$139,397 - $181,165 Annually (Based on years of experience)Presbyterian Living - Corporate| Full Time | Adminstration Department |8am-4pm|
Key Responsibilities- Develop and articulate a multi-year vision for resident experience and engagement that aligns with Presbyterian Living's mission, purpose, and strategic priorities.
- Define and evolve the Presbyterian Living hospitality philosophy and resident experience framework.
- Anticipate emerging resident expectations and consumer trends to ensure the organization remains innovative and competitive.
- Establish enterprise-wide hospitality and resident experience standards supported by policies, procedures, and implementation toolkits.
- Partner with Executive Directors, community leadership and residents (where applicable) to determine which service elements are considered Presbyterian Living standards and which may be tailored to reflect the identity of individual communities.
- Develop governance processes to monitor adherence to established standards and to measure results.
- Design and continuously improve the resident experience across key touchpoints, including onboarding, dining, wellness, life enrichment, communication, service recovery, and transitions in care.
- Ensure experiences support varying resident preferences related to lifestyle, wellness, spirituality, social engagement, nutrition, and longevity.
- Partner with Human Resources to develop position specific resident experience-focused onboarding, education, and ongoing training programs.
- Build organizational understanding of how every employee contributes to the resident experience.
- Collaborate with the Regional Director of Dining & Hospitality to ensure dining experiences reflect Presbyterian Living's hospitality standards and brand expectations.
- Partner with operational and functional leaders to embed resident experience principles into service delivery.
- Develop mechanisms to systematically gather resident feedback and insights.
- Ensure resident perspectives are incorporated into organizational decision-making and experience design.
- Monitor industry trends and identify opportunities to pilot new approaches that advance resident wellbeing and satisfaction.
- Establish and maintain resident experience metrics, dashboards, and scorecards.
- Monitor resident satisfaction trends and identify opportunities for improvement.
- Report findings and recommendations to executive leadership.
- Develop and manage an annual operating budget to support resident experience initiatives, training programs, and innovation efforts.
- Other duties assigned
Qualifications & Skills- Bachelor's degree required; Master's degree preferred.
- Minimum of 7 years of leadership experience in wellness, customer experience, senior living, healthcare, luxury service, or related fields.
- Demonstrated success developing and implementing service standards across multiple sites or business units.
- Experience leading through influence within matrixed organizations.
- Strong facilitation, communication, and change leadership skills.
- Proven ability to design training programs and drive culture change.
