Ombudsman Manager

Position Type:

Date Posted:

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 laptop.

 In 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:

DUTIES AND 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 (Attendance, FACE, School Choice & Enrollment) and Schools/Academics
• Collaborates with school and academic leadership to investigate issues, analyze root causes, and recommend appropriate corrective actions
• Serves on the Communicate with HEART Customer Experience Committee and assists to facilitate/lead Communicate with HEART training sessions
• Develops, prepares, and maintains accurate reports, dashboards, and presentations for leadership and stakeholders.
• Effectively communicates and presents data findings, translating complex information into clear, actionable recommendations for diverse audiences.
• Plans, coordinates, and completes assigned projects on schedule while maintaining high accuracy and attention to detail.
• Demonstrates strong organizational and time management skills, managing multiple priorities and consistently meeting deadlines.
• Oversees case management, executes and implements follow-up processes and protocols; includes monitoring/tracking of data and producing related data reports
• Oversees implementation, management, and use of technology, including Access database, and Smartsheet platform, to manage workflow systems and processes
• Investigates issues/complaints and conducts the necessary research leading to resolution
• Acts as a source of information and assistance to parents/guardians of students who attend CMSD schools regarding academic and non-academic rules, regulations, and procedures
• Works, when requested, to achieve a prompt, fair, and satisfactory resolution of parent/guardian or citizen problems and concerns
• Assist parents/guardians or citizens to identify the appropriate official or office to which they should address their problems or concerns
• Seeks to resolve problems and concerns in a matter that is satisfactory to all parties involved through counseling, mediation, and conflict resolution services
• Guides parents and guardians towards options that are fair and conform to CMSD policies
• Facilitates dialogue between home and school as a means of resolving problems or concerns
• Assists parents and guardians in the process of becoming effective advocates for their children
• Receives contacts by telephone, email, or in-person; screens inquiries to determine if only information or more is required
• Maintains adequate records of all activities, subject to the confidentiality procedures of CMSD
• Drafts and assists in the development of informational materials and resources designed to enhance customer experience, including frequently asked questions (FAQs), office brochures, and employee or stakeholder engagement materials
• Manages and updates the Ombuds office webpage content
• Follows and directs the implementation of District and/or Board of Education policies and procedures

SUCCESSFUL CANDIDATE ATTRIBUTES:

The successful candidate will be a customer-focused leader who can supervise and develop staff, serve as a positive role model for the department, demonstrate exceptional professionalism and work ethic, and deliver high-quality service.

• Provides strong leadership by modeling exemplary workplace behaviors, professionalism, and ethical conduct for all staff.
• Possesses a strong customer service orientation, with a commitment to delivering responsive, respectful, and high-quality service to internal and external stakeholders 
• Demonstrates excellent interpersonal and communication skills, with the ability to build positive working relationships across all levels of the organization
• Maintains a high level of professionalism, dependability, and integrity.
• Exhibits a strong work ethic, takes initiative, and consistently demonstrates a commitment to achieving departmental goals and objectives
• Maintains excellent attendance and punctuality, with a demonstrated ability to report to work reliably and fulfill assigned responsibilities
• Effectively manages multiple priorities, staff, and projects while meeting deadlines in a fast-paced environment

QUALIFICATIONS:

• Bachelor’s degree preferred; 5-8 years of relevant experience required. Candidates without a bachelor’s degree may be considered if they have equivalent professional experience.
• 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) 

WORKING CONDITIONS/PHYSICAL DEMANDS

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. 

• Expected moving, walking, and standing consistent with an office environment and occasionally lifting up to 15 pounds
• While performing the duties of this job, the employee is regularly required to stand, walk and sit; use hands to finger, handle, or feel; and reach with hands and arms
• The employee is frequently required to talk and/or hear.
• Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to a normal office environment.
• Local travel may be required for training/meetings.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of management to assign other tasks of similar nature or level of responsibility. 

Education

To Apply

EEO Statement

We believe that equity and inclusion at CMSD is an essential call to action, a catalyst to ensure value and appreciation among all our employees, so we may be fair and welcoming now and in the future.  CMSD provides equal opportunities for employment, retention and advancement of all personnel by administering all terms and conditions of employment regardless of race, color, ethnicity, ancestry, national origin, sex, disability or genetic information, age, citizenship status, military status, sexual orientation or expression, socio-economic status, title, other dimensions of identity, or any other characteristic protected by law.

The District’s Policy Prohibiting Discrimination, Discriminatory Harassment, and Sexual Harassment and the District’s Title IX grievance procedures, including information on how to report or file a complaint of discrimination, how to report or file a formal complaint of sexual harassment, and how the District will respond, may be accessed on the District’s Civil Rights Notices webpage, available atClevelandMetroSchools.org/domain/105. The District’s Title IX Coordinator / Director of Equal Employment Opportunity may be reached at:

1111 Superior Avenue East, Suite 1800

Cleveland, Ohio 44114

(216)-838-0070

TitleIX_EEO@ClevelandMetroSchools.org