Director of Claims Operations overseeing Accident Benefits to drive growth and customer service at Intact. Collaborating with executives and managing team resources for effective delivery.
About the role
- Vice President of Senior Living Operations overseeing strategic objectives and operational excellence across luxury senior living communities in multiple states.
Responsibilities
- Oversee the execution of key business and strategic objectives, including occupancy growth, profitability, regulatory compliance, and achievement of operational standards.
- Collaborate with regional and community leadership to ensure alignment with Experience Senior Living's mission, vision, and values, enhancing resident, family, and employee engagement.
- Adapt portfolio management to reflect the needs of the company, adjusting for factors such as geographic location, operating status (stabilized vs. lease-up), and ownership structure.
- Manage communities in adherence to state regulations, company policy, and operational standards, ensuring compliance with regulatory requirements and timely response to licensing visits.
- Work closely with the Vice President of Quality to implement corrective action plans as needed.
- Drive operational excellence through best practices, fostering an environment of continuous improvement and accountability.
- Develop, monitor, and oversee financial objectives within the assigned communities, including occupancy and rate growth, labor expenses, and capital expenditures.
- Collaborate with community leadership to control costs, optimize resources, and achieve financial targets.
- Prepare regular operations reports for the Chief Operating Officer, ensuring transparency and progress toward financial and operational goals.
- Champion a culture of hospitality and exceptional customer service across communities, focusing on resident and family satisfaction.
- Partner with Divisional People Business Partner to drive key engagement and satisfaction metrics, aiming for high resident, family, and employee loyalty within the portfolio.
- Respond to escalated concerns and inquiries with empathy, professionalism, and prompt action.
- Participate in the interview, selection, training, management, and mentorship of community leadership teams, developing future leaders and promoting consistent management practices.
- Provide on-site support during leadership transitions and periods of operational challenge, fostering stability and continuity.
- Mentor Executive Directors, guiding them to align community operations with company objectives and instill a culture of excellence and innovation.
- Work collaboratively with divisional team members, including Sales, People, Marketing, Health and Wellness, and Facilities, to achieve positive outcomes within the assigned communities.
- Lead efforts to enhance community occupancy, engagement, and operational effectiveness, ensuring alignment with sales strategies and market positioning.
- Act as a liaison with cross-functional teams to ensure coordinated service deliver and community success.
Requirements
- Education: Bachelor's degree in Business, Healthcare Administration, Hospitality, or related field required; advanced degree preferred
- Experience: 10+ years in a senior leadership role within senior living operations, with experience managing multi-site, multi-state portfolios and driving operational standards. Experience supporting new development and pre-operations is required.
- Skills: Proved financial acumen, strategic thinking, and experience in occupancy and rate management. Strong interpersonal and leadership skills, with an ability to inspire and develop high-performing teams
- Knowledge: Familiarity with senior living regulations, best practices, and resident-centered service models, including assisted living, memory care, and independent living.
- Travel: Willingness to travel greater than 70%
Benefits
- We offer a full benefits package that includes medical, dental, vision, STD/LTD, life and voluntary life, 401k with employer matching, paid holidays, and up to 20 days PTO in the first three years.
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