At the direction of the Director / Associate Director of Custodial & Support Services, the Operations Manager oversees all day, evening, night and weekend coverage for FMO Custodial and Event Support operations in an area of campus that may include residential, research, athletic, and dining facilities; classrooms; and office spaces. The Operations Manager directly manages up to 10 Supervisors and indirectly manages approximately 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 (OT) and time-off requests; prepares performance evaluations and presents merit increase recommendations to Senior Leadership; and assures that the quality, quantity, and economy of custodial services provided conforms to Departmental, University, and governmental standards.
Maintains daily contact with customer representatives (both 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. Serves as the primary customer contact and coordinates information flow from customers(s) to crew operations.
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. Performs quality audit data for continuous improvement of operations, utilizes 3rd party resources as needed. Negotiates, prepares, and manages measurable service agreements with facility representatives to ensure customer satisfaction and departmental success.
Responsible for effective staff 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 performance evaluations for direct reports. Assists in the development and maintenance of standards for selecting candidates for all open supervisory and hourly positions. Serves as hearing officer in the first step of the custodial employee grievance process. Conducts minimum of 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
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 and occupant experience.
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 required. Excellent communication, analytical, organization and problem-solving skills required. Demonstrated ability to successfully manage multiple projects on deadline required. Demonstrated ability to lead in a team oriented, multi-cultural, customer-focused environment required. Experience with events support and management required. Understanding of Harvard's academic, administrative, and collective bargaining structures preferred.
Demonstrated proficiency in MS Office including Word, Excel, Outlook, and relational database applications required.
Preferred working knowledge of Spanish, Portuguese, Haitian - Creole. Must possess a valid driver's license and provide his/her personal vehicle to travel on and off campus as needed.
EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.
Internal Number: 53685BR
About Harvard University Campus Services
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.