Job Information
Harvard University Operations Manager in Cambridge, Massachusetts
66950BRAuto req ID:66950BRJob Code:331058 Custodial Manager Department Office Location:USA - MA - Cambridge Business Title:Operations ManagerSalary Grade (https://hr.harvard.edu/salary-ranges#ranges) :058Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Basic Qualifications:
HS Diploma or equivalent required. Minimum seven (7) years’ experience as a supervisor or manager of an effective service group in a mid to large scale operation with high standards for customer care, occupant experience, and quality of work.
Demonstrated proficiency using various computer software systems and applications such as Microsoft Office (Word, Excel, Outlook) and web-based applications required.
Must be able to understand, interpret, and enforce departmental and University policies and procedures.
Demonstrated ability to read, write and perform financial calculations and administrative duties.
Additional Qualifications and Skills:
College degree in business or related field preferred.
Demonstrated ability to supervise and train staff, including organizing, prioritizing,andscheduling work assignments Evidence of significant leadership ability with awillingness to serve as an active team member.
Excellent communication, analytical, organization and problem-solving skillsDemonstrated ability to successfully manage multiple projects and meet deadlines.
Demonstrated ability to successfully lead in a team oriented, multi-cultural,customerfocused environment.
Understanding of Harvard’s academic and administrative structures preferred.
Preferred working knowledge or ability to communicate Spanish, Portuguese or Haitian-Creole.
Department:Custodial ServicesPre-Employment Screening:Criminal, DMV, Drug Testing, Employment, IdentitySchedule:Monday-Friday 7:00am-3:30pm
Days off: Sunday & Saturday
Location: AthleticsJob Function:Facilities Position Description:Position Description Continued:
Manages assigned custodial supervisors; establishes performance standards andmeasures for all crew employees and prepares regular employee evaluations for directreports. Assists in the development and maintenance of standards for selecting candidatesfor all supervisory and hourly positions. Serves as hearing officer in the first step of thecustodial employee grievance process. Conducts weekly meetings with supervisors andquarterly meetings with all support staff to discuss issues, changes, procedures, policies,regulations, and other department activities.
Implements and continually refines programs for training new employees and re-trainingexisting employees in a variety of areas including environmental health and safetycompliance, effective sustainable cleaning procedures, and customer service skills.Liaises with other Departments, including the Center for Workforce Development to assistemployees and managers who are seeking to further their education or career.
Conducts weekly or frequent inspections of scheduled work assignments to ensureeffective performance of all cleaning and support services in accordance with establishedFMO Custodial standards. Follows up with supervisors to resolve issues and preventrecurrence; participates in safety and quality surveillance rounds as needed.
Ensures operations are in compliance with all Departmental, University and governmentalprocedures, policies, and regulations. Advises and collaborates with Director and/orAssociate Director to identify and implement process improvements and initiatives acrossthe Department to optimize operations and service delivery for the University. Assurescompliance with bargaining unit agreement.
Ensures compliance with University payroll procedures for all assigned supervisors andwork crews. Serves as payroll timekeeper for assigned supervisors and work crews.Maintains and authorizes the electronic (Maximo) payroll system. Utilizing the data fromemployee timecards system, the Operations Manager is responsible for analyzing dataand running reports to detect trends and issues, and takes corrective actions neededbased on findings.
Assists in the negotiation and management of contract agreements with vendors foreffective procurement of materials, supplies, inventory, specialty services andsupplemental labor. Adheres to all University and Department processes and protocolsregarding the purchase of supplies and equipment.
Prepares and submits statistical reports and analyses, capital equipment lists andoversees the preparation of weekly and monthly supervisor reports (e.g., operational,payroll, performance).
Exercises and continuously refines the emergency response capacity of FMO CustodialServices, including contingency planning for: inclement weather conditions (snow, ice, wind, rain), building flooding, Blood-borne Pathogen or other biohazard cleanups, andother incidents as required.
