Job Summary:
The Operations Manager for the Chrysalis Enterprises Works Program is responsible for many of the day-to-day operations of a $9+M social enterprise and largest professional Business Improvement District (BID) street maintenance business in Southern California. This position is both an operations role (managing contract-level staff, delivering on various contract needs, including the coordination of supervisor and vehicle coverage, etc.) and a programmatic role (providing on-the-job feedback, mentoring Works Supervisors and client workers, etc.). This position works closely with staff in all departments of Chrysalis, especially Client Services (e.g., client case managers).
Duties and Responsibilities to include but not limited to:
- Account Management and Customer Service
- Serve as a face of Chrysalis Enterprises for our customers, district business owners, and other stakeholders by delivering consistently high levels of customer service.
- Work closely with the Senior Operations Managers and contract-level staff to identify and solve for service issues in each district.
- Coordinate the use of shared equipment between different contracts (i.e. vehicles, pressure washers).
- Arrange for contract-level supervisor coverage at all contracts.
- Operational Effectiveness
- Manage a variety of Chrysalis Enterprises office staff and contract-level Supervisors.
- Oversee and co-manage fleet of vehicles (16+) and equipment, including pressure washers.
- 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.
- Identify leadership potential and develop training to build and maintain a pool of lead workers.
- Develop and enforce policies and procedures within Works that are consistent with established CE standards.
- Ensure all timecards are submitted on time, are accurate, and fully completed.
- Assist in placing Works transitional clients and overseeing special projects as needed.
- Client Support and Guidance
- Use discretion to consistently apply HR policies and guidelines.
- Work closely with Works contract-level 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 respective Client Services and to HR staff.
- Balance the business needs of the social enterprise with the service needs of the clients.
- Adhere to all Chrysalis Enterprises policies and procedures.
- Support the Chrysalis Mission and adhere to the Chrysalis Code of Ethics.
- Other duties as assigned.
Job Skills & Qualifications:
- Minimum 1 year in program delivery, administrative duties, 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.
- 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, depending on business needs.
- Ability to work simultaneously on multiple (often unrelated) projects.
- Computer literacy required. Must be proficient in Internet research, Microsoft Office programs and be willing to learn other applications as needed.
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.