Director of Resident Services

Westminster at Lake Ridge
12191 Clipper Dr.
Lake Ridge, VA 22192, USA

Westminster at Lake Ridge
12191 Clipper Dr.
Lake Ridge, VA 22192, USA

Director of Resident Services for our Senior Living Community in Lake Ridge, VA

Salary starting at $84K Commensurate with experience

Full Time

• Medical, Dental & Vision Coverage
• Company-Paid Short-Term and Long-Term Disability Insurance
• Company-Paid Life Insurance
• Paid Time Off (PTO) Accrual
• Paid Holidays
• Educational and US Citizenship Scholarship Opportunities
• Onsite CPR Training
• Certified Dementia Practitioner Training *
• Well-Being Model
• Eligible Employees May Receive Annual Employee Recognition from Residents
• UKG Wallet (Daily Pay)
• Free Use of Community Pool and Fitness Center
• Training and Growth Opportunities
• Tickets to Work
• Pet Insurance

* Available for select employees

Westminster at Lake Ridge is a premier Continuing Care Retirement Community serving older adults in three levels of service:
Independent Living, Assisted Living, and a Health Center. Our team of roughly 270 total employees serves a population of over 400 total residents on 62 acres that back up to the Occoquan reservoir. Westminster at Lake Ridge is certified as a Great Place to Work. We are CARF Certified, and Sage certified.

A bachelor’s degree in healthcare administration, hospitality management, social work, gerontology, or a related field or a minimum of eight (8) years of relevant experience in lieu of a degree. Experience working in a CCRC or multi-level senior living environment with a strong background in resident engagement is highly preferred. Incumbents should be able to apply practical understanding to carry out instructions furnished in written and oral form, possess high-quality verbal and written communication ability, proficient customer service and interpersonal skills, detailed oriented demeanor and capable of handling community relations, operations and skilled in public speaking.

Must be skilled in the operation of computer applications such as Microsoft Office, EHR and other such productivity tools as required. All employees are expected to uphold our ARISE values— Accountability, Respect, Innovation, Stewardship, and Excellence—guiding our behavior, decisions, and service to others with purpose and integrity.

The Director of Resident Services is responsible for overseeing all aspects of resident experience within Independent Living in a Continuing Care Retirement Community (CCRC). This role ensures high-quality service delivery, resident satisfaction, and seamless coordination of services that promote wellness, engagement, and quality of life. The Director serves as a key liaison between residents, families, and the organization, fostering a supportive, responsive, and hospitality-driven community culture.

Under the Direction and guidance of the Co-Executive Director, the Director of Resident Services is responsible for overall operations of Resident Services.

• Develop, implement, and oversee programs that enhance resident experience, satisfaction, engagement, and overall quality of life.
• Ensure a hospitality-focused service model across all levels of care.
• Address resident concerns, complaints, and service requests promptly and effectively.
• Monitor and analyze resident satisfaction data and implement improvement initiatives. Collaborate with Sales, Health Care, Life Enrichment, Dining, Property Management, and Social Services to ensure a coordinated continuum of care.
• Facilitate smooth transitions between levels of care (independent living, assisted living, skilled nursing).
• Participating in resident review team meetings and care plan meetings as appropriate.
• Oversee daily operations of resident services departments, including concierge, social work, transportation, cultural arts, and fitness.
• Ensure compliance with regulatory requirements, standard operatizing procedures, and policies related to resident services.
• Lead resident meetings, forums, and committees to encourage engagement and feedback.
• Communicate effectively with residents, families, and staff regarding community updates and initiatives.