Senior Operations Manager, Works - Chrysalis Center Inc

Job Summary:

The Senior Operations Manager, Works is responsible for day to day operations, including customer and budget responsibilities, of a $6+M social enterprise and largest professional Business Improvement District (BID) street maintenance business in Southern California. Working closely with staff within Chrysalis Enterprises as well as staff within Client Services (e.g., employment specialists), this position has an operations role (representing Chrysalis at customer meetings, managing office and contract staff, arranging coverage for contract staff, etc.) to meet business objectives, and a programmatic / direct service role (providing on the job feedback, mentoring Supervisors and workers, developing and delivering training) to meet programmatic objectives.

Duties and Responsibilities to include but not limited to:

Account Management and Customer Service

• Deliver consistently high levels of customer service to all customers, business owners, and other stakeholders ensuring that we meet or exceed all contractual obligations.
• Proactively identify service issues in each District before the customer brings it to the organization’s attention
• Provide support in preparing service proposals for new business.
• Develop customer billing rates and budgets in line with departmental objectives and business needs.
• Maintain records of executed contracts and ensure customers are billed accurately.

Operational Effectiveness

• Manage multiple street maintenance contracts.
• Work with colleagues to identify process improvements.
• Ensure safety of all workers and that work is performed in compliance with OSHA and best practice standards.
• Build-up and maintain a pool of lead workers.
• Develop and enforce policies and procedures for Chrysalis Works that is consistent with established company standards.
• Manage machine, personnel, and equipment schedules across multiple contracts to ensure contractual obligations are fulfilled.
• Assist in placing clients and overseeing special projects as needed.

Client Support & Guidance

• Use discretion to consistently apply HR policies and guidelines.
• Work closely with Contract Supervisors to provide appropriate, timely and meaningful feedback, advice, and mentorship to client workers.
• Document all client conversations and communicate any concerns regarding performance/personal struggles immediately to Employment Specialist/Site Director, and HR as necessary.
• Balance the business needs of the social enterprise with the service needs of the clients.

Team Management

• Manage multiple direct reports by providing continued support and oversight of their respective job duties and guidance on professional development through regular feedback and identification of continued growth opportunities.
• Maintain a culture of engagement, innovation, support, transparency, and accountability amongst staff.

Job Skills & Qualifications

• Interest in, experience working with, and sensitivity toward the Chrysalis client population, including the re-entry community.
• 1+ years of management experience.
• Employment Social Enterprise leadership experience, a plus.
• 2+ years in program delivery and/or customer service experience.
• Excellent interpersonal skills, including the ability to coach/mentor staff and clients.
• Exceptional customer service skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
• Advanced written and verbal communication, organization, and time management skills.
• Ability to solve challenging operational problems and make timely decisions, often under pressure with tight and competing deadlines.
• Understanding of and ability to use software applications such as Microsoft Suite and Google Suite. Previous experience with case management software a plus.
• Thrive in high paced, demanding environment.
• Willingness to be on call 24/7 and work flexible hours depending on business needs.

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.