Description

The Director of Operations is a senior strategic leader responsible for the overall operational excellence, financial stewardship, and long-term resilience of Harvard University Dining Services (HUDS). HUDS is a complex, multi-unit organization encompassing residential dining, catering, retail, and administrative operations.

Reporting to the Managing Director, the Director of Operations provides centralized leadership for business processes, operational systems, technology governance, cross-functional labor relations support, sustainability initiatives, and campus partnerships. The position advances the strategic priorities and vision for HUDS set by the Managing Director. The role modernizes processes, reduces operational and compliance risk, strengthens data-driven decision-making, and ensures seamless execution across all HUDS units. The position has three direct reports who manage business systems.

This role plays a critical part in succession planning, organizational continuity, and advancing HUDS’ mission to provide an exceptional, sustainable dining experience aligned with Harvard’s academic and residential life goals.

Job-Specific Responsibilities:

Key Areas of Focus

• Operational Leadership & Strategic Planning
• Technology, Systems & Business Process Management
• Project, Change Management & Implementation Excellence
• Labor Relations Support & Workforce Practices
• Financial Management & Business Analytics
• Sustainability & Resource Stewardship
• Cross-Functional Campus Partnerships
• Emergency Preparedness & Crisis Management

Essential Responsibilities

Operational Leadership & Strategic Planning

• Serve as the central operational leader for HUDS, providing strategic direction, decision support, and cross-unit coordination.
• Develop and implement operational strategies that align with Harvard’s long-term goals for dining, student experience,
• facilities, and sustainability.
• Translate strategic priorities into executable plans, performance metrics, and clear operational accountability.
• Build structures, processes, and documentation that reduce reliance on individual expertise and support long-term organizational stability.
• In partnership with senior leaders, promote a culture of continuous improvement, transparency, and accountability through regular review of performance data, feedback loops, and improvement initiatives.
• Technology, Systems & Business Process Management
• Lead governance, optimization, and integration of key operational and business applications (e.g., UKG/Kronos, POS/Transact, scheduling and shift-bidding platforms, menu/production and other operational systems).
• Partner with Harvard University Information Technology (HUIT), Campus Services (HR, Finance, Facilities), and vendors to implement system upgrades, automate workflows, and strengthen reliability and data integrity.
• Design, document, and continuously improve core HUDS business processes (e.g., scheduling, payroll/timekeeping, inventory, procurement workflows, billing, project intake).
• Establish and maintain standard operating procedures (SOPs) and process maps to ensure consistency, compliance, and clarity of roles and handoffs.

Project, Change Management & Implementation Excellence

• Establish and champion project management discipline across HUDS, including project intake, scoping, prioritization, timelines, communications, and stakeholder engagement.
• Oversee cross-functional projects such as facilities renewal, system transitions, process redesign, and large-scale operational changes.
• Drive “velocity with accuracy” by ensuring that projects are delivered on time, on budget, and to defined quality standards, with robust testing and change management.
• Track project outcomes against expected benefits, report progress to leadership, and incorporate lessons learned into future initiatives.
• In partnership with senior leaders, provide coaching and development to managers and staff in areas such as process thinking, project management, and data literacy.

Labor Relations Support & Workforce Practices

• Support senior leadership and HR in the consistent application of union contracts, labor policies, staffing models, and scheduling practices.
• Support senior leaders in establishing clear accountability measures for inconsistent management practices related to contract compliance.
• Provide data, analytics, and tools to inform staffing forecasts, scheduling models, and workload allocation.
• Promote fair, transparent, and compliant workforce practices that support engagement, inclusion, and operational reliability.

Financial Management & Business Analytics

• Partner with Finance and HUDS leadership on annual budgeting, forecasting, and multi-year financial planning.
• Develop and oversee financial and operational dashboards (e.g., labor, food cost, productivity, utilization) that enable data-driven decision-making at all levels.
• Identify and drive initiatives that optimize cost, maximize value, and strengthen revenue and margin performance while preserving quality and service.
• Conduct financial and operational analyses to evaluate new initiatives, capital investments, and process changes.

