Operations Manager

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Facilities Maintenance Operations

Facilities Maintenance Operations (FMO) offers building & landscape maintenance, and custodial services to Harvard faculties and departments on a fee-for-service basis. All services are provided in strict accordance with customer-determined standards. As such, FMO operates as an in-house alternative to contractor services and therefore must manage itself under the same principles that guide any successful maintenance service business.

Campus Services Mission Statement

To advance Harvard University’s mission of teaching and research, we partner to provide stewardship, strategies, and services that create exceptional community experiences.

The Operations Manager is guided by the mission, vision, and principles of Campus Services and instills a commitment to these values among all team members, and fosters a welcoming, supportive, and diverse workforce and environment.

The Operations Manager oversees all day, evening, night, and weekend coverage for FMO Custodial 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 and indirectly manages 90-120 non-exempt employees; interviews, hires, trains, motivates, and retains both exempt and non–exempt staff;

provides corrective action as appropriate, in consultation with the Director/Associate Director and HR; approves all overtime and time-off requests; and is responsible for leadership, development and performance management of staff. Ensures the delivery of support/services quality, quantity, and economy of custodial services provided conforms to standards (e.g., Departmental, University), and that all work performed/operations are in compliance with policies, procedures, and regulations.

Job-Specific Responsibilities

• Adheres to Customer Services Level Agreements (SLA’s). Maintains frequent and consistent contact with customer representatives and custodial supervisors (electronic and face-to-face) to ensure optimal delivery of service, communication of activities, alignment of priorities, operational effectiveness, and the highest degree of customer satisfaction for areas being serviced. In collaboration with assigned custodial supervisors, serves as the primary customer contact and ensures prompt, efficient and effective information flow to and from customers throughout crew operations and other supportive areas of FMO.
• Utilizes Microsoft Office software and customer electronic work order systems to prepare and validate operational data. Optimizes customer feedback systems and measurement reports using the specialized work management database(s) to accurately reflect the effectiveness of cleaning programs and related services. Utilizes 3rd party quality audit data for continuous improvement of operations. Manages measurable service audits and agreements with facility representatives to ensure customer satisfaction and department success.
  
  Prepares, negotiates, and assists with frequent evaluation and ongoing feedback to all involved parties to ensure and promote a positive, cost-effective, and successful customer experience.
• Responsible for effective staff leadership and management, including hiring and orientation, training and development, workflow and…