Director, Resident Experience

Sienna Senior Living; Markham; Hybrid; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Health & dental

RRSP match

SOAR

Employee share plan

Learning & growth

Diversity & inclusion

Job summary

Sienna Senior Living in Markham, Ontario, is seeking a Director, Resident Experience to lead resident-centered programs across the Long-Term Care division, partnering with Operations, Clinical and Culinary Services to elevate quality of life and resident and family satisfaction.

Lead the Resident Experience team, establish enterprise standards, monitor performance, and drive continuous improvement through surveys, analytics and external partnerships.

Qualifications

• Bachelor’s degree in Business Administration, Health Administration or related field.
• 8+ years of progressive leadership in long-term care or related healthcare setting.
• Experience leading multi-site programs and enterprise-wide transformation.
• Strong analytical, communication and change management skills.

Responsibilities

• Lead the Resident Experience strategy across the Long-Term Care division.
• Partner with Operations, Clinical Services, Culinary Services and corporate functions to advance resident experience.
• Establish enterprise standards and performance measures for resident engagement and service excellence.
• Lead programs for resident and family engagement, including surveys and councils.
• Monitor performance and drive continuous improvement using data and feedback.
• Represent the organization in external partnerships and sector forums.

Skills

Leadership

Strategic thinking

Change management

Analytical skills

Communication

Project management

Education

Bachelor’s degree in Business Administration

Health Administration

Job description

At Sienna, we empower our team members across Ontario, British Columbia, Saskatchewan and Alberta to help our residents live the life they desire and deserve. Our purpose is simple: to cultivate happiness in daily life!

What Sienna Offers:

We aspire to cultivate an environment and culture where team members feel valued, heard and empowered to do meaningful work. We offer a number of programs and benefits that support team members’ financial, personal and professional needs:

• A competitive compensation and vacation package
• Employer Paid Health & Dental Benefits
• RRSP with Company Match
• Share Ownership and Reward Program (SOAR)
• Employee Share Purchase Plan with Company Match
• Continuous learning and growth so you have the skillset needed to succeed and take on new challenges
• A welcoming culture that values diversity and differing perspectives, experiences and beliefs

What You’ll Be Doing:

The Director, Resident Experience provides strategic leadership for the development, implementation and continuous improvement of resident-centered programs, standards and initiatives across the Long-Term Care (LTC) Division. Working in partnership with Operations, Clinical Services, Culinary Services and other corporate functions, the Director is responsible for advancing a consistent, high-quality resident experience that enhances quality of life, resident and family satisfaction, and organizational performance.

The Director leads the Resident Experience team and serves as the corporate subject matter expert for resident engagement, recreation, hospitality, resident and family experience, and service excellence. The role is accountable for establishing enterprise standards, supporting implementation across communities, monitoring performance, and fostering innovation and continuous improvement.

How You’ll Succeed:

• Lead the development and execution of the Resident Experience strategy in alignment with organizational priorities and the operating plan, providing strategic advice to senior leadership on emerging trends and opportunities
• Lead, coach and develop the Resident Experience team and establish accountability mechanisms to support consistent execution across communities
• Establish corporate standards, frameworks and performance measures that promote consistent, resident-centered practices across the Long-Term Care Division
• Lead the design, implementation and evaluation of resident experience programs and standards that enhance quality of life, resident choice and service excellence
• Establish standards and provide oversight for recreation, leisure, hospitality, resident engagement, spiritual care, volunteer engagement and other resident-focused initiatives, in partnership with relevant corporate functions
• Champion innovation and best practices that enhance resident experience, including initiatives related to dementia care, meaningful living, physical environment and hospitality
• Provide strategic oversight for resident and family engagement, including Resident and Family Councils, surveys and other feedback mechanisms, ensuring insights are translated into meaningful and measurable improvements
• Manage relationships with third-party resident experience and survey vendors and oversee the analysis, reporting and follow-up of resident and family experience results
• Lead enterprise-wide resident experience improvement initiatives, including the development of implementation plans, resources, education and change management approaches to support sustainable adoption
• Monitor resident experience performance, identify trends and opportunities, and use data, feedback and leading practices to drive continuous improvement
• Partner with Operations, Clinical, Quality and other corporate functions to support risk management, compliance and quality improvement related to resident experience
• Develop external partnerships and represent the organization in relevant sector, community and industry forums to identify emerging practices and opportunities

Who you are:

• Bachelor’s degree in Business Administration, Health Administrations or a related field
• Minimum 8 years of progressive leadership experience in long-term care, senior living, healthcare, hospitality or a related environment.
• Demonstrated experience leading multi-site programs, service excellence initiatives, organizational change or enterprise-wide transformation
• Strategic thinker with strong business acumen and the ability to translate organizational priorities into measurable outcomes
• Demonstrated ability to build effective relationships and influence senior leaders and diverse stakeholders across a complex, multi-site organization
• Strong leadership, coaching, facilitation, project management and change management skills
• Strong analytical, critical thinking, troubleshooting and problem-solving skills, with the ability to use data and feedback to inform decisions
• Excellent written, verbal and presentation skills, with the ability to communicate effectively at both executive and operational levels
• Demonstrated commitment to resident-centered care, service excellence and continuous improvement

What you need to know:

• This is an on-site position at our Shared Support office in Markham
• Any offer of employment will be conditional upon a criminal background and references check
• This posting is for an existing position
• Sienna Senior Living may utilize artificial Intelligence to screen or assess applicants for this position

Sienna Senior Living is committed to employment equity, diversity, and inclusion in the workplace. In accordance with provincial regulations, upon request, support will be provided for accommodations throughout the recruitment, selection, and assessment process.