Senior Operations Manager, Roads

Job Summary:

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).

Duties and Responsibilities to include but not limited to:

Account Management and Customer Service

• 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

Operational Effectiveness

• 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

Client Support and Guidance

• 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

Job Skills & Qualifications:

• Minimum 3 years in program delivery and/or customer service experience
• Bachelor's degree or equivalent experience required
• Experience managing supervisory staff preferred
• 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

FAIR CHANCE HIRING STATEMENT

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.