Ombuds I

Harvard University • Cambridge, MA

19d • Hybrid

About The Position

Harvard University’s Ombuds Office is seeking an Ombuds I to join its Cambridge team. The Office provides independent, highly confidential, impartial, and informal dispute-resolution services to Harvard faculty, staff, students, trainees, and appointees at affiliated institutions whose concerns affect their work or studies. It helps visitors clarify concerns and goals and consider options for managing or resolving them, which may range from discussing a problem to filing a formal complaint. Services include communication coaching, individual and group facilitation, shuttle diplomacy, upward feedback, information about policies, procedures, and resources, and training.

This benefits-eligible term position runs through June 2028, with the possibility of extension. The role includes dispute-resolution consultation and referrals, community outreach and education, policy analysis, and administrative and collaborative work. The position is hybrid, with a minimum of two to three days on campus, and is scheduled for 35 hours per week. It includes a three-month orientation and review period.

Requirements

• Bachelor’s degree.
• At least five years of demonstrated experience in ombudsing, conflict resolution, mediation, negotiation, or a related field.
• Demonstrated experience designing trainings, including relevant computer skills, and conducting trainings.
• Outstanding communication and interpersonal skills, including the ability to work well with individuals at all institutional levels and quickly develop rapport.
• Experience working with subtle and/or complex institutional political dynamics.
• Excellent problem-solving skills.
• Demonstrated experience handling highly confidential matters with discretion and maintaining a professional demeanor.
• Ability to work independently and as part of a team.

Nice To Haves

• Advanced degree in a related field.
• Previous Ombuds experience.
• Prior experience in an academic or higher-education environment.
• Basic mediation training of at least 30 hours and/or completion of the IOA Foundations of Organizational Ombudsman Practice course.

Responsibilities

• Help visitors identify and consider concerns, goals, and potential next steps, and clarify university policies and procedures as needed.
• Conduct informal fact-finding, as appropriate, to promote understanding of issues.
• Provide conflict coaching, informal mediation, group facilitation, and shuttle diplomacy.
• Consult with faculty and/or managers on general cooperative strategies for complaint resolution and refer visitors to other resources as needed.
• Work closely with key offices serving faculty, staff, students, and/or trainees.
• Educate and communicate on an ongoing basis about the Ombuds Office and its role to Harvard-connected community members.
• Conduct existing Ombuds Office trainings and design and conduct new trainings on negotiation and conflict-resolution skills, authorship best practices, and related topics.
• Serve as a campus resource for people formulating or modifying policies and procedures.
• Maintain non-identifying visitor statistics and general statistics on trainings and presentations for the annual report, and share statistics as requested and appropriate.
• Uphold the Office’s standards of confidentiality, impartiality, independence, and informality.
• Respond to individuals promptly and treat them with respect and professionalism; contribute to emotional and physical safety for visitors and staff.
• Collaborate effectively with the Ombuds team and coordinate work, including some visitor scheduling, training-material organization, and other administrative tasks as needed.

Benefits

• Generous paid time off, including parental leave.
• Medical, dental, and vision insurance coverage starting on day one.
• Retirement plans with university contributions.
• Wellbeing and mental health resources.
• Support for families and caregivers.
• Professional development opportunities, including tuition assistance and reimbursement.
• Commuter benefits, discounts, and campus perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level