Resident Services Director- Independent Living posted about ago Dearborn, MI

Independent Living Community (500+ residents)

The Director of Resident Services is a dynamic, resident-focused leader responsible for the overall resident experience and resident satisfaction within our Independent Living community. This role provides strategic oversight of Life Enrichment (Activities), Social Services, Concierge, and the Front Desk, while championing engagement, morale, hospitality, and service excellence.

As a key member of the campus leadership team, the Director of Resident Services is accountable for ensuring residents feel heard, valued, and satisfied with their daily experience, services, and programming.

Own and lead resident satisfaction outcomes for Independent Living, using feedback, surveys, and direct resident engagement to drive continuous improvement.

Implement, analyze, and respond to resident satisfaction surveys, trends, and action plans.

Chair or co-lead the Resident Satisfaction Committee and ensure follow-through on identified opportunities.

Proactively identify service gaps and partner with campus leaders to resolve concerns before they escalated.

Foster a culture where resident feedback is welcomed, respected, and acted upon.

Oversee and direct the Life Enrichment (Activities) program for Independent Living, ensuring a vibrant, seven-day-a-week calendar that supports social, intellectual, physical, and emotional well-being.

Develop innovative events, outings, and programs that enhance engagement and quality of life.

Ensure programming includes one-on-one, small group, and large group opportunities aligned with resident interests.

Support resident-led and independent program pursuits.

Regularly evaluate programs to ensure they meet the evolving needs of the community.

Serve as the primary liaison to the Resident Council
, playing a key role in monthly meetings and follow-up.

Meet with all new residents within two (2) weeks of move-in to understand backgrounds, interests, and preferences.

Address resident and family concerns with professionalism, empathy, and discretion, modeling excellence for the team.

Plan and host consistent monthly family-centered programming to promote engagement and transparency.

Lead, mentor, and support department leaders and teams including Life Enrichment, Social Services, Concierge, and Front Desk
.

Ensure team members are trained, supported, and aligned with service expectations.

Develop and implement customer service training for all campus employees.

Participate in performance management and disciplinary processes as needed.

Ensure Front Desk and Concierge teams deliver welcoming, professional, and resident-centered service at all times.

• Provide direct oversight and support to the Independent Living Social Worker, ensuring residents have access to appropriate non-clinical support and resources.

Build and maintain strong partnerships with preferred providers and community vendors.

Promote a hospitality-driven culture throughout Independent Living.

Oversee the delivery of non-clinical social services within Independent Living.

Support the Independent Living Social Worker in connecting residents with community resources, benefits, and support services.

Ensure residents and families are educated on resident rights, dignity, independence, and advance directives.

Maintain appropriate documentation standards and confidentiality.

Serve as a resource for complex resident situations, concerns, or transitions.

Oversee daily operations of the Front Desk and Concierge departments, ensuring consistency, coverage, and communication.

Monitor programs and services to ensure quality, efficiency, and alignment with community standards.

Perform other duties as assigned.

Minimum of three (3) years of supervisory or leadership experience

Previous experience working with seniors preferred

Experience overseeing resident services, hospitality, or life enrichment programs a plus

Strong organizational, communication, and interpersonal skills

Ability to lead teams in a fast-paced, service-oriented environment

Proficiency in Microsoft Office and related technology

High School Diploma required

College degree or coursework preferred

Ability to lift up to 20 pounds

Regular walking, standing, bending, reaching, and typing

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

This role offers a unique opportunity to own the resident experience and shape a vibrant, welcoming Independent Living community where satisfaction, connection, and purpose are priorities. If you are a compassionate leader who thrives on creating exceptional experiences and measurable resident satisfaction, we invite you to apply.

Allegria Village is an Equal Opportunity / Aff

All qualified applicants will receive…