Director, Resident Experience

Sienna Senior Living; Markham; On-site; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Employer Paid Health & Dental Benefits

RRSP with Company Match

SOAR Share Ownership Program

Employee Share Purchase Plan with Co.

Continuous learning and growth

Job summary

Sienna Senior Living seeks a Director, Resident Experience to provide strategic leadership for resident-centered programs across Ontario and other provinces. You will partner with Operations, Clinical Services and corporate functions to elevate quality of life, satisfaction and performance.

You will lead the Resident Experience team, set enterprise standards, monitor performance, and drive continuous improvement with a focus on hospitality, recreation and family engagement.

Qualifications

• 8+ years of progressive leadership experience in long-term care, senior living, healthcare or related environments.
• Proven ability to lead multi-site programs and drive enterprise-wide improvements.
• Strong analytical, communication and stakeholder-influence skills.

Responsibilities

• Provide strategic leadership for resident-centered programs across the LTC division.
• Partner with Operations, Clinical Services and other functions to raise quality of life.
• Lead the Resident Experience team and establish accountability across communities.
• Develop enterprise standards and performance measures for resident-centered practices.
• Design and evaluate programs that enhance resident experience and service excellence.
• Oversee recreation, hospitality, resident engagement and family experiences.
• Champion innovation and dementia care initiatives to improve living environments.
• Oversee resident and family feedback mechanisms and implement improvements.
• Manage third-party resident experience vendors and data analytics.
• Lead enterprise-wide improvement initiatives and change management plans.
• Build external partnerships and represent the organization in sector forums.

Skills

Leadership

Strategic thinking

Change management

Communication

Team development

Education

Bachelor’s degree in Business Administration or 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.