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The Chrysalis Center

Assistant Vice President, Program Operations

Employment type
about 2 months ago
Los Angeles

The Assistant Vice President, Program Operations (AVP) leads a growing staff across multiple Chrysalis centers and programs providing clients with the resources and skills they need to get ready for, find, and keep a job. The AVP will work closely with the VP, Program Operations to maintain a consistently high standard of program delivery and outstanding client and staff experience across all sites. The AVP will oversee multiple Chrysalis programs currently including Downtown, DOORS, SECTOR, and Breaking Barriers; leading, training, and supporting staff to achieve program outcomes and working closely to ensure collaboration with all Chrysalis departments and external partners. [DOORS, SECTOR, and Breaking Barriers are all programs serving re-entry clients.]

Duties and Responsibilities include but are not limited to:

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives

  • Provide effective internal leadership of programs and stewardship of resources.
  • Align staff and resources to efficiently and effectively achieve programmatic objectives and outcomes.
  • Support development of program policies, protocols, handbooks, and forms for all program components.
  • Work closely with external partners and funders to ensure contractual obligations are fulfilled, clients are receiving a quality experience, and there are shared/agreed upon goals and outcomes in place.
  • Take a leadership role in migration to a new case management database.
  • Participate in organization-wide working groups, ensuring that the perspective of all staff members and programs is represented and considered.
  • In conjunction with the Senior Leadership and other AVP, develop annual outcome goals, budget and ensure staff meets or exceeds outcome targets.
  • Assist in the development and monitoring of program reports, evaluations, and other data collection (quantitative & qualitative).
  • Work collaboratively with other departments, including:
    • Chrysalis Enterprises to ensure grant requirements are met and program delivery to the clients is consistent and seamless between the two departments.
    • Development & Communications to respond to and comply with grants, identify and secure clients to be profiled/featured in publications and events, etc. 
    • External Relations to identify resources for clients and promote Chrysalis services to new clients, including representing Chrysalis at community meetings


Train, Mentor & Manage Staff to Deliver Exceptional Service to Clients and Colleagues

  • Maintain a culture of performance management and continuous improvement, helping staff focus on both their individual clients as well as the site and agency’s overall goals.
  • Develop annual program plans and goals – including objectives, strategies, and specific targets.
  • Monitor client databases and other performance tracking tools, working closely with the Director of Program Data.
  • Develop and foster a culture of engagement, innovation, support, transparency, and accountability.
  • Work closely with full Client Services management, including mentoring other AVP and Site Directors, to deliver best-in-class staff meetings and trainings, in addition to consistent application of processes and programming.
  • Develop comprehensive annual training program plan in collaboration with HR/training department to include case conferences, Client Services team trainings, and organization-wide initiative content.
  • Manage staff to maintain an electronic case management database (ServicePoint/Salesforce), updated in accurate and timely manner.
  • Support staff in addressing client grievances in a timely manner.


Contribute to Organization and Sector as Agency Leader

  • Play a leadership role in organization-wide Diversity, Equity, and Inclusion efforts.
  • Promote culture of collaboration and initiative supporting a positive work experience for all employees.
  • Identify opportunities and proactively provide suggestions to refine and improve all aspects of program delivery, including those in support of goals outlined in the Chrysalis 5-Year Strategic Plan.
  • Work closely with the Board of Directors and Program Committee, preparing quarterly reports and presenting department and program-specific updates.
  • Deliver presentations on Chrysalis to a variety of stakeholders, both as part of Chrysalis site visits and broader community meetings.
  • Oversee delivery of contractor programming, including on-site counseling and legal aid partners.
  • Provide tours of centers and represents Chrysalis to stakeholders.  Build and maintain relationships with various partner agencies and service providers.
  • Assist in the recruitment, training, and support of volunteers, including providing support during Corporate Day of Service Events and Special Events.


General Duties

  • Manage facilities in partnership with administrative staff.
  • Adhere to all Chrysalis policies and procedures.
  • Support the Chrysalis Mission, Vision, and Values.
  • Other duties as assigned.


Job Skills & Qualifications:

  • Interest in, experience working with, and sensitivity toward the Chrysalis client population, including the re-entry community.
  • Minimum 5 years in program delivery or equivalent experience with increasing management experience, including funder/grant management experience.
  • Bilingual (English & Spanish) a plus.
  • Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.
  • Exceptional customer service and interpersonal skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
  • Ability and willingness to work occasional evenings and weekends.
  • Facility for data and statistics, including comfort with spreadsheets and database programs.
  • High level of proficiency in software applications including, Microsoft Office Suite, Internet, and Google programs required. Previous experience in case management database program(s) preferred. Willingness to learn new computer applications.
  • Car with valid driver license and insurance required.
  • Excellent written, 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.
  • Thrive in high-paced environment.
To apply

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