Director, Branch Operations & Customer Experience

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.

As an ideal candidate, you are an inspiring and strategic public service leader with significant experience managing large-scale, unionized library system operations across multiple sites. You bring strong financial acumen, a deep commitment to equity and access, and a proven ability to lead complex organizations through growth and transformation. You thrive in dynamic environments and are known for empowering teams, building strong partnerships, and aligning vision with action. Your background may include leadership roles in libraries, municipalities, education, or public institutions where service delivery, capital planning, and community engagement are central. You understand the power of public space and the role libraries play in civic life, driven by the desire to help shape and nurture Toronto’s future across its diverse communities. A Master’s degree in Library and Information Science from an ALA-accredited institution, or an equivalent degree, is required.

If you are excited by the opportunity to lead one of Toronto’s most trusted public institutions and help shape the future of library service for generations to come, we would love to hear from you. Please submit your CV and Cover Letter via the portal at boyden.thriveapp.ly/job/2937. For more information or if you have any questions, please contact Mike Young (myoung@boyden.com).

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.

TPL is committed to providing an open, accessible and equitable environment through its recruitment and hiring practices, including the provision of accessible formats and communication supports upon request for candidates with disabilities throughout the entire hiring process. Please contact Mike Young with any requests that will allow you to participate in this process fully and equitably.