Job description
DIRECTOR OF RESIDENT SERVICES
For over 35 years, North Hill, a not-for-profit senior living community located in Needham, Massachusetts, has provided vibrant living opportunities to people 65+ by offering a host of hospitality, wellness and health care services.The Director of Resident Services serves on the Senior Leadership Team and provides day-to-day oversight of various operational and assigned area(s) in accordance with North Hill policies. She/he is accountable for overall Independent Living operations and oversees campus-wide Dining Services, PurposeFULL Living, Guest Services and Security, Social Services in Crescent Heights and is responsible for other collateral duties as assigned.
Under the supervision of the Executive Director, the Director of Resident Services works with all levels of leadership/front-line Team Members and closely collaborates with Residents to carry out North Hill’s vision and goals. She/he plans innovates, executes, and evaluates practices for delivering superlative Resident services and a superior Resident experience while maintaining and monitoring control standards. Serves as the Executive Director in her/his absence for assigned areas of responsibility.
JOB SPECIFIC DUTIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- In partnership with the Executive Director, oversee the overall day-to-day operations of Crescent Heights independent living as well as campus-wide Dining Services, PurposeFULL Living, Guest Services and Security.
- Develop and operationalize various cross-campus strategic initiatives while maintaining open channels of communication among interdisciplinary functions in order to provide optimal Resident services.
- Serve on the Strategic Plan Oversight Committee in the role of Strategic Plan Project Manager.
- Develop, coach, mentor and hold accountable a high performance Resident Services team focused on delivering outstanding results in all areas of responsibility, establishing performance goals and measures to evaluate success.
- Continuously enhance and expand North Hill’s portfolio of service offerings through program redesign, introduction of new technology/innovation, creative partnerships and affiliations and continuous quality improvement.
- In coordination with departmental leaders, oversee the planning and development of operating and capital budgets.
- Accountable for the operational excellence of all aspects of service excellence, including customer service, team member satisfaction, financial performance, regulatory/quality assurance and education/training.
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Regularly interface with applicable Resident Committees and Committee Chairs. Maintains regular visibility throughout, particularly areas of specific responsibility.
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Collaborate with Sales & Marketing to plan and execute events/programs that involve various Resident Services departments.
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Provide updates and conduct presentations at Board of Trustee governance committee meetings and various Resident communication forums, as assigned.
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Collaborate with the Human Resources and healthcare department teams to ensure training and education programs that support the highest standards of service excellence and regulatory compliance.
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Oversee and support departmental leadership in the maintenance of policies and procedures that govern the various areas of Resident services.
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Ensure each Resident Services department is attracting, recruiting, developing and retaining top-notch talent.
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Ensure fiscal compliance through accountability and corrective action plans.
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Maintain current knowledge of applicable licensing requirements, laws, regulations and current senior living trends.
Required Education and Experience
1. Bachelor’s degree in business administration, health management or similar.
2. Minimum of 8-10 years of progressive senior management responsibility working in a CCRC or senior living organization.
Preferred Education and Experience
1. Master’s degree in business administration.
2. Proven senior leadership experience across multiple departments.
3. Direct experience in developing and executing both strategic and tactical initiatives.
North Hill offers:
Health & Dental Benefits
401K with company match
Career Development Training
Tuition Reimbursement
Employee Referral Program
Healthcare Academy Training
Free meals
Free on-site fitness center
Free parking
North Hill is committed to providing equal opportunity for employment and advancement to all team members and potential team members. North Hill does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/ or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations.
Health & Dental Benefits
401K with company match
Career Development Training
Tuition Reimbursement
Employee Referral Program
Healthcare Academy Training
Free meals
Free on-site fitness center
Free parking
North Hill is committed to providing equal opportunity for employment and advancement to all team members and potential team members. North Hill does not discriminate in employment on the basis of race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/ or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations.
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