Resident Experience Manager

Troocoo; Mackay Regional; On-site; AUD 90,000 - 130,000; Full time

Job summary

Troocoo partners with a respected not-for-profit aged care provider to recruit a Resident Experience Manager in Stanthorpe, Queensland. This senior role oversees daily leadership of resident lifestyle, hospitality, environmental and support services, ensuring residents feel safe, valued and truly at home while guiding a multidisciplinary team.

You will manage catering, cleaning, laundry, maintenance and lifestyle programs, work closely with the Residential Manager and clinical team, and drive a

Qualifications

• Leadership experience within aged care or a similar service environment.
• Experience leading multidisciplinary teams across hospitality, lifestyle, or resident services.
• Strong operational, people management and organisational skills.

Responsibilities

• Lead and continuously improve the overall resident experience across non-clinical services.
• Oversee hospitality, lifestyle, environmental, and maintenance services to meet standards.
• Coach and develop multidisciplinary teams; manage staffing, rostering and budgets.
• Build strong relationships with residents, families, staff and external providers.
• Ensure compliance with safety, infection prevention, and quality requirements.

Skills

Leadership

Aged care

Multidisciplinary teams

People management

Job description

Location

Stanthorpe QLD

Work Type

Permanent Full-Time

Create Exceptional Experiences. Lead with Heart. Make Every Day Meaningful. Troocoo is proud to partner exclusively with a respected and well-established not-for-profit aged care provider to recruit an experienced

Resident Experience Manager

This is an exciting leadership opportunity for someone passionate about creating exceptional experiences for older Australians. You'll oversee the delivery of high-quality hospitality, lifestyle, environmental, and support services, ensuring residents feel safe, valued, and truly at home while leading a dedicated multidisciplinary team.

About The Role

As the Resident Experience Manager, you will be responsible for the day-to-day leadership of resident lifestyle and hospitality services, ensuring exceptional service delivery across catering, cleaning, laundry, maintenance, and lifestyle programs. Working closely with the Residential Manager and clinical team, you'll foster a positive culture that places residents at the centre of everything you do.

Key Responsibilities

Resident Experience & Service Delivery

• Lead and continuously improve the overall resident experience across all non-clinical services
• Ensure hospitality, lifestyle, environmental, and maintenance services meet organisational standards
• Promote a welcoming, safe, and engaging environment that supports resident wellbeing and independence
• Respond to resident and family feedback to continuously improve service quality
• Ensure compliance with the Aged Care Quality Standards and organisational policies

Leadership & Operations

• Lead, coach, and develop multidisciplinary teams across hospitality and resident services
• Manage staffing, rostering, budgets, and operational resources effectively
• Build strong relationships with residents, families, staff, and external service providers
• Drive a culture of continuous improvement, accountability, and teamwork
• Monitor service performance and implement initiatives to enhance resident satisfaction

Compliance & Quality

• Ensure compliance with workplace health and safety, infection prevention, and risk management requirements
• Maintain accurate operational documentation and reporting
• Support accreditation activities and quality improvement initiatives
• Participate in organisational projects and strategic planning as required

About You

You're a people-focused leader with a genuine passion for aged care and creating outstanding resident experiences. You thrive in a collaborative environment, enjoy mentoring teams, and are committed to delivering high-quality services that improve the lives of older Australians.

Key Selection

Criteria Essential

• Previous leadership experience within aged care, healthcare, hospitality, hotels, retirement living, or a similar service environment
• Demonstrated experience leading multidisciplinary teams
• Strong operational, people management, and organisational skills