Corporate Operations Specialist Position Summary
This position reports to the COO and partners with VPs of Operations, Executive Directors, and Pillar Leaders to establish standards, practices, policies, and expectations for delivering a consistent, benchmark resident and employee experience. The intent is to gather feedback and information on what’s working and not, within and across the communities, to establish best practices and common approaches for driving improvement in efficiencies and effectiveness. May be assigned to a residence during a management vacancy, start up, or acquisition. Partner with leaders and experts to drive change and project management of key initiatives. Functions in multiple roles to include coaching, ensuring quality standards, training, and regulatory matters as needed. Key measures of success include community and regional NOI, resident satisfaction, employee engagement / retention, and move-ins and outs.
Education and Requirements :
- Bachelor’s Degree required; Master’s Degree preferred. Targeted disciplines include healthcare management and / or geriatrics, hotel / property management and finance / general business
- 5 to 7-year minimum experience in business management showing increasing responsibility and experience troubleshooting problems, seeking creative solutions, and supervising multiple disciplines on multiple projects
- Strong financial and technical acumen
- Excellent written and verbal communication skills
- Strong passion, empathy and compassion for older adults, employees, and family members
- Proven focus on continuous improvement and strategic problem solving
Essential Responsibilities and Duties :
Community and Resident Experience Assessment and Improvement
Conducts research and benchmarking on BIC community operations and resident experiencesUses strong analytic skills and an in-depth understanding of the organization to anticipate issues related to the community operations and resident experienceAddresses problems and process gaps in a pro-active, solutions oriented mannerMakes recommendations regarding overall business improvement and function of communityAssesses technology platforms and coordinates efforts with the VP of Systems and Processes to implement updates to improve performanceKey Process Leadership
Updates Operations Playbook defining execution of brand promise focusing on a streamlined approach to how our pillar disciplines – life enrichment, hospitality, clinical, and facilities management – impact our resident experienceEstablishes and leads processes for implementation of Operations Playbook at the communityUploads all updated playbooks and policies on the Company intranet for easy access and referenceWorks with the real estate development team to create a blueprint for BIC building design, amenities, etc. based on competitive dataLeads Innovation Team to address all stakeholder needs / expectations to seek out and recommend new innovations and ways to improve operationsDevelops the resident satisfaction survey, reports, and action planning with community leadersWorks to resolve reoccurring thematic issues identified by residents and / or their family membersDrives consistency in roles and responsibilities of key positions within the communitiesReporting
Provides site visit summaries for all stakeholders including recommendations for improvementCreates and implements progress reports of playbook implementation and ongoing brand promise complianceCollaborates with COO, Asset Management, and Senior Controller on KPI business reporting packageReviews regulatory standards and communicates updates / requirements as needed.Training & Coaching
Assesses the training needs for community staff by department and ensures training is available and or provides training as neededCoaches EDs to be good stewards of their respective finances, share best practices, and tips for improvementResearches root causes for budget discrepancies and variances to address issues and implement improvements across the communitiesProvides feedback and coaching to department directors regarding employee performanceAssists in the retention of qualified staff and in the development and maintenance of a positive and supportive team atmosphereAudits / Site Visits
Acts as ED on a temporary basis within a residence during a management vacancy, start up, or acquisitionConducts regularly scheduled on-site check ins with community teams to obtain feedback on operational best practices and opportunities for improvement - discuss individual community findings with VPO, portfolio / community trends with COOEnsures first impression standards are adhered to by conducting reviews / auditsCompany Overview
American House Senior Living Communities
Founded in 1979, American House Senior Living Communities’ vision is to provide high-quality housing for senior at a price affordable for retirees and their families. That vision of excellence has endured for nearly 40 years and expanded to serve residents at a number of senior housing communities. Our mission is to enrich the lives of those we serve, providing an environment that fosters meaningful relationships. Our vision is to be an innovative senior housing company that created sustainable excellence and stakeholder value, with an unparalleled commitment to passionate care provided by compassionate people.
