Operations Manager

Harvard University • Cambridge, MA

2d • Onsite

About The Position

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.

Requirements

• 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 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.
• Must possess and maintain a valid Massachusetts Driver’s License
• Successful completion of an annual Driver’s License check
• DMV background checks and clearances are required prior to hire

Nice To Haves

• College degree in business or related field preferred.
• Demonstrated ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments Evidence of significant leadership ability with a willingness to serve as an active team member.
• Excellent communication, analytical, organization and problem-solving skills Demonstrated ability to successfully manage multiple projects and meet deadlines.
• Demonstrated ability to successfully lead in a team oriented, multi-cultural, customer-focused environment.
• Understanding of Harvard’s academic, administrative, and collective bargaining agreement structures is strongly preferred.
• Preferred working knowledge or ability to communicate Spanish, Portuguese or Haitian-Creole.

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 performance management, and the promotion of an inclusive and innovative work environment.
• Manages assigned custodial supervisors; establishes performance standards and measures for all crew employees and prepares regular employee evaluations for direct reports. Assists in the development and maintenance of standards for selecting candidates for all supervisory and hourly positions. Serves as hearing officer in the first step of the custodial employee grievance process. Conducts weekly meetings with supervisors and quarterly 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-training existing employees in a variety of areas including environmental health and safety compliance, effective sustainable cleaning procedures, and customer service skills. Liaises with other Departments, including the Center for Workforce Development to assist employees and managers who are seeking to further their education or career.
• Conducts weekly or frequent inspections of scheduled work assignments to ensure effective performance of all cleaning and support services in accordance with established FMO Custodial standards. Follows up with supervisors to resolve issues and prevent recurrence; participates in safety and quality surveillance rounds as needed.
• Ensures operations are in compliance with all Departmental, University and governmental procedures, policies, and regulations. Advises and collaborates with Director and/or Associate Director to identify and implement process improvements and initiatives across the Department to optimize operations and service delivery for the University. Assures compliance with bargaining unit agreement.
• Ensures compliance with University payroll procedures for all assigned supervisors and work crews. Serves as payroll timekeeper for assigned supervisors and work crews. Maintains and authorizes the electronic (Maximo) payroll system. Utilizing the data from employee timecards system, the Operations Manager is responsible for analyzing data and running reports to detect trends and issues, and takes corrective actions needed based on findings.
• Assists in the negotiation and management of contract agreements with vendors for effective procurement of materials, supplies, inventory, specialty services and supplemental labor. Adheres to all University and Department processes and protocols regarding the purchase of supplies and equipment.
• Prepares and submits statistical reports and analyses, capital equipment lists and oversees the preparation of weekly and monthly supervisor reports (e.g., operational, payroll, performance).
• Exercises and continuously refines the emergency response capacity of FMO Custodial Services, including contingency planning for: inclement weather conditions (snow, ice, wind, rain), building flooding, Blood-borne Pathogen or other biohazard cleanups, and other incidents as required.
• Works closely with the Director and/or Associate Director and the Campus Services business support staff to develop and administer annual operating budgets and plans for new business opportunities. Reviews unit financial performance on a monthly, quarterly, and annual basis and contributes to the development of detailed projection and financial management 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- and short-term objectives to the Director and Associate Director; manages implementation of and adherence to Departmental goals and objectives.
• Performs other duties as directed, assigned, or required.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health 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: Manager
• Education Level: High school or GED