Ombudsman Manager

Position Type:
Administration and Professionals
Date Posted:
2026-10-14
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 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:
Location: Administration or As Assigned
Reports to: Director, Customer Experience
FLSA Status: Exempt
Salary Band: 6
Compensation: $ 61,510.00 - $ 86,114.00
The Ombudsperson Manager will manage the Office of the Ombudsperson and serves as an objective and neutral party tasked with listening to and investigating complaints within the Cleveland Metropolitan School District. Housed within the Chief Engagement Office, the Ombudsperson is a central point of contact and resource for parents/guardians and other members of the community who have concerns related to our schools and the District. The Manager oversees staff and functions of the office that includes handling incoming complaints and concerns from citizens and seeking to resolve issues and concerns raised by parents/guardians of children enrolled in the Cleveland Metropolitan School District.
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