Operations Manager

Job Summary

The Operations Manager is responsible for overseeing and optimizing day-to-day program operations across Urban Social Services and Advocacy (USSA) programs, including Emergency Housing, Recuperative Care, Sober Living, and Medi-Cal Community Supports. This role ensures operational efficiency, regulatory compliance, quality service delivery, and alignment with organizational strategic goals.

The Operations Manager will lead cross-functional teams, manage performance metrics, oversee workflows and policies, and ensure programs operate in accordance with contract requirements, including DHCS, Medi-Cal, and County guidelines. This position plays a critical role in maintaining audit readiness, improving outcomes, and supporting program growth and sustainability.

The Operations Manager ensures all services are delivered in a culturally responsive and client-centered manner consistent with USSA’s mission and values.

Reports to

Executive Director

Essential Duties and Responsibilities

Program & Operational Oversight

• Oversees daily operations across all USSA programs and service lines.
• Ensures programs are operating efficiently, safely, and in compliance with all contractual and regulatory requirements.
• Supervises program staff and interdisciplinary teams across multiple sites.
• Develops and maintains staffing plans to ensure appropriate coverage at all times.

Strategic Planning & Execution

• Implements operational strategies, program roadmaps, and performance goals aligned with organizational objectives.
• Supports new program development and scaling of existing services.

Quality Assurance & Compliance

• Ensures compliance with DHCS, Medi-Cal, CalAIM, and County contract requirements.
• Maintains audit readiness and leads responses to internal and external audits.
• Oversees documentation standards and ensures accuracy across all platforms and systems.
• Monitors program performance to ensure adherence to quality metrics and service standards.

Performance Monitoring & Reporting

• Reviews and analyzes program data, including enrollment, engagement, retention, and outcomes.
• Tracks key performance indicators (KPIs) and implements corrective actions as needed.
• Prepares and delivers regular reports to executive leadership.

Policy, Workflow & Process Improvement

• Develops, implements, and refines policies, procedures, and standard operating workflows.
• Identifies operational inefficiencies and implements process improvements.
• Ensures systems and templates effectively capture required data and support compliance.

Staff Leadership & Development

• Provides supervision, coaching, and leadership to program staff and supervisors.
• Conducts regular one-on-one meetings, performance evaluations, and corrective actions as needed.
• Oversees onboarding and ongoing staff training to ensure competency and compliance.
• Fosters a collaborative, accountable, and mission-driven work environment.

Risk Management & Problem Resolution

• Identifies operational risks and develops mitigation strategies.
• Responds to critical incidents and ensures appropriate follow-up and documentation.
• Ensures safety protocols and procedures are consistently followed.

Other Duties

• Performs other related duties as assigned.

Qualifications and Skills

Education

• Bachelor’s degree in a related field preferred (or equivalent relevant experience).

Experience

• Minimum of 5 years of leadership or supervisory experience.
• Proven experience managing complex programs and multi-site operations.
• Experience working with Medi-Cal, CalAIM programs, or managed care populations preferred.
• Strong knowledge of ECM, Community Supports, or similar service models preferred.

Knowledge, Skills, and Abilities

• Strong understanding of Medi-Cal, DHCS, and County contract requirements.
• Experience with quality metrics, performance reporting, and data analysis.
• Excellent leadership, organizational, and strategic planning skills.
• Strong problem-solving and decision-making abilities.
• Exceptional written and verbal communication skills.
• Ability to build and lead multidisciplinary teams.
• Proficiency in electronic documentation systems and reporting platforms.

Working Conditions

• Primarily location-based with regular on-site program oversight.
• Local travel required for site visits, meetings, and partner coordination.
• Will require evening or weekend availability depending on program needs.

Job Type

Full-time

Pay: $1.00 - $2.00 per year

Experience:

• Management: 2 years (Preferred)

Ability to Commute:

• Gardena, CA 90247 (Required)

Work Location: In person