Job Number:

J0426-0355

Posting Date:

April 23, 2026

Closing Date:

May 15, 2026

Job Title:

Senior Manager, Branch Operations and Customer Experience

Branch/Department:

Fairview

Division:

Branch Operations & Customer Experience

Employment Type:

Permanent Full Time

# of Open Positions:

1

New vacancy:

No

ABOUT TPL

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.

JOB SUMMARY

Under the general direction of the Director or designate, responsible for planning, managing and evaluating public service delivery in designated areas of Branch Operations and Customer Experience.

DUTIES

• Provides organizational vision, leadership and direction for services, functional areas, special projects and service committees
• Plans, implements and evaluates departmental or area programs and services to ensure that they meet community needs, are cost-effective and support the organization’s strategic agenda
• Designs, manages and monitors performance measures for the areas of responsibility
• Effectively communicates policies, programs and services to internal and external stakeholders
• Develops goals and objectives for areas of responsibility and monitors achievements in relation to these goals
• Accountable for the effective management of financial and human resources
• Hires new staff, transfers, promotes, approves wage increases and confirms performance evaluations
• Disciplines, terminates, participates in grievance procedures and administers collective agreements as required
• Ensures training and development of staff to optimize service delivery
• Represents the Library in appropriate community and professional organizations
• Plays a lead role in marketing and promoting service to local or targeted communities
• In consultation with Toronto Public Library Foundation, explores new service and partnership opportunities with public and private sectors; assists with fundraising, grant and sponsorship initiatives
• Helps define, articulate and champion the Library’s role in a diverse and changing urban environment
• Coordinates, implements and monitors collection management to optimize service responsiveness to meet customer needs
• Participates in the development of capital and operating plans and budgets
• Contributes to the development of the Library’s strategic direction and mission at the departmental and corporate level

QUALIFICATIONS

• Post-graduate university degree in library or information science from an accredited program, or a recognized library degree equivalent
• Experience in managing a team of professional and support staff, preferably in the area of responsibility
• Demonstrated ability to establish effective working relationships and collaborative work approaches with both internal and external contacts
• Committed to providing efficient, responsible and innovative service to clients
• Demonstrated capacity for service planning, problem solving, results orientation and creativity
• Highly developed oral and written communication skills
• Superior facilitation and interpersonal skills
• Knowledge of developments in library field and relevant legislation
• Proven ability in change leadership

This is a really exciting time to be working in libraries when economic, political, social and educational sectors are focused on the critical importance of the knowledge economy and managing exponential change and technological disruption. It is also a time when libraries are being recognized as catalysts for our cities’ success and our neighbourhoods’ resilience and renewal. No other public institution has the mandate and reach, physical and technical infrastructure, talent and community presence to empower Torontonians the way TPL does.

SALARY: $123,833 - $170,184 (GRADE 8 – 2025 RATE)

THE TORONTO PUBLIC LIBRARY DOES NOT ASK FOR A CREDIT CARD, BANKING INFORMATION, OR SOCIAL INSURANCE NUMBER DURING THE RECRUITMENT PROCESS. DO NOT RESPOND TO EMAILS OR REQUESTS FOR INFORMATION ABOUT JOBS AT TPL THAT ARE NOT SENT FROM AN @TPL.CA ADDRESS.

ACCOMMODATION:

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

APPLICATION PROCESS:

Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.

All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.