Director of Customer Experience

General Definition of Work

The director of customer experience, under minimal supervision, performs senior-level work with considerable decision-making discretion overseeing the development, implementation, and continuous improvement of policies, procedures, and service delivery models that promote operation excellence, organizational effectiveness, and exceptional customer experience across the district. Position supports the resolutions of complex, high-impact customer and stakeholder concerns, including those involving students, staff, families, Board policies, and sensitive community matters. Employee performs district-level work to carry out Board of Education policies under the direction of the Executive Director of Customer Experience and Executive Services.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary/Status

Market PG 10/Full-time, 12 months

Reports To

Executive Director of Customer Experience and Executive Services

Place of Work

The normal place of work is on the premises used by Charlotte-Mecklenburg Schools. Charlotte- Mecklenburg Schools reserves the right to require you to work at such other place(s) as it may reasonably require from time to time.

Essential Functions

• Adhere to all state, federal, and local laws, policies, and procedures
• Lead, manage, supervise, and evaluate assigned staff/programs
• Investigate, analyze, and formulate methods for handling special projects/reports
• Develop and oversee the district's comprehensive internal communication plan to ensure appropriate stakeholders are notified appropriately
• Maintain effective communication with schools, community-based organizations, business entities, and public agencies to foster trust and collaboration
• Develop, implement, and clearly communicate district processes and procedures that address stakeholder needs and ensure effective communication with district personnel
• Collaborate with Crisis Prevention & Response staff to monitor and continuously improve a streamlined, automated, consistent crisis process
• Partner with Communications to ensure key messaging is aligned and consistent across various communications platforms
• Respond to customer and stakeholder concerns involving staff, students, policy conflicts, community matters, and parental requests that could result in negative impact or liability if not appropriately addressed
• Act as liaison to de-escalate customer and stakeholder concerns in accordance with Board policy, regulations, and State statutes
• Support a two-way communication system to provide clear, timely information and actively listen to community input
• Demonstrate effective leadership and interpersonal skills in triaging incoming calls and inquiries
• Escalate to Human Resources any allegation of harm involving individuals who work with children, including potential risk of harm, criminal offenses, or unsuitability for working with students
• Maintain confidentiality regarding personnel and student issues (e.g., personnel records, medical records, surveillance videos, student data, confidential communication)
• Facilitate staff meetings and attend other related meetings as needed/required
• Complete local, state, or federal surveys and reports accurately and promptly
• Participate in professional development workshops and leadership training
• Create an inclusive environment with positive communication/public relations
• Perform related work as assigned or required

Knowledge, Skills, Abilities

• Comprehensive knowledge of principles, practices, and procedures of public schools
• Comprehensive knowledge of school board and administrator objectives, procedures, and organization
• Knowledge of federal, state, and local policies/regulations of public schools
• Knowledge of county and school board policies, procedures, and standards
• Ability to maintain professional and emotional control under stress
• Ability to reflect appropriate response to situations, while maintaining a professional and personal demeanor
• Ability to learn and use specialized tools, equipment or software related to business needs
• Ability to direct and evaluate the work of others
• Ability to implement local, state, and federal rules, guidelines, and procedures into daily business operations
• Ability to communicate effectively
• Ability to reason, make judgments, and maintain effective working relationships
• Ability to employ positive communication skills in all settings/mediums
• Ability to problem-solve utilizing sound judgment
• Ability to maintain confidentiality regarding school system business
• Ability to develop related charts, graphs, reports, and records pertaining to school planning and strategy
• Ability to take initiative, work independently, and exercise sound judgement
• Ability to conceptualize, initiate, monitor, and evaluate new and/or current programs
• Ability to model and facilitate safe, healthy, legal, and ethical uses of digital information and technologies
• Ability to work effectively in a deadline-driven, rapidly changing team environment

Education and Experience

• Bachelor’s degree required
• Master’s degree in education or related area preferred
• Minimum of five (5) years’ work experience related area preferred
• Equivalent combination of education and experience

Special Requirements

• May be required to attend offsite and/or crisis events that may occur outside of normal business hours
• This position requires 24/7 availability for incident response
• Possess and maintain a valid driver’s license or ability to provide own transportation
• Travel to school district buildings and professional meetings