Vice President of Operations

General Statement of Duties

The Vice President of Operations provides enterprise leadership for the operational performance of Heritage Pointe Communities. Reporting to the Chief Executive Officer and serving on the Executive Team, this position translates organizational strategy into consistent, resident-centered execution across all communities and levels of service. The VP of Operations leads and supports Executive Directors, strengthens accountability and operational systems, and partners with clinical, financial, human resources, sales and marketing, and other executive leaders to advance quality, workforce stability, occupancy, financial sustainability, regulatory readiness, and resident and employee experience.

Essential Job Functions

• Translate organizational strategy into clear operating priorities, standards, annual plans, and measurable goals across all communities and service lines.
• Direct and evaluate community operations through regular site presence, structured operating reviews, performance dashboards, and timely follow-through on identified risks and commitments.
• Standardize effective practices while allowing appropriate community level decision making, ensuring that roles, decision rights, policies, and escalation pathways are understood and consistently applied.
• Lead, coach, and hold Executive Directors accountable for operational results, leadership effectiveness, collaboration, regulatory readiness, workforce performance, and resident and family experience.
• Establish clear expectations, provide candid and timely feedback, and ensure performance concerns are documented and addressed through consistent performance management and succession planning processes.
• Build leadership capability and organizational bench strength by identifying talent, supporting development plans, and preparing leaders for expanded or interim responsibilities.
• Ensure operations reflect resident rights, choice, dignity, safety, and person-centered service across independent living, assisted living, memory care, rehabilitation, and skilled nursing settings.
• Use resident, family, and employee feedback, service data, and complaint trends to identify systemic opportunities and drive timely, sustainable improvements.
• Promote a hospitality-minded culture in which leaders are visible, responsive, and accountable for service recovery, communication, and the overall community experience.
• Partner with the Vice President of Clinical Services and community leaders to integrate operational and clinical quality priorities, support QAPI, and ensure correction actions are resourced, implemented, monitored, and sustained.
• Maintain operational readiness for surveys, audits, licensure requirements, emergency events, and other high-risk situations; escalate material concerns promptly to CEO and appropriate executive partners.
• Strengthen systems for safety, infection prevention, emergency preparedness, incident response, contract oversight, physical plant reliability, and enterprise risk reduction within the position's authority.
• Partner with the CFO, Executive Directors, and department leaders to develop and manage operating budgets, labor plans, capital priorities, and productivity expectations aligned with resident needs and strategic goals.
• Monitor financial and operational indicators-including occupancy, revenue, labor, agency use, overtime, expenses, service utilization, and margins and lead corrective action when performance varies from plan.
• Evaluate staffing models, vendors, contracts, workflows, and resource requests for operational needs, effectiveness, consistency, and return on investment before recommending or approving changes within delegated authority.
• Partner with the Vice President of Human Resources and community leaders to improve recruitment, retention, engagement, attendance, performance accountability, leadership practices, and workforce planning.
• Model collaborative executive leadership and reinforce that operational leaders own communication, employee relations, documentation, and policy execution in partnership with Human Resources and other support functions.
• Create an environment where employees can raise concerns, identify risks, and suggest improvements without fear of retaliation, while maintaining clear standards and consistent accountability.
• Use reliable data, benchmarking, and structured problem-solving to identify root causes, prioritize improvement work, and verify that changes produce measurable and sustained results.
• Champion effective use of operational technology, reporting systems, and standardized workflows that improve visibility, efficiency, compliance, communication, and decision-making.
• Support strategic growth, affiliations, service expansion, renovations, transitions, and other enterprise initiatives by assessing operational feasibility, leading implementation, and monitoring post-launch performance.

Values and Leadership Expectations

The Vice President of Operations is expected to model the organization's values through visible leadership and daily decision-making:

• Grace: Leads with humility, patience, fairness, and professionalism, particularly during challenging operational, personnel, or high-risk situations.
• Compassion: Keeps the needs and experiences of residents, families, and employees central to operational decisions and organizational priorities.
• Respect: Protects individual dignity, values diverse perspectives, communicates directly and thoughtfully, and holds others accountable with consistency.

This position also demonstrates integrity, sound judgment, collaboration, transparency, accountability, business acumen, and an unwavering commitment to operational excellence. As an Executive Team member, the Vice President of Operations is expected to create clarity and consistency, listen to and develop people, address difficult issues directly, support collection decisions, and place organizational interests above functional or community-specific interests.

Job Qualifications

1. Bachelor's degree in business administration, health care administration, long-term care administration, operations management, or a related field; equivalent executive-level experience may be considered.
2. Master's degree in business administration, health care administration, organizational leadership, or a related field, preferred.
3. Current or prior Health Facility Administrator, Nursing Home Administrator, or comparable senior-living licensure or certification.
4. At least seven (7) years of progressively responsible leadership experience in senior living, long-term care, health care, hospitality, or a similarly complex service environment, including significant multi-site or enterprise operational responsibility.
5. Demonstrated success leading leaders, improving operational and financial performance, implementing organizational changes, and building accountability across functions or locations.
6. Working knowledge of senior-living operations, resident rights, workforce management, budgeting, quality improvement, safety, and applicable federal and state regulatory expectations.
7. Ability to interpret financial, labor, occupancy, quality, and service data; make sound decisions under pressure; communicate clearly; and manage competing enterprise priorities.
8. Valid driver's license and ability to travel regularly among communities and to other business locations as required.

Work Schedule and Availability

This executive leadership role requires flexibility to support a 24-hour senior living operation and multiple communities. The Vice President of Operations may be required to work or respond outside of the regular business schedule, including occasional early mornings, evenings, nights, weekends, and holidays, based on organizational needs. The position must remain available for consultation and response during urgent or emergency situations, significant operational disruptions, surveys, regulatory matters, leadership transitions, or other high-risk events requiring executive involvement. Regular travel among Heritage Pointe Communities and occasional travel to other business locations is required.

Physical Requirements

The physical requirements described below represent those typically required to perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, unless doing so would create undue hardship or direct threat under applicable law.

• Frequently communicates, observes, reads, writes, uses a computer and standard office technology, and participates in meetings; regularly alternates among sitting, standing, and walking and moves throughout community environments during site visits.
• Occasionally bends, stoops, reaches, climbs stairs, pushes or pulls office equipment or supplies, and lifts or carries files, office supplies, or similar materials weighing up to 25 pounds.
• Works primarily in office, meeting, and community settings, with regular travel among Heritage Pointe Communities and occasional exposure during site visits to resident-care areas, infectious conditions, medical equipment, cleaning products, construction or maintenance areas, noise, odors, and other conditions typical of senior living operations; required safety and infection-prevention practices must be followed.

Expectations of All Employees

1. Support the organization's mission, vision, policies, and commitment to resident-centered service.
2. Maintain confidentiality and comply with HIPAA and other privacy requirements applicable to the position.
3. Complete required education, meetings, and professional development activities.
4. Follow infection prevention, safety, emergency preparedness, and other applicable policies and procedures.
5. Demonstrate professional conduct, reliable communication, collaboration, and respect in interactions with residents, families, employees, visitors, and partners.
6. Perform other duties as assigned consistent with the position's scope and organizational needs.

Note

This job description describes the general nature and level or work expected of the Vice President of Operations and is not an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Responsibilities may be added, removed, or modified as organizational needs evolve. This document does not create an employment contract or alter the employment relationship. Heritage Pointe Communities will provide reasonable accommodation to qualified individuals with disabilities in accordance with applicable law.