Reporting to the Director, the Associate Director assists with the day-to-day management of the Department; supervises and coordinates the activities of assigned personnel to include an overall organization consisting of approximately six (6) Operations Managers and approximately twenty plus (20+) Supervisors; and indirectly supervises 400+ non-exempt unionized hourly custodians.
Duties and Responsibilities:
Directly supervises multiple work groups providing custodial and event support services to facilities and/or areas of the Harvard campus on a fee-for-service basis. Managerial assignments may evolve in structure and scope based on organizational need. Manages all operations in accordance with customer expectations and departmental objectives.
Provides leadership to and supervision of all assigned staff; responsible for ongoing performance management, training, mentoring, hiring, and development planning for staff, in a union environment while promoting an inclusive and innovative work environment. Manages to and ensures compliance with union contracts, University procedures and policies, and regulations.
Communicates with customer representatives to determine service/support requirements and develop service delivery strategies that are responsive to their requests and needs. Provides recommendations, scopes of service, proposals and cost estimates to customers as needed.
Maintains regular contact with customers (electronic and face-to-face) to ensure optimal communication of activities, alignment of priorities and effectiveness of services. Oversees routine inspections of scheduled work assignments across all supervisory areas to ensure effective performance of all cleaning and related support services.
In collaboration with the Director this position establishes and/or implements work performance standards and measures for all employees to ensure service delivery and customer satisfaction expectations are consistently met. Assists in the development and maintenance of standards for selecting candidates for open supervisory and hourly positions. For work groups assigned, acts as a primary contact for Campus Service Human Resources in the employee hiring process. Responsible for managing assigned managers' and supervisors' execution and compliance with all HR policies and hiring processes, and actively managing groups compliance with these.
Interviews, hires, orients, trains and provides corrective action as appropriate to direct reports to ensure that an effective management team is in place; reviews and approves all employee corrective action to ensure that fairness and consistency is being followed; prepares, reviews and approves performance evaluations and merit increase recommendations for exempt staff and presents recommendations to Director.
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. Negotiates, prepares, and manages measurable service agreements to ensure customer satisfaction and departmental success.
In collaboration with the Director, implements and continually refines programs for training new employees and re-training existing employees on environmental health and safety compliance, effective
Minimum eight (8) years of progressive management experience in an effective service group in a mid- to large-scale operation with high standards for service delivery and customer care.
BA/BS degree highly preferred.
Understanding of Harvard's academic, administrative, and collective bargaining agreement structures is strongly preferred.
Demonstrated leadership abilities and willingness to both lead a team and serve as an active team member, demonstrated ability to solve complex problems involving multiple parties without clear lines of authority, demonstrated ability to implement data-driven decision-making and process improvements, and demonstrated ability to maintain flexibility in assignments and work with constrained resources on tight deadlines or in emergency response roles.
Demonstrated ability to develop favorable interpersonal relationships in a diverse, customer-focused environment. Demonstrated excellence in written and oral communications.
Demonstrated ability to prioritize, delegate, and manage multiple responsibilities in a dynamic, fast-paced environment.
In-depth knowledge of cleaning technology and procedures utilized in a higher education setting.
Technology Skills Required: Demonstrated proficiency in desktop computing systems, including Microsoft Office (word processing, spreadsheet, and database applications). Experience utilizing asset and work management systems required. Working knowledge of network-based systems preferred. Familiarity with handheld computing, equipment diagnostics, bar-coding, and related technologies desired.
Special Requirements: Ability to communicate effectively in Spanish, Portuguese, or Haitian Creole is preferred.
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: 53690BR
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.