68067BRAuto req ID:68067BRJob Code:329057 Facilities & Oper Manager Department Office Location:USA - MA - Cambridge Business Title:Operations ManagerSub-Unit:Transportation Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :057Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Basic Qualifications:

High School or equivalent required, bachelor’s degree preferred.; industry experience may be transferable. Must have at least three years management experience in a customer service environment. Must possess strong communication, organizational and problem-solving skills. Demonstrated ability to negotiate effectively and successfully resolve customer service conflicts required. Previous experience in a college setting, university or service industry preferred. Parking-related experience a plus. Occasional night and weekend work required to supervise all aspects of the operation including special events.

Additional Qualifications and Skills:

Technology Skills Required: Must have strong computer skills including in-depth experience with spreadsheet and word processing software packages (Windows, Microsoft Word and Excel). Will be required to learn all Parking Management systems and must be willing to supplement technical knowledge with career development training courses.

Special Requirements: Occasional travel for this position may be required to attend industry conferences and training sessions. Valid driver’s license also required.

Additional Information:

Continued from Job-specific Responsibilities:

• Conducts quarterly Monitor Meetings to review policies and procedures and to gather suggestions and feedback from field staff. Prepares weekly “Please Read” communications to inform field staff on operational changes, policy clarifications and update current events. Participates in weekly management meetings, project mitigation meetings, and other meetings as needed to effectively run the operation. Coordinates with the Associate Director to plan team training seminars.

• Participates in audits and financial reconciliation for Parking Services including event receipts, accounts receivables, and collection of parking fees and fines through student term bill & employee payroll deduction systems. Responsible for the reconciliation of receipts from remote locations; booths and campus multi space parking meters. Works with the Associate Director and the Manager of the CSC and administrative staff to ensure discrepancies are reported and necessary documentation/disciplinary action taken.

• Must be aware of academic calendar and will be required to have knowledge of events occurring at the University to anticipate customer traffic and assist with planning and staffing. Works closely with the Campus Service Center team to plan, schedule and invoice event parking. Responsible for auditing the Parking Services Event Schedule on a weekly basis. Prepares schedules and work plans for and participates in major events (i.e. commencement, move in/move out and reunions).

• Will assist in coordinating Parking Services support for major campus events by working with internal and external partners. These partners include FAS, Harvard Graduate Schools, Harvard Police, Commencement and Reunion planners and outsourced support staff vendors. Will also assist in coordinating with City of Cambridge staff to secure street occupancy permits for campus events.

• Will need to have working knowledge of all Harvard University Parking Services software systems, hardware (handheld ticket writers) and access control equipment. Runs reports in system to help manage the operation. Works closely with HUIT Support team to troubleshoot and resolve issues. Has working knowledge and is able to perform minor repairs/diagnosis of facilities including garage doors and multi-space meters.

• Coordinates with the Associate Director of Parking Facilities to guarantee all facilities are safe and equipment is functioning properly. Partners with the Security Compliance Officer to ensure a safe work environment and to ensure all Parking Monitors complete required annual safety refresher training.

• Assists the Associate Director and the Associate Director of Parking Facilities in the upkeep of Parking Services vehicles, ensuring they are in proper working order. Responsible for weekly Parking Monitor vehicle assignments.

• Performs special project work and other related duties as necessary.

Department:103736Pre-Employment Screening:Education, Employment, IdentitySchedule:Monday-Friday

8am-5pmJob Function:Facilities Position Description:

• Manages, trains and evaluates more than 30 service staff in a (24) twenty-four hour (7) seven day a week operation in accordance with established performance management plans and policies. Helps oversee the interviewing and hiring process for enforcement staff including Parking Monitor I’s and Parking Monitor II’s. Coordinates with Human Resources during the on-boarding process for new hires and off-boarding process for departing employees. Involved in progressive disciplinary action concerning enforcement staff in accordance with union contract.

• Issues required uniforms and accessories to newly hired enforcement staff and places orders for all uniform items as needed.

• Schedules enforcement staff’s regular and overtime shifts using approved guidelines. Fills last minute shifts and sick calls. Responsible for staffing numerous University events where parking resources are required. Responsible to staff the parking operation during weather and other emergencies. Verifies that the weekly enforcement staff correctly enters their time and absence requests into Peoplesoft and makes final approval.

• Works with the Parking Management team and Campus Service Center to develop and implement Parking Services policies & procedures to ensure fair and equitable distribution of parking opportunities and enforcement guidelines.

• Manages all aspects of customer service for Parking Services; assists team and gets involved when necessary. Responds promptly to customer issues in the field, communicates them to the Associate Director of Parking Operations and elevates issues as necessary. Submits weekly reports on all field issues to the Associate Director of Parking Operations.

• Oversees Parking Services communications including the distribution of announcements, transportation advisories, written literature and web text. Communicates with the Parking Services facility team, CommuterChoice, and the Campus Service Center staff to ensure excellent customer service and resolve promptly issues related to parking field and enforcement operations.

• Manages the enforcement program on the Allston and Cambridge campus and ensures all enforcement staff are trained and use the Parking Management systems appropriately.

Continued in Additional Information

School/Unit:Campus Services EEO Statement: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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Physical Requirements:

Physical Requirements: Must be willing and able to perform work outdoors in all types of weather conditions. Should be physically able to lift 40 lbs.

Working Conditions:

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Emergency Status Designation: Critical Operations Personnel

Job Summary:

Manages a wide range of functions as it relates to Harvard Parking Services (24) twenty-four hour (7) seven day a week parking operation. Supervises the parking monitor staff, and oversees any supplemental, out-sourced personnel (i.e. valet, special event coverage) to ensure the highest level of customer service is achieved. Works closely with the Associate Director of Parking, Associate Director of CommuterChoice, Associate Director of Parking Facilities, Campus Service Center management and staff, and the Technologies and Logistics department to ensure a successful parking operation through commitment to the highest levels of customer service and safety.

Commitment to Equity, Inclusion, and Belonging:Harvard University views equity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify this excellence while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.

• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.

• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.

• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.

• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.

• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.

• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.

• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.

• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Work Format:On-Site LinkedIn Recruiter Tag (for internal use only):#LI-GJ1Work Format Details:This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.