Job Description

Access Services Manager

Charlotte Mecklenburg Library

“Follow your calling, Find your career”

Please apply by 11/16/26

Salary Range $54,361.60 - $67,952.00

This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity considerations include an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirements for the job.

Location:

Main Library

310 N. Tryon St.

Charlotte NC 29202

Temporary Work Location:

Library Administration Center

510 Stitt Rd.

Charlotte NC 28213

Charlotte Mecklenburg Library is one of America’s leading urban public libraries, serving one of the country’s great emerging metropolitan areas in North Carolina. Our library system serves a community of approximately one million citizens in the city of Charlotte and the towns of Matthews, Pineville, Mint Hill, Davidson, Cornelius, and Huntersville – all located in Mecklenburg County. Accessible and welcoming to all, our library celebrates the joy of reading, fosters learning and growth, connects people to each other and the world, and inspires individuals with what they can achieve. Through our 20 locations, online, and through targeted outreach, we deliver exceptional library services and programs with a mission to create a community of readers and empower individuals with free access to information and the universe of ideas.

About Main Library:

Main Library is Charlotte Mecklenburg Library’s (CML’s) flagship location and a unique cultural and civic destination situated in the heart of Uptown Charlotte. Spanning 115,000 square feet, the new Main Library – scheduled to open in Spring 2027 – is a transformative project envisioned as a future-forward anchor for the community and a cornerstone of CML’s systemwide strategic goals.

Main Library will serve as a public commons, connecting knowledge, culture and creativity through library programs, specialized services and partner-delivered content. Co-located with the Theaters at Spirit Square, this site is designed to be a vibrant, inclusive and multi-use hub with the goal of strengthening public engagement, supporting economic opportunity and connecting community resources.

Schedule:

Rotating schedule: including 1-2 evenings per week and regular weekend rotations with Saturday and Sunday full-day shifts.

Position Summary

As a key member of the Main Library management team, the Access Services Manager leads staff in providing a welcoming and inclusive experience for visitors, promotion of the Library’s collections and services, and oversight of daily activities within the Access Services Department. The Access Services Manager will work closely with internal and external stakeholders to implement CML’s vision for community-centered service and cultural connectivity.

Essential Functions

• Provide oversight and supervision within the Main Library’s Access Services Department; serve as the direct supervisor for 6 full-time and 6 part-time Library Assistants; responsible for daily operations, staffing and alignment of the department with the overall goals of Main Library.
• Serve as a Manager-on-Duty for Main Library; oversee facility operations including safety, security and maintenance in coordination with County departments and vendors.
• Work collaboratively with other Main Library department leaders to support the launch and continued development of services and programs that reflect the evolving needs of a diverse urban population.
• Respond to inquiries; serve as Main Library’s liaison with customers, library staff and management; use Integrated Library Systems software (Polaris) to create and access customer accounts.
• Resolve customer complaints and concerns; negotiate and authorize the reduction or cancellation of fees or administrative holds placed on delinquent accounts.
• Project staffing needs; plan and delegate work; interview, hire, assign and evaluate staff; resolve personnel issues in alignment with Library HR policies.
• Provide oversight for fiscal transactions and record-keeping; responsible for daily cash reconciliation.
• Perform circulation activities such as collection maintenance, weeding, shelving, sorting, searching, retrieval of book drop, circulation reports preparation, and filling requests/processing holds.
• Provide research assistance to customers, helping them to gain access to both manual and computer-generated information.
• Support Main Library volunteers, including docents and other specialty roles; assist with volunteer trainings and orientation modules specific to Main Library; schedule Main Library volunteers in coordination with other department leaders.
• Participate in a variety of meetings, committees and other related groups to communicate information regarding services, information resources, continuing education opportunities and/or other pertinent information as appropriate.
• Pursue professional development by serving on committees, and attending meetings, workshops and conferences to maintain up-to-date knowledge and skills of relevant policies, procedures and technology.
• Collaborate with Access Services Managers throughout CML to update training manuals, policy documents, and other systemwide resources for library staff.
• Support HR and the Assistant Director of Collections and Access in facilitating regular trainings for library staff, including ILS software (Polaris), customer service and engagement, and new hire orientation.

Minimum Qualifications:

Experience: Minimum of one year of library service and administrative experience with prior supervisory and customer service experience.

Education: High School Diploma or equivalent.

Preferred Qualifications:

Three (3) years of library experience, including experience as a team lead or supervisor in a public library setting.

Bachelor’s Degree preferred.

Proven commitment to strong customer and community service.

Demonstrated project management skills.

Experience developing staff leadership skills and abilities.

Demonstrated leadership in facilitating collaborative problem solving and group decision-making.

Knowledge, Skills, and Abilities:

Knowledge of:

Working knowledge selecting, training, and evaluating staff.

Setting priorities, and scheduling activities.

Maintaining reports and records.

Working knowledge of public library computer hardware and software applications (e.g., online databases) and how they are accessed and used by staff and patrons for the benefit of locating materials in the collection.

Self-sufficiency with digital competencies and technology skills and the ability to show others.

Skills

Excellent verbal, grammatical and written communication skills

Excellent interpersonal and customer service skills

Excellent organizational skills with attention to detail

Excellent time management skills with attention to detail

Abilities:

Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, community groups or organizations to help achieve business goals

Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided

Decision Making: Identifying and understanding issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequence

Information Monitoring: Setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it

Technical/Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertiseWork Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence

Computer Skills:

Excellent command of various computer applications including Microsoft Office Suite

Work Environment:

Works in an office setting with moderate noise

Selection:

This classification has been identified as having a role in the development of ADA compliant technologies and for which the incumbent agrees to follow County policies to the best of their abilities in order to meet these obligations.

Reasonable Accommodations Statement:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.