Works closely with the Director and/or Associate Director and the Campus Servicesbusiness support staff to develop and administer annual operating budgets and plans fornew business opportunities. Reviews unit financial performance on a monthly, quarterly,and annual basis and contributes to the development of detailed projection and financialmanagement reports. Works with customer(s) to ensure smooth and accurate billing.Benchmarks FMO value and effectiveness against alternative service providers.
Participates in Departmental management planning by presenting operational long- andshortterm objectives to the Director and Associate Director; manages implementation ofand adherence to Departmental goals and objectives.
Performs other duties as directed, assigned, or required.
School/Unit:Campus Services EEO Statement:We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Physical Requirements:
Frequent standing, lifting, bending, and walking. Ability to climb stairs and perform on-site inspection in a wide variety of building types and cleaning areas throughout the campus is required.
Working Conditions:
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Job Summary:
Campus Services Mission Statement:
To advance Harvard University’s mission of teaching and research, we partner to providestewardship, strategies, and services that create exceptional community experiences.
Job Summary:
As described in the customer service level agreement, may include but not limited to:
The Operations Manager is guided by the mission, vision, and principles of Campus Servicesand instills a commitment to these values among all team members. The Operations Managerfosters a welcoming, supportive, and diverse workforce and environment.
Operations Manager oversees all day, evening, night, and weekend coverage for FMOCustodial Services operations in an area (or areas) of campus that may include residential,research, athletic, dining, and other facilities, classrooms, laboratories, library, assembly, office,and other spaces. The Operations Manager directly manages up to 10 Supervisors andindirectly manages 90-120 non-exempt employees; interviews, hires, trains, motivates, andretains both exempt and non–exempt staff; provides corrective action as appropriate, inconsultation with the Director/Associate Director and HR; approves all overtime and time-offrequests; and is responsible for leadership, development and performance management of staff.Ensures the delivery of support/services quality, quantity, and economy of custodial servicesprovided conforms to standards (e.g., Departmental, University), and that all workperformed/operations are in compliance with policies, procedures, and regulations.
Position Description:
Adheres to Customer Services Level Agreements (SLA’s). Maintains frequent andconsistent contact with customer representatives and custodial supervisors (electronic andface-to-face) to ensure optimal delivery of service, communication of activities, alignmentof priorities, operational effectiveness, and the highest degree of customer satisfaction forareas being serviced. In collaboration with assigned custodial supervisors, serves as theprimary customer contact and ensures prompt, efficient and effective information flow toand from customers throughout crew operations and other supportive areas of FMO.
Utilizes Microsoft Office software and customer electronic work order systems to prepareand validate operational data. Optimizes customer feedback systems and measurementreports using the specialized work management database(s) to accurately reflect theeffectiveness of cleaning programs and related services. Utilizes 3rd party quality auditdata for continuous improvement of operations. Manages measurable service audits andagreements with facility representatives to ensure customer satisfaction and departmentsuccess. Prepares, negotiates, assists with frequent evaluation and ongoing feedback to all involved parties to ensure and promote a positive, cost-effective, and successfulcustomer experience.
Responsible for effective staff leadership and management, including hiring andorientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment.
Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Work Format:On-Site LinkedIn Recruiter Tag (for internal use only):#LI-JD3Work Format Details:This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.About Us:Organizational Context:
Energy & Facilities (E&F) operates and manages Harvard’s energy supplies, district energyplants, and utility infrastructures on the Cambridge/Allston campuses, as well as a 24/7facilities-related call, alarm monitoring, and dispatch center. E&F also provides a broad portfolioof unionized labor-based services, including building maintenance, landscaping, and custodial,to a large portion of the University, as well as engineering, technical, and sustainability services.Facilities Maintenance Operations (FMO), a department within E&F, offers primary buildingmaintenance, landscape, fire safety, custodial, and event support services to Harvard schoolsand departments on a fee-for-service basis. All services are provided in strict accordance withregulatory requirements and customer-determined standards.