Associate Director, Operations, Executive Education

Boston, MA, United States

Basic Qualifications

Bachelor's degree or equivalent experience required

7+ years of relevant experience in service-driven or related higher-education administration capacity is required.

Excellent communication and project management skills.

Ability to multitask and problem-solve.

Customer-focused team leader with skills to collaborate with multiple teams in a fast-paced, high-energy environment.

Additional Qualifications and Skills

Other Qualifications: Sound judgment and experience in conflict resolution, negotiation, mediation, and troubleshooting for solutions and optimization of resources to ensure the success of all programs.

Ability to define and communicate work standards and performance expectations, facilitate professional development, and provide ongoing feedback to staff.

Strong technical, analytical, and listening skills; ability to drive improved workflow systems and process needs, specifically including technology advancements and reporting.

Knowledge of best-in-class concierge services and implementation.

Knowledge of the Executive Education portfolio and HBS to ensure ability to collaboratively manage relationships within Executive Education departments as well as with colleagues across HBS is helpful.

Additional Responsibilities:

Cross HBS Team Collaboration: Act as a bridge between various HBS departments, including Housekeeping, Security, Campus Services, and others to ensure open communication and scalable processes and support across programs.

Develop and update policies with all groups related to Guest Services to reflect best practices and industry standards.

Act as primary contact for the HBS Security team in the coordination of procedural documentation.

External Team Collaboration: Maintain relationships with external Executive Education service providers and determine where improvements are needed.

Evaluate external service providers, including rideshare partnership, parking services, dry-cleaning service, and other vendors.

Review contracts and evaluate competitor service providers.

IT Solutions: In partnership with IT, drive key technology initiatives and decisions related to applicable business processes, including StarRez (academic-based property management software), Salesforce, Service Now, etc.

Quality Assurance: Analyze service requests, via Service Now, for business process management.

Audit service requests to ensure service standards are being met and suggest areas of improvement when they are not.

Budget Management: Work with the Finance team to review the operations budget for accuracy and ensure alignment on business priorities.

This role is responsible for other duties as assigned.

Additional Information

This is a hybrid position which we consider to be a combination of remote and on site work at our Boston, MA based campus. HBS expects all staff to be onsite 3 days per week and departments provide onsite coverage Monday - Friday. Please note that for the first 90 days of employment, you will be expected to be onsite 5 days/week. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.

A cover letter is required to be considered for this opportunity.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here https://www.hbs.edu/employment

Position Description

GUEST SERVICES

Oversight involves front-office operations, including check-in/checkout and concierge services, while providing an exceptional level of customer service to Executive Education participants, campus guests, and the general HBS community. The team also provides service/support to program staff, all in a fast-paced, high-energy, dynamic environment, with coverage seven days a week.

Staff Management: Responsible for effective staff management for a 9-person Guest Services team, with the Assistant Director of Guest Services as a direct report. Work together with the Assistant Director to define and communicate Guest Services service level standards and performance expectations, documenting roles and responsibilities for the Guest Services team. Support the team in successfully executing roles and identify individual training needs and coaching opportunities. Shape and support individual and overall team growth.

Decision Making: With strong decision-making skills, make strategic decisions and problem-solve day-to-day team and participant requests/issues in a dynamic and fast-paced environment. Develop solutions to support challenges while balancing individual and organizational needs. Identify opportunities to build cohesive policies across groups, often in partnership with the Executive Education Program Delivery team. Provide guidance and operational expertise in developing and implementing new processes and procedures, always keeping in mind potential implications for other groups.

Conflict Resolution/Crisis Management: Serve as an escalation point for time-sensitive participant concerns, ranging from housekeeping requests to urgent emergencies. Assess each situation in real-time and address or escalate as appropriate to ensure successful resolution with minimal impact on the guest experience.

Strategic Planning: To formalize an overall customer service strategy, will create and implement best-in-class concierge services. The strategy will include planning processes and service improvements based on participant and staff feedback and competitor benchmarking. Stay current on industry trends and innovations in guest services and continuously enhance the guest experience.

RELATIONSHIP MANAGEMENT AND PROCESS IMPROVEMENT:

Operations and Resource Management Collaboration: As a key stakeholder in the Operations and Resource Management team's operationally focused projects, engage with the Associate Director of Facilities and Emergency Management and the Associate Director of Resource Allocation regularly.

Cross Executive Education Team Collaboration: Liaise with Associate Directors of Program Delivery to coordinate areas of intersection between Guest Services and Program Delivery teams, aiming to improve processes and systems. Partner with Marketing and Program Delivery to build and maintain positive relationships with participants and alumni to augment their overall experience, both for on-campus and for virtual program offerings. Work with IT to create an enhanced participant experience through technology improvements, automation, communication, and service delivery.

Additional responsibilities are listed in the Additional Qualifications section below.

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.

Job Summary

Reporting to the Sr. Director of Operations and Resource Management and working as a member of the Harvard Business School (HBS) Executive Education Operations and Resource Management team, the Associate Director, Operations, Executive Education will work both collaboratively and independently to support the overall HBS Executive Education business with a particular focus on Guest Services front-office operations and customer service. With 10,000+ events annually, including class sessions, dining, program exercises, meetings, special events, etc., the team is uniquely positioned within the organization to engage with each program, participant, various internal teams, and external service providers. With a primary focus on logistics and operational excellence, the team coordinates resources within Executive Education departments and across campus.

The Associate Director, Operations, Executive Education role requires a blend of analytical, administrative, and relationship management capabilities, with an appreciation of the HBS Executive Education business model, bridging institutional, participant, and staff needs.

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, 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 excellence and diversity 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.

About Us

Founded in 1908 as part of Harvard University, Harvard Business School (www.hbs.edu) is located on a 40-acre campus in Boston. The School offers two full-time MBA and PhD programs, more than 175 Executive Education programs, and certificates and courses through Harvard Business School Online. For more than a century, Harvard Business School faculty have drawn on their research, connection to practice, global expertise, and passion for teaching to educate leaders who make a difference in the world. The School and its curriculum attract the boldest thinkers and the most collaborative learners who will shape the practice of business and entrepreneurship around the globe.

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