Executive Director of Customer Experience and Executive Services

General Definition of WorkThe executive director of customer experience and executive services, under minimal supervision, performs senior-level work with extensive decision-making discretion developing and enforcing policies, procedures, and services that drive operational excellence and customer satisfaction. Position serves as the district's primary liaison for addressing customer and stakeholder concerns and manages issues involving staff, students, policy conflicts, community matters, and parental requests. Position is also responsible for leading efforts to strengthen stakeholder engagement and communication. Employee performs advanced and supervisory work to carry out Board of Education policies and procedures while managing triage and resolution of customer and stakeholder concerns under the direction of the Chief of Staff.QualificationsTo 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/StatusPay Grade 11/Full-time, 12 monthsReports ToChief of StaffEssential FunctionsAdhere to all state, federal, and local laws, policies, and procedures.Provide strategic leadership by managing, supervising, and evaluating assigned programs and staff within the districtMaintain effective communication with schools, community-based organizations, business entities, and public agencies to foster trust and collaborationCoordinate and support the Superintendent's Advisory Councils by facilitating meetings, gathering stakeholder feedback, and ensuring open communication between district leadership and community representativesServe as the district's primary point of contact for parents and community members with unresolved concerns, ensuring issues are addressed at the most appropriate level (school, school performance area, or department)Act as liaison to de-escalate customer and stakeholder concerns in accordance with Board policy, regulations, and state statutesRespond 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 addressedServe as a point of escalation to senior leadership for concerns not resolved at the appropriate level, ensuring compliance with policy and regulationEstablish and maintain a two-way communication system to provide clear, timely information and actively listen to community inputDevelop, implement, and clearly communicate district processes and procedures that address stakeholder needs and ensure effective communication with district personnelCollaborate with internal and external personnel to implement and maintain services and programs that support district goals.Demonstrate effective leadership and interpersonal skills in triaging incoming calls and inquiriesSupports Chief of Staff with Board Operations workflowEscalate 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 studentsMaintain confidentiality regarding personnel and student issues (e.g., personnel records, medical records, surveillance videos, student data, confidential communication)Complete local, state, and federal surveys and reports accurately and promptlyFacilitate staff meetings and attend other related meetings as needed or requiredMonitor and participate in the development and administration of the department budgetCreate and sustain an inclusive environment that promotes positive engagement and equitable practices.Perform related work as assigned or requiredKnowledge, Skills, AbilitiesComprehensive knowledge of principles, practices, and procedures of public schoolsComprehensive knowledge of school board and administrator objectives, procedures, and organizationKnowledge of federal, state, and local policies/regulations of public schoolsKnowledge of county and school board policies, procedures, and standardsAbility to maintain professional and emotional control under stressAbility to reflect appropriate response to situations, while maintaining a professional and personal demeanorAbility to learn and use specialized tools, equipment or software related to business needsAbility to develop and monitor a budgetAbility to direct and evaluate the work of othersAbility to implement local, state, and federal rules, guidelines, and procedures into daily business operationsAbility to communicate effectivelyAbility to reason, make judgments, and maintain effective working relationshipsAbility to employ positive communication skills in all settings/mediumsAbility to problem-solve utilizing sound judgmentAbility to maintain confidentiality regarding school system businessAbility to develop related charts, graphs, reports, and records pertaining to school planning and strategyAbility to take initiative, work independently, and exercise sound judgementAbility to conceptualize, initiate, monitor, and evaluate new and/or current programsAbility to model and facilitate safe, healthy, legal, and ethical uses of digital information and technologiesAbility to effectively discern the professional development needs of educators and implement strategies neededAbility to perform detailed work, planning, risk assessments, and associated risk mitigation actionsAbility to work effectively in a deadline-driven, rapidly changing team environmentEducation And ExperienceBachelor's degree in related area requiredMaster's degree in School Administration or related area preferredNC Certification (Teacher or Principal) preferredMinimum of five (5) years' experience as teacher/administrator preferredEquivalent combination of experience and education