Operations Manager

Operations Manager, Custodial Services

Cambridge, MA – 02139 (100% onsite)

03+ month contract with possible extension.

Note: • Work Schedule: 40 hours/week • Location: 100% onsite • Duration: 3 months • Top 3 technical or soft skills you’d like to see that will lead you to request an interview Skills for me are customer service, written communication, intermediate to advanced proficiency with Microsoft Excel

Overview:

• 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 up to 130 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; reviews all overtime requests for necessity and effectiveness; 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.
• The Operations Manager is guided at all times by the mission, vision, and principles of Campus Services and instills a commitment to these values among all team members. The Operations Manager fosters a welcoming, supportive, and diverse workforce and environment.

Responsibilities:

• 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.
• Utilizes Microsoft Office software and customer electronic work order systems to prepare and validate operational data. 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, 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. Conducts weekly meetings with supervisors and quarterly meetings with all support staff to discuss issues, changes, procedures, policies, regulations, and other department activities. Additional meetings are scheduled with supervisors and staff as needed to address issues and concerns.
• 5. 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.
• 6. 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.
• 7. 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.
• 8. 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 the 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.
• 9. 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.
• 10. 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.
• 11. Assists the Associate/Director in preparing Service Level Agreements (SLAs), customer reports, and other deliverables for clients and department senior leadership as needed.
• 12. Performs other duties as directed, assigned, or required.

Basic Qualifications:

• • Bachelor’s Degree or equivalent work experience 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, 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.
• • Demonstrated ability to read, write and perform financial calculations.
• • 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.

Additional Qualifications:

• • An 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.
• • Working knowledge of network-based systems preferred. Familiarity with handheld computing, equipment diagnostics, bar-coding, and related technologies desired.
• • Ability to communicate effectively in Spanish, Portuguese, or Haitian Creole is preferred.

Certificates and Licenses: Must possess a valid driver license