Director, Resident Care

As a Director of Resident Care, you’ll be responsible for driving and supporting a wide variety of strategic and operational initiatives for the company. You will support Project Management and implementation of initiatives, that include continuous improvement / process efficiencies and SOPs for systems, technology and tools. This role will also be responsible for the management and oversight of corporate back-office administrative operations including Community Support Services (CSS), Resident Support Services (RSS), HODA and other administrative functions (auxiliary services) as assigned.

This hybrid position may report to our corporate offices in either Hoffman Estates, IL or Bloomington, MN. This role requires monthly travel to the respective markets and North headquarters in Toronto, Canada, with additional travel as needed.

• Lead, coach, and develop a multi layered team of Team Leads, Supervisors, and frontline associates, ensuring strong performance, engagement, and alignment with regional and organizational goals.
• Oversee associate performance and operational KPIs, using data driven insights to identify trends, address performance gaps, and drive continuous improvement across all administrative functions.
• Act as the primary escalation point for Operations Managers, Directors, and cross functional partners, providing timely resolution, strategic guidance, and clear communication on complex issues.
• Develop, implement and oversee processes and procedures to improve operational efficiency among administrative back-office support functions; develop and educate on standard operating procedures (SOPs) and measure success through review and feedback
• Provide strategic direction on performance score carding, dashboarding, and shared services business planning for assigned teams
• Drive adoption of business intelligence and analytics tools to create and maintain tracking and reporting of heart of house teams
• Partners with Market and Regional leaders to support and monitor service delivery improvements including growth, performance optimization, and expansion opportunities
• Project management and execution of key strategic initiatives, inclusive of clear management reports and presentations on specific initiatives throughout the idea to execution process as assigned
• Monitor project deliverables and progress through continuous communication with project members and leadership
• Serve as the primary point of contact between Market Leadership and core shared services teams, addressing escalated concerns and process improvement recommendations
• Assist leadership with evaluation and development of project plans and participate in the planning and formulation of strategic solutions. Coordinate and collaborate with North Region’s Strategy & Planning Office, Corporate Office and Customer Care as needed.

• Bachelor’s degree in Business, Communications, or another related field; or a combination of relatable education and experience.
• 5-7 years’ experience in a Business Management role with a demonstrated a track record of developing and mentoring team members and acting as a talent champion.
• Property management or condominium management experience strongly preferred.
• Project management certifications or prior experience leading business process optimization initiatives strongly preferred.
• Works effectively with coworkers, clients, customers, and others by sharing ideas in a constructive and positive manner; addresses problems and issues constructively to find mutually acceptable and practical business solutions.
• Must possess a high energy attitude and an ability to multi-task/prioritize different projects at any given time.
• Proficient in Microsoft Office Suite (Word,…