"Operations Manager, Program Delivery, Bloomberg Center for Cities"

Job Summary

The Operations Manager will be responsible for the core program functions, systems and processes that keep each City Leadership Initiative program running smoothly. The Operations Manager will lead the improvement and documentation of standard operating procedures that undergird program delivery. This includes booking classrooms, study group and meal spaces, managing contracts and vendor relationships (hotels, transportation, catering), and ensuring program supplies are ordered and organized. The Operations Manager will also oversee participant-facing systems such as application and logistics portals, tracking and documenting faculty teaching session compensation, serving as the team’s Salesforce power user to keep data accurate and processes efficient. In addition, they will maintain documentation, support new staff training, manage the program calendar, and ensure programs are successfully closed out with all operational details completed. The successful candidate should have strong project management skills, cross-team collaboration, and a focus on building reliable, scalable systems. This role combines analytical thinking with practical, hands-on execution to ensure programs run efficiently and effectively.

Key Responsibilities

Lead Continuous Improvement & Develop Operational Strategy

• Analyze end-to-end program operations to identify bottlenecks, redundancies, and opportunities for automation or process optimization.
• Develop strategy and design and implement operational frameworks and documentation that promote consistency, scalability, and knowledge transfer across programs and staff.
• Lead development of SOPs and document lessons learned and contribute to ongoing improvements in systems and processes.
• Develop and implement best practices for project management, resource allocation, productivity, data sharing, and program execution.
• Develop metrics, workflows and dashboards to track operational performance, measure process efficiency, and inform data-driven decision-making.
• Work across teams (program delivery, curriculum, city support, and Executive Education) to align processes and surface opportunities for improvement.
• Lead strategy to foster a culture of operational excellence by facilitating feedback loops, encouraging innovation in process design, and promoting best practices across teams and initiatives.
• Develop process to share process improvements and best practices across the broader Executive Education and Bloomberg Harvard communities.

Program Logistics, Vendor Management & Communication

• Plan and manage all classroom, study group, and meal/work group spaces across programs.
• Oversee relationships and contracts with vendors (hotels, transportation, travel, catering, and event partners) to ensure reliability, compliance, and high-quality service.
• Serve as team point of contact to collaborate with admin and finance teams to manage contracts and facilitate payments.
• Establish and maintain databases of vendors and service providers to support efficient program delivery.
• Develop process and system to manage ordering, tracking, and organization of program supplies to ensure consistent availability.
• Lead management of and communication around the master program calendar to align scheduling and updates across teams.
• Track and document faculty compensation for teaching engagements, coordinating with internal stakeholders as needed.
• Provide operational support to program teams during delivery as required.

Systems & Participant Platforms

• Configure and maintain participant-facing platforms, including application and logistics portals, ensuring accuracy and usability.
• Assist participants with troubleshooting when issues with systems arise.
• Coordinate with system administrators as needed to update or troubleshoot these systems.
• Serve as the team’s Salesforce power user and data steward: manage workflows, create campaigns, run reports; monitor and ensure accuracy of data across all programs, participants, and faculty engagements.
• Create and maintain training materials, SOPs, checklists, and other documentation to ensure consistent and correct use of our platforms and tools.
• Lead and manage training of new staff on program systems, tools, and processes as part of onboarding.
• Collaborate with teams across the Center to optimize systems and ensure alignment across workflows and tools.
• Participate in development, testing, and rollout of new features or functionality of systems and programmatic tools.

Qualifications

Basic Qualifications

Bachelor's degree and 7 years of progressively responsible experience in organizational development, operations/project management, program delivery or related field.

Additional Qualifications and Skills

• Proven experience in driving organizational change and process improvement initiatives.
• Strong analytical skills and experience in data-driven decision-making.
• Excellent leadership, communication, and interpersonal skills.
• Knowledge of Customer Relationship Management Systems; Salesforce configuration skills preferred.
• A demonstrated record of success in leveraging technology in the delivery of service operations.
• Skill in performing business analyses, scoping, and documenting requirements / specifications.
• Skill in training and providing clear instruction and assistance to end-users.
• Skill in managing multiple diverse activities simultaneously, delivering on commitments, and operating with speed, accuracy, and strong judgment.
• An ability to quickly identify and drive to the best possible solution when presented with a series of opportunities and constraints.
• Great resourcefulness and an instinct for surfacing value and pragmatic solutions.
• Experience with project management methods and tools.
• Knowledge of the field of educational technology, teaching, or training a plus.
• A strong customer service orientation.
• An ability to drive to big picture goals while maintaining a strong attention to detail.
• Excellent interpersonal skills that resonate with audiences of different backgrounds.
• Ability to effectively use project management and flowchart tools.
• A strong work ethic and resolute integrity.
• We are committed to building and fostering a diverse and inclusive team of staff, students, and faculty, and we seek candidates who share our commitment and values.

Additional Information

• Appointment End Date: This position is a fully benefits eligible term appointment through June 30, 2026, with the strong possibility of renewal.
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity, Education
• Other Information: This is a full-time, on-campus position based in Cambridge, MA. Flexible remote work arrangements may be available with supervisory approval.

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 058. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.