Director, Customer Experience

Cleveland Metropolitan School District

20h•$68,891 - $93,003•Onsite

About The Position

Under executive leadership, directs the Customer Experience (CE) Office and the systems that will support vital service-related functions within the Cleveland Metropolitan School District. Increases the loyalty customers have to the District by using three disciplines (customer loyalty management, customer relationship management, and customer value management) to improve customer experience.

Requirements

Bachelor’s degree in education, Business Administration/Management/Organizational Development or a related field from an accredited college or university.
Minimum of eight years of managing multiple complexes, detail-heavy projects within a K-12 experience environment.
Demonstrated experience managing teams with ambitious results.
Some supervisory/leadership experience.
Valid driver's license, reliable transportation, and auto insurance.
Experience with driving change through a large organization.
Experience with the Communicate with HEART model.
Training and development experience.
Excellent knowledge of the organizational culture and structure of the District.
Strong analytical, organizational, decision-making, and problem-solving skills.
Excellent customer service, verbal and written communication, and presentation skills.
Strong interpersonal relationship skills including cultural sensitivity & competence.
Demonstrated proficiency with general office technologies (i.e., PC, tablets, etc.), virtual meeting platforms (i.e., Zoom, Teams, etc.), software packages (i.e., Microsoft Office).
Proficiency with enterprise technologies & databases (i.e., Workday, eSchoolPlus, SchoolNet, BoardDocs, Poll Everywhere, PowerBI and others., etc.), online data management systems, and data collection methodology.
Demonstrated supervisory skills to effectively manage the daily operations and administration of assigned function(s).
Ability to make connections across departments, engage other District leaders to work productively across functions to implement customer experience initiatives.
Ability to work effectively and cooperatively with diverse racial, ethnic, socio-economic, and physically disadvantaged populations.
Ability to make formal, public presentations and to communicate effectively with stakeholders at all levels including students, District educators, parents, community & business partners, union representatives, Board members, and legislators.
Ability to interpret, implement and enforce District policies and procedures.
Ability to establish and maintain effective working relationships with District stakeholders (i.e., parents, City legislators, BOE, and the general public).
Ability to efficiently multi-task daily within varying degrees of ambiguity while meeting deadlines and producing quality results.
Reputation for honesty, integrity and fiscal responsibility.
Ability to preserve confidentiality of student and District information.
Mathematical aptitude to develop, administer, and monitor budgets.

Responsibilities

Directs the day-to-day activities and educators of the Customer Experience department. Duties include hiring, training, counseling, evaluating educators' performance, and when necessary, disciplining and/or separating educators in alignment with the evaluation process.
Develops and implements department goals, objectives, policies, procedures and standards. Revises department work systems and procedures as necessary to improve the efficiency and productivity of the department.
Leads districtwide adoption of the District's customer service operating model by promoting standardized service practices, shared knowledge resources, consistent response and escalation protocols, and cross-department collaboration.
Ensure compliance with District goals and objectives, administrative procedures, Board policy, state & Federal laws, and directives of the CEO. Initiates corrective action as necessary.
Oversees customer experience change management activities and entry points (Communicate with HEART, Welcome Center, Call Center, Ombudsman’s Office, Customer Experience special projects/initiatives).
Develop metrics to help shape and monitor customer experience standards.
Proactively leads CE development and sustainability through continued execution of Communicate with HEART and related components (i.e., District wide training, Employee recognition, mystery shopping, HEART refreshers, etc.).
Research and make recommendations on CE tracking, response and feedback tools/best practices.
Collaborate closely with key service departments in the District on heightening and enhancing customer experience.
Assesses how the District’s key service department’s work together to deliver seamless customer service both internally and externally.
Develop CE metrics and performance measures to drive the overall goals and outcomes of Customer Experience. Strategically interfaces with various offices/departments to align CE efforts at key entry points including but not limited to: Communications, Technology Help Desk, Customer Care Call Center, Welcome Center, and Family and Community Engagement.
Work as part of the organization’s internal teams to continually understand, define and then refine the customer experience and delivery of service.
Employs a variety of analysis tools (i.e., best practice surveys, etc.) to improve customer experience.
Recommends continuous improvement practices for District implementation that allow customers to benefit from the most positive experiences.
Ensures that the District achieves and maximizes improvement in service-related areas (i.e. enrollment, overall customer satisfaction, etc.) while maintaining our focus, interest and goal of enriching the experience of our students and families.
Attends Board of Education (BOE) meetings as requested. Presents the status of customer experience activities to the BOE, CEO and other stakeholders. Make policy and financial recommendations as appropriate.
Networks with peers within comparable school Districts to share best practices and explore opportunities to proactively explore new programs/services to meet the needs of students.
Partners with District educators to coordinate facilities & operations activities and programs, resolve issues and conflicts, and exchange information to ensure an effective work environment is maintained
Assists with preparing and administering the department budget(s). Approves purchases and ensures expenditures are within approved budgets.
Develops and analyzes data & metrics for the division. Develops and extracts reports from databases for delivery to internal and external stakeholders. Gathers and organizes documents to satisfy public records requests or other reporting obligations.
Collaborate with internal and external partners on special projects as assigned.
Participate in professional development activities (i.e., meetings, seminars, conferences, etc.) to improve and remain abreast of professional & legislative advancements & innovations. Remains abreast of changing and emerging technologies.
Provides leadership for current customer service and call center operations during the interim year, strengthening coordination across existing structures while preparing for a future unified Tier 1 call center model and ensuring continuity of family support throughout the transition.
For current customer service and call center operations, monitoring service levels and contract expectations, establishing accountability routines, resolving performance issues, analyzing utilization and cost data, and recommending improvements that strengthen the family experience while reducing overall cost to the District.
Coordinates cross-functional readiness for peak family engagement periods by aligning customer service, enrollment, transportation, school-based teams, and other family-facing departments around a common knowledge base, consistent messaging, standardized response protocols, and clear Tier 2 and Tier 3 escalation pathways to ensure families receive accurate, timely, and consistent support.
Monitors real-time call center and customer service data during high-volume periods and makes just-in-time adjustments to staffing, routing, scripts, escalation processes, and workflows to maintain service levels and prevent service disruptions.
Performs other duties as assigned.