Bilingual Engagement Coordinator

About the role

Location: Administration or As Assigned Reports to: Director, Customer Experience FLSA Status: Non-Exempt Salary Band: 3 Compensation: $43,782.00 - $61,294.00 *Internal applicants MUST submit their resumes when applying* The Bilingual Engagement Coordinator position is a central office-based position housed in the Customer Experience Department. This position is responsible for servicing the public and providing direct support to the Customer Experience Department. The Bilingual Engagement Coordinator will provide the highest level of customer service to visitors and guests in a face-to-face atmosphere. This role will work collaboratively with the Welcome Center teams to coordinate and ensure visitor management protocols are in place for pleasant, engaged, and efficient visitor experiences. This position will work closely with various central office departments regarding the coordination of both oral and written translations at central offices. The position is accountable for monitoring and coordinating the service delivery efforts and engagement of urgency for overall district improvement. This individual will prioritize responsibilities to meet scheduled timelines and agendas, working independently and in coordination with department managers. ESSENTIAL DUTIES & RESPONSIBILITIES Provides administrative support to the Customer Experience Department. Leads, coordinates, and assists with training, special projects, and school support functions (i.e., H.E.A.R.T. Trainer, Shop for H.E.A.R.T., Lead/global user for Let's Talk® communication platform, National Customer Service Week, Literacy Bridge Collaborative, CMSD Goes Red, H.E.A.R.T. Campaign) Assists the Customer Experience Ombuds Office to initiate routine intake, follow-up and "close the loop" communications (i.e., via Let's Talk® platform, telephone, and email correspondence) Works collaboratively with Ombuds Manager and provide on-going caseload support as assigned Works closely with Welcome Center Ambassador/Welcome Center Departments to ensure continuous improvement processes and protocols are in place for stellar visitor experiences (Floors 1 & 2) Engages with customers and promote completion of Customer Satisfaction Feedback and related surveys; Compile monthly reporting of Customer Feedback Survey submissions Assists in generating monthly data reports aligned to Let's Talk® metrics, service delivery themes/trends and Communicate with H.E.A.R.T. components Assists in drafting and developing monthly messaging/engagement-related content (i.e., Communicate with H.E.A.R.T., Let's Talk® and CMSD Customer Experience Protocols) Collaborates with district's webmaster on updates/content of department webpage Develops an

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Additional Information

Position Type: Administration and Professionals Date Posted: 2026-06-09 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.

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