Director Experience

Support Center; United States; On-site; USD 152,000 - 221,000; Full time

Job summary

Lifespace Communities, headquartered in Dallas, Texas, seeks a Director of Experience to design, deliver, and continuously improve resident, family, and team experiences across our communities. This enterprise leadership role turns experience strategy into measurable business results.

Responsibilities include shaping end-to-end experiences, translating strategy into scalable standards, and transforming feedback into improvements.

Qualifications

• 7-10 years of progressive leadership experience in senior living, hospitality, healthcare, or similar high-touch environments.
• Experience leading enterprise or multi-location transformation with measurable results.
• Ability to translate strategy into frontline execution and business outcomes.

Responsibilities

• Shape end-to-end resident and prospect experience across communities from inquiry to move-in and ongoing life.
• Turn strategy into scalable standards, playbooks, training, and leadership routines.
• Transform feedback into meaningful, measurable service improvements.
• Partner with Operations, Sales, Marketing, HR, Clinical, Culinary, and Tech to elevate service.
• Build Experience scorecards linking insights to business outcomes.
• Cultivate a culture where personalized experiences are integral to daily operations.

Skills

Leadership

Customer experience

Strategic planning

Multi-site operations

Executive presence

Travel availability

Education

Bachelor's degree

Job description

Community: Texas Support Center Address: 3501 Olympus Boulevard Dallas, Texas 75019 Pay Range $152,200.00-$220,700.00+ Annual Build the Experience. Influence the Culture. Drive the Results.

At Lifespace Communities, exceptional experiences aren’t just about service, they drive resident loyalty, referrals, reputation, occupancy, and growth.

We’re looking for a Director of Experience to lead how we design, deliver, and continuously improve the experience of our residents, families, prospects, and team members across our communities. This is an enterprise leadership role for a strategic operator who knows how to turn experience strategy into measurable business results.

What You’ll Do

• Shape the end-to-end resident and prospect experience, from first inquiry and sales tour through move-in and ongoing community life.
• Turn strategy into action through scalable standards, playbooks, training, leader routines, and accountability.
• Transform resident and family feedback into meaningful, measurable improvements.
• Partner with Operations, Sales, Marketing, HR, Clinical, Culinary, and Technology to remove friction and elevate service.
• Strengthen the prospect journey to improve referrals, conversion, reputation, and occupancy.
• Build Experience scorecards connecting customer insights and operational performance to business and financial outcomes.
• Champion a culture where personalized experiences become part of how we operate every day.

What You Bring

• 7-10 years of progressive leadership experience in senior living, hospitality, healthcare, customer/resident experience, multi-site operations, or another high-touch service environment.
• Success leading enterprise or multi-location transformation.
• A track record of turning strategy into frontline execution and measurable results.
• Strong executive presence with the ability to influence senior leaders and engage frontline teams.
• Experience using customer feedback, operational metrics, and business data to drive improvement.
• Bachelor’s degree in a related field.
• Ability to travel regularly to Lifespace communities.

Make Experience a Business Advantage This isn’t about managing another customer experience program. It’s about building a repeatable Experience capability that strengthens loyalty, inspires referrals, improves conversion, supports occupancy, and differentiates Lifespace in the marketplace.

Are you ready to shape what exceptional looks like? We’d love to meet you.

Lifespace has successfully served older adults for 50 years, and this is just the beginning. With new opportunities, continued growth, and the support from your Lifespace team members, get ready to ignite your life and experience Our Space.

COMPANY OVERVIEW:

Lifespace Communities, headquartered in Dallas, Texas, is one of the nation's largest nonprofit senior living organizations. For over 50 years, we have been dedicated to creating vibrant communities across the country where older adults are empowered to live their aspirations with purpose, independence, and peace of mind. Driven by a commitment to exceptional service, innovation, and meaningful connections, our team members work together to enrich the lives of our residents every day. At Lifespace, you’ll find more than a career, you’ll find an opportunity to make a lasting impact while growing professionally in a collaborative, mission-driven organization.

Equal Opportunity Employer

To learn more about how our communities serve our residents, please visit lifespacecommunities.com