Senior Operations Manager, Roads

Job Description

Apply (by clicking the relevant button) after checking through all the related job information below. Job Description 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 timeSupport 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 roadOversee and manage fleet of vehicles (8+) and equipmentWork with colleagues to identify process improvementsEnsure safety of all workers and that work is performed in compliance with OSHA and Caltrans standardsIdentify 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 standardsEnsure all timecards and invoices are submitted on time, are accurate, and fully completedManage vehicle, personnel and equipment schedules across multiple sites to ensure contractual obligations are fulfilledAssist in placing clients and overseeing special projects as needed

Client Support and Guidance Use discretion to consistently apply HR policies and guidelinesWork closely with staff to provide appropriate, timely and meaningful training, feedback, advice and mentorship to client workersEnsure all client conversations are documented and communicate any concerns regarding performance / personal struggles immediately to the Roads team, respective Client Services staff, and HRAssist with the de-escalation of situations that may arise in the office or at worksites with professionalism, tact, empathy, and respectBalance the business needs of the social enterprise with the service needs of the clientsCoach and mentor staff on delivering feedback to standardize the delivery, quality, and frequency of worker feedbackAdhere to all company policies and proceduresSupport the Chrysalis Mission and Vision and adhere to the Chrysalis Code of Ethics and ValuesAct as liaison between Client Services and Chrysalis EnterprisesOther duties as assigned

Job Skills & Qualifications : Minimum 3 years in program delivery and / or customer service experienceExperience managing supervisory staff preferredExcellent organization and time management skillsExcellent verbal and written communication skillsSelf-starter with “can do” attitude and takes initiativeExcellent problem solving and analytical thinking skills.Excellent interpersonal skills, including the ability to coach / mentor client workers and staffMust be able to relate to and work well with teammates, customers and Chrysalis’ client populationDemonstrated knowledge of best and compliant employment practicesWillingness 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) projectsComputer 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 plusAccess 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’ insuranceWilling to submit to regular and random drug screenings to maintain eligibility to drive company vehiclesAbility to push, pull, lift or throw up to 50 lbs. and work on feet throughout shiftWork 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.

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