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Associate Director of Custodial & Event Support

Company: Harvard University
Location: Cambridge
Posted on: June 7, 2021

Job Description:

Basic Qualifications

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.

Job Summary

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.

Keywords: Harvard University, Cambridge , Associate Director of Custodial & Event Support, Other , Cambridge, Massachusetts

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