Reporting to the Senior Director of Administrative Services, this role:
Provides customer service outreach and support for the areas of Facilities, Campus Services, Security Services, Security Solutions, Housing, Custodial Services, Dining and Fitness Services at Harvard Business School.
Is a strategic partner for leadership of the department. Provides support for internal and external communications, operational support, meeting preparation and follow-up.
Collaborates with Director for Communications to develop content for the department including presentations, documentation, templates, and reports.
Assists with the coordination of the Local Emergency Management Team including meeting preparation, meeting minutes, and administration of electronic content for LEMT members. Participate in planning efforts for quarterly meetings, drills, and exercises.
Assists with the creation and review of business continuity plans, policy/procedure development, and project coordination.
Assists with unique, special projects including urgent and often delicate scenarios where the Operations team engages.
Strategic partner for leadership of the department. Provides support for internal and external communications, operational support, meeting preparation and follow-up. Represents Administrative Services leadership when needed for engagement with internal and external stakeholders.
Assists in ad hoc service delivery and related systems development including overseeing community compliance to emergency situations, visitor management, HBS Alert, etc.
Responsible for reviewing KPI's and ensuring service delivery excellence through in field management, metrics, and innovation. Serves as a key stakeholder for outside services including the University's Parking Office, Key Shop, Campus Services Group, Harvard Housing, and ID offices.
Coordinates with other staff in the Operations to ensure that customer services and maintenance work order requests are fulfilled.
Responsible for being a customer service advocate for the community providing special care for all service requests that are brought to the attention on this advocate.
Responsible for developing, implementing and promoting this new service by developing standards including when to call the advocate, what one can expect to happen when service advocate assistance has been requested, how to contact or request service from the advocate and a process to file a report or complaint.
Responsible for complete and thorough follow through for all service issues presented to this advocate.
Works closely with all service groups within operations, helping to expedite service and provide follow-up communications with our daily customers.
Ensures timely and effective completion of projects and initiatives of the Administrative Services team including but not limited to information technology initiatives.
Works with manager in developing, implementing and maintaining standards of services. Responsible for developing service standards at the service window in Shad
Creates, maintains and distributes measurable service matrixes and dashboards all services in the Operations Group.
Performs other duties as assigned.
While we continue to monitor the evolving COVID-19 guidelines and restrictions, we appreciate your understanding and flexibility with our interview process. Please note that we will be conducting interviews virtually (phone and or Zoom) for selected candidates until further notice.
A cover letter is required to be considered for this opportunity.
Harvard Business School will not offer visa sponsorship for this opportunity.
Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here.
Salary Grade: 056
Union: 55 - Hvd Union Cler & Tech Workers
BA/BS degree is preferred.
4-6 years of management experience in public safety, security management, preferably in an academic setting is required.
Excellent communication, customer service, interpersonal and team skills required.
Strong computer skills (MS Excel, Word, Email (MS Outlook) administrative database application tools,) are required.
Must be flexible and possess the ability to prioritize work and respond to change.
This position requires a high level of professionalism. Must possess excellent decision making and organizational skills.
Self-motivated who can take initiative to resolve problem. Independent worker with strong project management skills required.
Must be able to meet deadlines in fast paced environment.
Ability to work well and build relationships with other departments, employees, and vendors.
Web/HTML, MS Share Point/TEAMS experience desired.
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: 54295BR
About Harvard University Business School
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.