Operations Manager, Information Technology, Executive Education

15-Jul-2024

Operations Manager, Information Technology, Executive Education

Harvard Business School

66362BR

Job Summary

The Operations Manager will report to the Sr. Associate Director, Executive Education, Information Technology (ExEd IT). This position will focus on supporting Executive Education’s Salesforce ecosystem, spanning 11 departments within ExEd including Marketing, Admissions, Finance, Program Development, and Delivery. This position will also serve as project manager for other technologies necessary in supporting ExEd programs, faculty, participants, and the program delivery team.

The position works directly with the EEIT team to oversee operational requests from Executive Education Staff. The ideal candidate will have a working knowledge of Salesforce and prior support experience. They will be responsible for analyzing and providing technical solutions for complex operational cases, as well as allocating assignments across the team equitably, monitoring progress, assessing, and communicating risk to the EEIT management team.

Position Description

Operational Leadership & Technical Expertise

• Develop comprehensive expertise in the ExEd Salesforce ecosystem to effectively prioritize and manage requests beyond standard releases.
  •  These may include critical issues, requests for reports, training materials, data management, general support, potential bugs, or enhancements.
•  Analyze and provide technical solutions for Tier 2 operational cases, as needed.
•  Provide expertise to internal team members regarding technical solutions for operational cases and guidance to team members on case priority relative to other operational case work.
•  Oversee case triage, assigning tasks to appropriate EEIT team members based on capacity and priority.
• Escalate critical requests to the appropriate team members.
• Oversee case support, testing and troubleshooting
• Work with Harvard Business School Information Technology (HBS IT) for completion and escalation of operational support issues
• Serve as the principal point of contact for Major Incidents which may impact ExEd systems and staff.

• Coach and motivate the team to meet expectations and adequately perform standard operating procedures.
• Maintain and communicate high-level view of operational cases in progress, including, workload across team, priorities, risks.
• Manage EEIT Team “Stand-Up” Meetings and project meetings, as needed .
• Facilitate discussion and next steps for operational work.

• Manage operational projects, including integration of new tools and software upgrades.
• Collaborate with HBS IT regarding HBS IT supported products, including security reviews.
• Reflect on and continually improve our operations practice – communication, response time, escalation path.
• This role is responsible for other duties as assigned.

Basic Qualifications

• Bachelor’s degree or equivalent work experience required
• Minimum of 6 years’ relevant work experience

Additional Qualifications and Skills

Other Required Qualifications:

• Candidates should have strong leadership, coaching, communication and problem-solving skills. Tier 1 and Tier 2 salesforce support analysts will report into this role.

• Salesforce support experience.
• Clear written and verbal communication skills.
• Demonstrated coaching, team management, project management skills.
• Strong attention to detail and ability to define clear processes.
• Ability to tackle complex problems and work effectively with colleagues to find solutions.

Additional Information

This is a hybrid position which we consider to be a combination of remote and onsite 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. 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.

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.

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.

Job Function

Faculty & Student Services, General Administration, Information Technology

Department Office Location

USA - MA - Boston

Job Code

383557 Technical/User Support

Work Format

Hybrid (partially on-site, partially remote)

Sub-Unit

------------

Salary Grade

057

Department

Executive Education

Union

00 - Non Union, Exempt or Temporary

Time Status

Full-time

Pre-Employment Screening

Education, Identity

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.

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.

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