Director, Customer Experience

Position Type:

Administration and Professionals Date Posted:

Location:

Administration or As Assigned ABOUT CLEVELAND METROPOLITAN SCHOOL DISTRICT The Cleveland Metropolitan School District (CMSD) is Ohio's third-largest public school system, serving more than 35,000 students.

CMSD strives to ensure that every child receives a high-quality education, regardless of the provider. To that end, CMSD lets families choose which District schools their children attend, with options that include STEM, the arts, single-gender education, International Baccalaureate, Montessori, and early college.

Our schools have autonomy over human and financial resources in exchange for accountability for performance. The principal has primary responsibility and accountability for establishing their school as a high-quality, high-expectation academic center focusing on personalized instruction, professional support for teachers, and school-wide practices that lead to measurable results.

CMSD ensures that students have access to technology and training to prepare them for the future. The District provides a free laptop or tablet for every student and connects every family that needs internet access. Graduating seniors leave commencement with not only a diploma but also a  our pursuit of a more fair, just, and good system of education, we strive to ensure that all of our learners, both scholars and educators, to be challenged with academically and intellectually complex tasks that are worthy of their efforts and provide them opportunities to demonstrate their best work.

BUILDING BRIGHTER FUTURES The Cleveland Board of Education adopted the Building Brighter Futures (BBF) initiative on December 9, 2025. Building Brighter Futures is a strategic and data-driven plan shaped by more than a year of community engagement, information analysis, and thoughtful deliberation. The goal of this plan is to strengthen enrollment and ensure scholars attend a newer school building that offers more educational opportunities, including algebra in the eighth grade, more sports and extracurricular activities, and college credits and college and career pathways in high school.

BBF is ensuring academic excellence so every CMSD scholar can thrive.

THE OPPORTUNITY:

Location:

Administration or As Assigned

Reports to:

Officer, Excellence and CultureFLSA Status:
Exempt Salary Band: 7

Compensation: 68,891.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.

Primary Duties 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 district wide 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…