Senior Operations Manager, Roads

About the Role

The Senior Operations Manager for the Chrysalis Roads Program oversees the day-to-day operations of multiple work crew contracts, collaborating with Caltrans to maintain California State right-of-ways. Chrysalis Roads is a reentry transitional employment program for individuals returning from incarceration and/or on Parole or Probation. This role blends operations (managing customer relationships, supervising staff, coordinating contracts) with programmatic duties (mentoring supervisors and client workers, delivering training, and providing on-the-job feedback).

Responsibilities

• Account Management and Customer Service
  • Serve as the face of Chrysalis, delivering high levels of customer service to meet or exceed contractual obligations.
  • Proactively identify and resolve service issues before customers escalate them.
  • Maintain customer property, supplies, and inventory.
  • Support preparation of service proposals for new business.
• Operational Effectiveness
  • Supervise supervisory and operations staff to ensure safe, accurate, and timely completion of work.
  • Spend at least 60% of weekly time on-site with staff to provide support.
  • Oversee and manage a fleet of 8+ vehicles and equipment.
  • Identify process improvements and ensure compliance with OSHA and Caltrans standards.
  • Develop training to build and maintain a pool of Lead workers.
  • Codify and enforce policies, procedures, and forms consistent with established standards.
  • Ensure timely, accurate submission of timecards and invoices.
  • Manage vehicle, personnel, and equipment schedules across multiple sites to fulfill contractual obligations.
  • Assist in placing clients and overseeing special projects as needed.
• Client Support and Guidance
  • Apply HR policies and guidelines with discretion.
  • Provide timely training, feedback, advice, and mentorship to client workers.
  • Document all client conversations and communicate performance or personal concerns to the Roads team, Client Services, and HR.
  • De-escalate situations professionally, tactfully, and empathetically.
  • Balance business needs with the service needs of clients.
  • Coach and mentor staff on delivering standardized, high-quality feedback.
  • Adhere to company policies, mission, vision, and code of ethics.
  • Act as a liaison between Client Services and Chrysalis Enterprises.
• Perform other duties as assigned.

Requirements

• Minimum 3 years in program delivery and/or customer service experience.
• Experience managing supervisory staff preferred.
• Excellent organization, time management, verbal, and written communication skills.
• Self-starter with a "can-do" attitude and strong initiative.
• Excellent problem-solving and analytical thinking skills.
• Strong interpersonal skills, including the ability to coach/mentor client workers and staff.
• Ability 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 (typical schedule: Monday–Friday, 6am–3pm).
• Ability to work simultaneously on multiple, often unrelated, projects.
• Computer literacy: proficient in Internet research, Microsoft Office, G Suite; familiarity with Salesforce and HMIS (ServicePoint) a plus.
• Access to a personal vehicle for work use (mileage reimbursed).
• Valid Class C California driver’s license and ability to qualify for Chrysalis’ insurance.
• Willingness 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 for full shifts.
• Ability to work outdoors in various weather conditions (heat, cold, rain) and on uneven terrain, including highway slopes.