Operations Manager

Operations Manager

Reporting to the Associate Director of Transit Services, the Operations Manager is responsible for the day-to-day management and continuous improvement of Harvard University's Transit operations. The role supports:

• A 24 hour operation and oversees frontline and administrative staff, daily service delivery, customer service, and compliance activities across fixed-route daytime and evening campus shuttle services, accessible van services, on-demand evening transportation, and charter services.
• Requires evening and weekend hours.
• Ensures reliable, safe, and customer-focused operations while supporting strategic initiatives and projects led by the Associate Director and Managing Director of Transportation Services.
• This position collaborates closely with the Fleet Management team and provides operational support across Transit and Fleet as needed.

Job-Specific Responsibilities:

• Operational Management & Service Delivery
• Manages daily operations of campus shuttle, accessible van, on-demand evening, and charter services to ensure safe, reliable, and on-time performance.
• Oversees shift planning, run assignments, route execution, and real-time problem resolution (service gaps, detours, vehicle issues, staffing shortages).
• Monitors service levels, ridership, and performance metrics; recommends and implements adjustments to schedules, routes, and staffing to meet service standards and customer demand.
• Coordinates with Fleet Management to ensure vehicle availability, readiness, and preventative maintenance scheduling to support service needs.
• Staff Leadership & Performance Management
• Directly supervises Transit administrative and frontline staff (e.g., drivers, customer service staff), ensuring clear expectations, accountability, and strong communication.
• Participates in hiring, onboarding, and training new staff; ensures that all staff are properly trained on safety, customer service, route knowledge, and technology systems.
• Conducts regular performance evaluations, coaching, and corrective actions in accordance with University policies and performance management protocols.
• Supports professional development and cross-training to build a flexible, resilient operations team.
• Labor Relations & Workforce Management
• Works collaboratively with Area Trades Council (ATC) and Harvard Clerical Technical Worker's (HUCTW) leadership, represented employees, and Human Resources to support the effective administration of collective bargaining agreements.
• Manages day-to-day application of work rules, overtime, scheduling, bidding processes, and attendance policies in compliance with union contracts.
• Helps resolve workplace issues, grievances, and disciplinary matters in partnership with the Associate Director, HR, and union representatives.
• Customer Service & Stakeholder Engagement
• Acts as a visible, accessible point of contact for campus stakeholders, students, faculty, staff, and external partners on operational matters.
• Oversees customer feedback channels (email, phone, web forms, apps) to ensure timely response and resolution of inquiries, complaints, and service issues.
• Supports the Associate Director in communicating service changes, disruptions, and special event transportation plans to the campus community.
• Compliance, Safety & Risk Management
• Ensures day-to-day operations adhere to all applicable federal, state, and local regulations (including DOT, ADA, FMCSRs, and Clean Air Act requirements), as well as University policies on drug/alcohol testing and workplace safety.
• Partners with Risk Management, Environmental Health & Safety (EH&S), and HR to reinforce a strong safety culture, including participation in incident reviews, safety audits, and corrective action planning.
• Maintains accurate operational records related to safety, training, inspections, incidents, and compliance reporting.
• Financial & Administrative Responsibilities
• Assists the Associate Director in developing and managing operating budgets by providing accurate operational data, staffing projections, and cost estimates.
• Monitors overtime, staffing levels, fuel usage, and other cost drivers; recommends cost-effective operational adjustments while maintaining service quality.
• Supports customer billing activities for transit and charter services, including work order management and data entry in Maximo or equivalent systems.
• Contributes to business plans and financial projections through analysis of service utilization, costs, and operational performance.
• Other Responsibilities
• Utilizes transit visualization and management systems (e.g., Via, Passio, AVL/GPS platforms) and other Transit and Fleet Management software to monitor real-time performance and track key performance indicators.
• Collects, analyzes, and reports on service metrics (on-time performance, ridership, productivity, complaints, incidents) to identify trends and improvement opportunities.
• Recommends and helps implement operational process improvements, technology enhancements, and pilot projects to increase efficiency, reliability, sustainability, and customer satisfaction.
• Supports the rollout and training of new technologies and tools for drivers and administrative staff.
• Assists the Associate Director with special projects, including service redesigns, campus construction detours, major campus events, sustainability initiatives, and cross-departmental collaborations.
• Coordinates logistics and staffing for special events and peak-demand periods, ensuring appropriate coverage and communication.
• Performs other related duties as assigned.

Physical Requirements:

Must be willing and able to perform work outdoors in all types of weather conditions. Ability to move about transit facilities, bus yards, and campus locations, including climbing into and out of buses and vehicles as needed for inspections or incident response.

Qualifications:

Basic Qualifications:

• Bachelor's degree or equivalent work experience required
• Minimum of 5 years' relevant work experience
• Supervisory experience

Additional Qualifications and Skills:

• 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.
• Transportation-related experience and a working knowledge of Federal Motor Carrier Safety Regulations (FMCSRs), DOT and ADA requirements, and related safety and compliance standards for commercial vehicle operations desired.
• Must be available to work shifts that start at any hour (24 hours a day) and respond promptly to emergent incidents.

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 Transit technology 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 required with CDL preferred.
• Ability to work a flexible schedule, including early mornings, evenings and weekends, as operational needs require.
• Must be able to remain onsite for extended periods during emergencies, weather events, or major service disruptions.

Working Conditions:

• Emergency Status Designation: Critical Operations Personnel

Certificates and Licenses:

• Valid MA State Driver's License required with CDL preferred.

Additional Information:

Standard Hours/Schedule:

• 40 hours per week
• Sunday & Monday: Days Off
• Tuesday, Wednesday, Thursday: Evening Shift
• Friday, Saturday: Overnight Shift

Work Location:

• Allston/Brighton, MA

Compensation Range/Rate (including Shift Differential if applicable):

• Salary Grade 057: Salary Ranges | Human Resources

Visa Sponsorship Information:

• Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening:

• Identity