technology, public space, and lifelong learning.

With a bold new strategic plan and a renewed focus on inclusive service, TPL is seeking a forward-thinking and collaborative **Director, Branch Operations & Customer Experience** (BOCE) to help lead the organization into its next era of impact.

Reporting to the City Librarian and serving as a member of the executive leadership team, and with oversight of 11 direct reports and 2000 total staff, the Director leads the frontline delivery of public library service across TPL’s entire network of neighbourhood, district, and research/reference branches. In close collaboration with the Director, Service Development & Innovation, The Director, BOCE ensures an exceptional and equitable customer experience, overseeing branch operations, programming, staffing, and the implementation of major capital projects. Managing over roughly $170M in operating and capital budgets, the Director champions service excellence at every point of interaction, from facilities planning to community outreach, stewarding the transformation of branches into inclusive, future-ready public spaces. A key internal collaborator and external ambassador, the Director works closely with fellow executives, city officials, and community partners to advance TPL’s mission and strategic priorities. This is a high-impact role at the heart of one of the world’s leading public library systems in a complex, multi-site, multi-constituent, and fast-paced environment.

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