Senior Operations Manager, Roads

Chrysalis Center•Los Angeles, CA

2d•Onsite

About The Position

The Senior Operations Manager for the Chrysalis Roads Program is responsible for the day to day operations of multiple work crew contracts to work alongside Caltrans doing maintenance on California State right-of-ways. Chrysalis Roads is a reentry transitional employment program for individuals returning from incarceration and/or on Parole or Probation. Working closely with both internal and cross-departmental staff, this position is both an operations role (managing customer relationships, supervising staff on the road, coordinating contract needs, etc.) and a programmatic / direct service role (providing on the job feedback, mentoring Roads Supervisors and client workers, developing and delivering training).

Requirements

Minimum 3 years in program delivery and/or customer service experience
Excellent organization and time management skills
Excellent verbal and written communication skills
Self-starter with “can do” attitude and takes initiative
Excellent problem solving and analytical thinking skills.
Excellent interpersonal skills, including the ability to coach/mentor client workers and staff
Must be able to relate to and work well with teammates, customers and Chrysalis’ client population
Demonstrated knowledge of best and compliant employment practices
Willingness to be on call 24/7 and work flexible hours depending on business needs, though typical hours are Monday – Friday, 6am – 3pm.
Ability to work simultaneously on multiple (often unrelated) projects
Computer literacy required – must be proficient in Internet research, Microsoft Office programs, G Suite, and be willing to learn other applications as needed; familiarity with Salesforce and HMIS (specifically ServicePoint) a plus
Access to a personal vehicle for use at work during all work shifts (will be reimbursed for mileage driven on company time)
Have a valid Class C California driver’s license and the ability to qualify for Chrysalis’ insurance
Willing to submit to regular and random drug screenings to maintain eligibility to drive company vehicles
Ability to push, pull, lift or throw up to 50 lbs. and work on feet throughout shift
Work in or outdoors, standing and walking, for long periods of time (up to full shift) in various weather conditions (heat, cold, rain, etc.) and uneven terrain, including slopes such as those along the side of the highway

Nice To Haves

Experience managing supervisory staff preferred

Responsibilities

Serve as the face of Chrysalis for and deliver consistently high levels of customer service to all customers and other stakeholders ensuring that we meet or exceed all contractual obligations
Proactively identify service issues in each crew’s operation before the customer brings it to the organization’s attention
Ensure customer property and supplies are well maintained and inventory is managed
Provide support in preparing service proposals for new business
Supervise a team of supervisory and operations staff, ensuring that all work is completed safely, accurately and on time
Support direct reports and other staff, both in the office and on the road, by spending a minimum of 60% of time per week with staff on the road
Oversee and manage fleet of vehicles (8+) and equipment
Work with colleagues to identify process improvements
Ensure safety of all workers and that work is performed in compliance with OSHA and Caltrans standards
Identify leadership potential and assist in developing training to build and maintain a pool of Lead workers.
Develop, codify and enforce policies, procedures and forms that are consistent with established standards
Ensure all timecards and invoices are submitted on time, are accurate, and fully completed
Manage vehicle, personnel and equipment schedules across multiple sites to ensure contractual obligations are fulfilled
Assist in placing clients and overseeing special projects as needed
Use discretion to consistently apply HR policies and guidelines
Work closely with staff to provide appropriate, timely and meaningful training, feedback, advice and mentorship to client workers
Ensure all client conversations are documented and communicate any concerns regarding performance/personal struggles immediately to the Roads team, respective Client Services staff, and HR
Assist with the de-escalation of situations that may arise in the office or at worksites with professionalism, tact, empathy, and respect
Balance the business needs of the social enterprise with the service needs of the clients
Coach and mentor staff on delivering feedback to standardize the delivery, quality, and frequency of worker feedback
Adhere to all company policies and procedures
Support the Chrysalis Mission and Vision and adhere to the Chrysalis Code of Ethics and Values
Act as liaison between Client Services and Chrysalis Enterprises
Other duties as assigned