Sustainability & Resource Stewardship

• Partner with HUDS leadership, Harvard’s Office for Sustainability, Facilities, and Procurement to integrate sustainability goals into operational and financial decision-making.
• Use data and process design to reduce waste, optimize sourcing, and improve energy, water, and materials efficiency across dining operations.
• Support the development, tracking, and reporting of sustainability metrics and initiatives, ensuring alignment with university-wide commitments.

Cross-Functional Campus Partnerships

• Coordinate closely with key campus partners including Campus Services, Harvard Faculty of Arts and Sciences, Procurement, House Renewal, HR, HUIT, and Facilities Operations.
• Serve as the central hub for complex problem-solving that spans facilities, technology, procurement, and dining operations.
• Clarify roles, ownership, and service expectations between HUDS and campus partners to reduce friction and accelerate issue resolution.
• Represent HUDS on committees and working groups related to operations, technology, facilities planning, sustainability, and business process improvement.

Emergency Preparedness & Crisis Management

• Lead development, maintenance, and testing of HUDS emergency preparedness and business continuity plans in coordination with Campus Services, Environmental Health & Safety, and University emergency management.
• Establish clear roles, communication protocols, and decision-making frameworks for responding to incidents affecting dining operations (e.g., severe weather, public health emergencies, infrastructure failures, supply chain disruptions).
• Partner with senior leaders to ensure managers are trained on emergency procedures, contingency plans, and crisis communication expectations.
• Conduct after-action reviews following incidents, identify lessons learned, and integrate improvements into plans, SOPs, and training.
• Maintain readiness of critical systems, backups, and redundancies to support continuity of food service in emergencies.

Additional Information

• Standard Hours/Schedule: 40 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity, Education, Criminal, CORI, References, Drug Test
• Emergency Status Designation: Essential Personnel

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 060. 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.

Requirements

Basic Qualifications:

• Bachelor’s degree in Business, Operations, Hospitality Management, or a related field.
• 7–10+ years of progressively responsible leadership experience in operations, project management, business systems, or related functions.
• Experience managing a complex labor environment within a multi-stakeholder operational setting.
• Demonstrated success managing complex, multi-unit operational environments and leading cross-functional teams.
• Strong understanding of enterprise and operational technology systems (e.g., UKG/Kronos, POS/Transact, scheduling tools, production/menu systems).
• Proven ability to design, implement, and sustain structured processes, including documentation, SOPs, and governance frameworks.
• Exceptional communication, analytical, and relationship-building skills with the ability to influence across organizational levels and functions.
• Demonstrated ability to lead change, manage ambiguity, and drive results in a fast-paced environment.

Additional Qualifications and Skills:

• Experience in higher education, hospitality/dining services, or unionized environments.
• Certification or formal training in project or change management and/or process improvement (e.g., PMP, Lean, Six Sigma, Prosci).
• Familiarity with decentralized organizational structures and shared-services models.
• Commitment to sustainability, diversity, equity, and inclusion.
• Experience with Agentic AI solutions for hospitality.

Success Indicators:

• Clear ownership, governance, and documentation in place for key technologies, business processes, and facilities coordination.
• Reduced operational risk and single-point-of-failure dependence through cross-training and process standardization.
• Improved system reliability, automation, and data quality, resulting in more timely and informed operational decisions.
• Stronger and more consistent application of labor policies, with fewer escalations and improved manager capability in first-level issue resolution.
• Measurable gains in operational efficiency, service quality, and support for managers and frontline teams.
• Effective coordination and shared accountability across HUDS, FAS, Campus Services, HR, Procurement, HUIT, and other partners.
• Visible progress toward HUDS and Harvard sustainability and student experience goals, supported by transparent metrics and reporting.