Operations Project Coordinator (Boston, MA)

• Oversee & coordinate operational programs related to the Longwood Collective Transportation program such as tracking maintenance progress by the vendor, vendor contract compliance for on time performance, and vendor contract staffing compliance by creating, updating and improving associated reports.
• Answer questions and respond to complaints via phone, email, and electronic ticketing system.
• Serve as an off-site Longwood Collective ambassador to problem solve, provide customer service, and collect data for the shuttle program.
• Process LMA Shuttle group ticket purchases.
• Conduct ad hoc shuttle tasks and projects under direction of Vice President of Operations and Senior Manager of Transportation.

• Provide contract management support to the Vice President of Operations by addressing first-line customer service issues, working with other departments to administer and oversee on-site programs and events, and helping support Vice President of Operations with more complex issues. 
• Assist in the oversight of a multi-facility elevator contract by monitoring reports, tracking vendor performance and response metrics, coordinating participant/vendor meetings, and serving as a contact for administrative issues.
• Facilitate weekly and monthly vendor meetings in order to ensure optimal contract compliance.
• Monitor building elevators dashboard and notify Vice President of Operations of any negative trends.
• Serve as the primary contact for elevator contract holiday schedule coverage.
• Maintain elevator records including preventative maintenance reports, contact information for all participants in the contract, copies of contracts, amendments, etc.
• Schedule and provide assistance with all participant elevator management meetings, quarterly elevator stewardship meetings and anything related to bids when conducted.
• Communicate critical information to building contacts.

• Provide support for the emergency preparedness and security program by assisting in the development and facilitation of analyses, exercises, and training and by participating in area-wide security tours.
• Ability to complete Incident Command System (ICS) 100 and 200 level trainings and maintain applicable first aid credentials as training occurs
• Attend all Emergency Preparedness and Security committee meetings, serve as back up for Emergency Preparedness staff and support all emergency preparedness and security activities and efforts.

• Serve as an off-site Longwood Collective ambassador to problem solve, provide customer service, and collect data for the on-site and off-site parking program.
• Conduct quality reviews of service and operations as necessary.    
• Provide customer service regarding inbound calls.
• Conduct ad hoc parking tasks and projects under direction of Vice President of Operations.

• Create, edit, and print reports, presentations, and other documents, including updating Operations’ sections of website when appropriate. 
• Coordinate procedural manual updates for all operational areas.
• Support Operations department with administrative support and project coordination.
• Conduct assessments of operational areas by reporting and tracking findings and trends for service improvements.
• Assist in the coverage of “General Longwood Collective” mailbox inquiries.
• Coordinate, schedule, attend and record minutes for departmental and external committee meetings.
• Coordinate with internal and external stakeholders.
• Perform other duties and special projects as assigned.
• Maintain regular attendance.

• Bachelor’s degree or equivalent work experience.
• Minimum one year of customer service and/or office-based administrative experience. Prior experience within the transportation sector a plus.
• Ability to complete ICS 100/200/700 certification within the first year of employment.
• 3-4x/year stand continuously outdoors for several hours and get on and off buses.
• Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint, and Outlook. Google Maps and video playback tools proficiency a plus.  Experience with Google Maps, POWER BI, Tableau, video playback tool software, and learning web editing software preferred.
• Excellent verbal and written communication skills with the ability to present clear, concise, and timely communications through multiple methods.
• Professional customer service and interpersonal style; ability to interact and work with a diverse range of people; independently and as a part of the team.
• Strong proactive organizational skills, including the ability to make decisions about how to prioritize, organize own work and problem solve.
• Comfort level with ‘managing up’ regarding scheduling and other pertinent areas.
• Exhibit a ‘can-do’ attitude and flexible work style approach.  Patience and flexibility to meet demands of constantly changing priorities while ensuring a strong attention to detail.
• Ability and willingness to maintain confidentiality at every level.

This is a full time position