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Director of Customer Experience (Full Time)

Location: Cleveland, Ohio Country: United States of America

If you know The Cleveland Orchestra, you know that we promise you the extraordinary. The experience of attending a concert by these world-renowned musicians is like nothing else filled with powerful, even overwhelming emotions, a place where you can leave the daily grind behind and let the music take you to new places.

For decades The Cleveland Orchestra has been a point of pride in its hometown. It is universally admired for its world-class credentials, its gifted musicians, and its acoustically perfect and visually stunning concert hall. The orchestra welcomes people of all ages, all walks of life, and invites them to experience something that is unique in the world-right here in Cleveland. Reasonable ticket prices and the orchestra's groundbreaking Under 18s Free programs make it possible for today's, and tomorrow's, lovers of great music to always have a way to experience the greatest the world has to offer, right here in Cleveland.

Now is your chance to join our talented team in a critical leadership position that delivers unparalleled experiences to audiences around the world.

This new position is charged with developing and implementing strategies that will develop positive, loyal relationships with our customers, ensuring their total satisfaction. This position also plays a key role in ensuring the safety and security of all visitors at Cleveland Orchestra concerts and events, to include guest organizations and facility rentals. The Director of Customer Experience liaises with the Sales and Marketing team to measure and interpret customer feedback and utilize this data to develop effective programs for improved customer experience. This staff position will be a key player in implementing the Total Orchestra Experience study, commissioned by the orchestra and adopted as a key strategic planning objective.

The Director of Customer Experience must enjoy interacting with customers and be a hands-on, enthusiastic leader who derives satisfaction from making guests happy. This person must be able to inspire and motivate a team of professional staff and volunteers who deliver not just satisfaction but delight to over 285,000 concert attendees annually at two beautiful facilities, Severance Hall and Blossom Music Center, for over 120 events annually. The Orchestra has a diverse audience, 20% of which attend through TCO Young Audience programs.

The successful candidate will meet the following qualifications:

  • Bachelor's degree in business administration, management studies, or in a related discipline, with advanced customer experience training (ie Disney Institute, Ritz-Carlton Leadership). Minimum experience of 3 years in management leadership position in customer service.
  • Passion for delivering exceptional customer service, and proven ability to provide outstanding customer service standards which exceeds the customer's expectations.
  • Outstanding leadership skills, demonstrating the ability to organize and direct the activities of the customer experience representatives to ensure the delivery of high quality service.
  • Exceptional communication skills, Able to courteously interact with clients to ensure positive customer experience, and lead the Front of House team with courtesy and respect.
  • Proven ability to lead and inspire employees and volunteers; supervisory experience with strong management and organizational skills.
  • Proven ability to think strategically and offer solutions.
  • Demonstrated independent, mature judgment.
  • Proven ability to consistently maintain a professional image and demeanor.
  • Outstanding organizational skills and attention to detail. Strong problem-solving skills combined with a collaborative approach.
  • Ability to successfully prioritize to manage multiple projects and deadlines.
  • Proficiency with Microsoft Office and ability to learn and use various database and planning software. Knowledge of ticketing systems, especially Tessitura, a strong plus.
  • A passion for classical music preferred.
  • Ability to perform in a fast-paced, dynamic environment and to work collaboratively across the organization.
  • Experience and/or interest in issues of equity, access, and inclusion.
  • Ability to work a flexible schedule that includes evenings, weekends, and some holidays required.

We offer an excellent salary and benefit package, in addition to the opportunity to work with a world-renowned Orchestra. Submit cover letter and resume (PDF) with salary requirements to (see below)

Posted Date: 13 Jul 2017 Reference: CB Company: The Cleveland Orchestra Contact: Human Resources