Ombudsperson & Customer Experience Lead

Cleveland Metropolitan School District; United States; On-site; USD 62,000 - 86,000; Full time

Job summary

The Cleveland Metropolitan School District invites applications for an Ombudsperson Manager to lead the Office of the Ombudsperson within the Chief Engagement Office. You will supervise staff, handle complaints, and drive data-driven improvements for parents and communities.

Ideal candidates hold a bachelor’s degree with 5–8 years of relevant experience, strong communication skills, and proficiency in MS Office, Access, and Smartsheet. Bilingual English/Spanish is a plus.

Qualifications

• Bachelor’s degree preferred; 5-8 years of relevant experience required.
• Experience working with parents and families and the community.
• Experience working with school and administrative personnel.
• Experience managing day-to-day responsibilities by coaching, training, planning, monitoring, and appraising job results and policies and procedures.
• Ability to work multiple tasks with minimal supervision.
• Proficiency in computer applications; i.e., Microsoft Office Suite (PowerPoint, Excel, Office 365).
• Proficiency and experience in the use of Access & Smartsheet computer applications/technology.
• Familiarity with school policies, procedures, and regulations.
• Mediation and conflict resolution skills.
• Excellent written and oral communication skills.
• The ability to work flexible hours/days and evenings/weekends as needed and assigned.
• Represent the Ombuds office in targeted district/school and community-related events as needed and assigned.
• Bilingual, fluent in English and Spanish ideal (fluent in other languages a plus).

Responsibilities

• Manages and supervises the office of the Ombudsperson Reports to the Customer Experience department and works closely with other departments housed under the Chief Engagement Office.
• Collaborates with school and academic leadership to investigate issues, analyze root causes, and recommend corrective actions.
• Develops, prepares, and maintains accurate reports, dashboards, and presentations for leadership and stakeholders.
• Plans, coordinates, and completes assigned projects on schedule with high accuracy.
• Oversees case management, data tracking, and related reports.
• Manages and updates Ombuds office webpage content.

Skills

Communication skills

Mediation

Multitasking

Flexibility

Bilingual English/Spanish

Education

Bachelor’s degree preferred

Tools

MS Office

Access

Smartsheet

Job description

The Cleveland Metropolitan School District invites applications for an Ombudsperson Manager to lead the Office of the Ombudsperson within the Chief Engagement Office. You will supervise staff, handle complaints, and drive data-driven improvements for parents and communities.

Ideal candidates hold a bachelor’s degree with 5–8 years of relevant experience, strong communication skills, and proficiency in MS Office, Access, and Smartsheet. Bilingual English/Spanish is a plus.