Associate Director of Custodial & Event Support
Company: Harvard University
Posted on: June 7, 2021
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.
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
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
- 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
- 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
Keywords: Harvard University, Cambridge , Associate Director of Custodial & Event Support, Other , Cambridge, Massachusetts
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