Director Resident Care- West Hub

Job Overview

The Director, Operations, Resident Care – West Hub (“Director”) is responsible for driving and supporting a wide variety of strategic and operational initiatives for the company. The ideal candidate is known for their outstanding integrity, intellectual and visionary thinking, judgment, and leadership skills. They will bring the proven ability to work effectively with senior leadership within the company. The candidate will possess the vision and passion to drive initiatives from idea formation through to tangible results in an effective and motivating manner.

They will support Project Management and implementation of initiatives, that include continuous improvement / process efficiencies and SOPs for systems, technology and tools. They will collaborate frequently with the Resident Care, Regional Strategy & Planning Teams, Program Management Office and Operational excellence teams and Dania Corporate Offices in project planning and delivery. The Director will also be responsible for the management and oversight of corporate back‑office administrative operations including Community Support Services (CSS), Resident Support Services (RSS) and Connect teams, HODA and other administrative functions (auxiliary services) as assigned.

$120K-$130K Plus 10% Bonus. First Service Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned to every duty.

• Ensure RSS, CSS, and Connect Team performance, accountable for key performance indicator results, monitoring, and continuous improvement
• Provide direct support and oversight to RSS & CSS Team Leaders, conducting ongoing 1:1’s, hands‑on coaching, and leadership development.
• 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
• Leads and works collaboratively with the Connect team to identify opportunities to promote and leverage the tool for improved communication to clients and residents
• Monitor project deliverables and progress through continuous communication with project members and leadership
• Responsible for leading and supporting teams in multiple geographies and time zones, and to deliver key performance metrics and SLAs
• 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 and Dania Corporate Office and Customer Care as needed. Oversee in direct or indirect reporting key administrative functions, including Community Support Services, Front Desk Operations & Reception, Operations Specialist, Residential Support…