Sunrise Senior Living
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Executive Director
role at
Sunrise Senior Living The Executive Director is responsible for overall leadership, management, and success of the community. Responsibilities include but are not limited to financial management, hiring, supervising, training, team member relations and recognition, communication, family services, resident well-being, quality assurance, and regulatory compliance. Additionally, a key component of this position is the ownership of the Sales and Marketing process to ensure maximization of revenue and our market position. The Executive Director creates, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members. RESPONSIBILITIES & QUALIFICATIONS
Coaching and Developing Others
Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plans and support the development of individual skills and abilities. Convey performance expectations and provide timely feedback to ensure performance standards are met. Hold effective one on one meetings with direct reports. Provide feedback and counsel on a continuous basis. Support team members’ career growth by having regular development-focused conversations. Utilize and promote Sunrise’s development programs as appropriate to prepare high-potential team members for future roles. Build a qualified, internal pipeline for community roles and strive to promote internal team members to key leadership positions. Customer Focus
Ensure that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, craft and implement service practices that meet customers’ and own organization’s needs, and promote and operationalize customer service as a value. Achieve outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement. Lead the development and regular review of the engagement improvement plan. Resolve customer concerns effectively through consistent use of the problem resolution program. Hold consistent and effective Resident Council meetings. Achieve customer referrals on a regular, recurring basis and strive to be above the company average. Ensure that the leadership team interacts with residents. Strive for minimal loss of residents to competitors, with a declining trend that is below company average. Quality Assurance and Regulatory Compliance
Strive for excellent quality care and service delivery and institute and ensure corrective action in a timely manner. Review customer and secret shopper surveys and act accordingly by instituting appropriate corrective actions in a timely manner. Develop a thorough working knowledge of state/provincial regulations and Sunrise policies and procedures dictated for residents and ensures compliance. Act as the Community Privacy Representative. Ensure all resident administrative files are well maintained, current, and in compliance with state/provincial regulations. Follow up on issues identified in the regional team site visit report. Follow up on mock survey process. Ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety. Provide leadership and promotion of the Sunrise Safety and Risk Management policies. Review all incident reports and ensures corrective actions are in place in a timely manner. Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures. Family Services
Maintain monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc. Oversee the planning of an in-house family event monthly. Encourage family involvement via Volunteer Programs. Make self available to residents and their families. Ensure implementation and maintenance of a family support program. Ensure Family Service Meetings are happening regularly according to Sunrise policy. Ensure Sunrise Wellness and Resident Care systems are implemented and followed. Business Development and Top Line Growth
Demonstrate the ability to identify and build relationships within the local area that drives business into the community, as well as effectively price the product, thereby maximizing top-line revenue growth and achieving appropriate market position. Spend one hour weekly with the Director of Sales (DOS), coaching as the DOS makes database contact calls. Ensure that the DOS is using selling skills terminology in lead management and customer relations database and achieving benchmark sales effectiveness metrics, new leads, IPP’s/SPP’s, and sales. Hold DOS accountable for the community’s daily contact goal. Ensure the community has an effective external business development strategy in place, with clear accountabilities assigned and the ability to articulate results and adjust plan accordingly to maximize referral leads and move-ins. Hold DOS and other community leaders accountable for a predetermined number of quality visits and establishes appropriate referral sources, resulting in move-ins from referrals approaching company best practice standards. Driving for Results
Set high goals for personal and group accomplishment, use measurement methods to monitor progress toward goals, and work tenaciously to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Manages the Profit and Loss (P&L). Achieve and execute consistent labor/labour schedules seven days a week. Achieve great resident retention through a focus on service. Participate in local business councils. Drive ownership to the department leaders. Business Acumen
Use one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results and use one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and/or tactics. Meet the financial targets with the goal to maximize the capital partners return. Think abstractly and make things work when there is no absolute instruction and is able to adapt to business needs. Possess functional knowledge of all operating programs including memory care, clinical, dining, and social programs. Make accurate forecasts. Overcome competitive obstacles. Understand market dynamics: Labor/labour availability – overcome obstacles. Strive to improve profitability year over year in line with owner expectations. Prepare and adhere to the community budget. Ensure budgeted revenue is achieved or exceeded by maximizing occupancy and room rate. Review monthly financial statements and implement plans of action for deficiencies. Utilize revenue management tools to effectively manage pricing to benchmarks including service level and other program margins and utilization. Manage collections process effectively. Manage variable and other productive labor/labour to benchmarks, adjusting timely to occupancy and service level changes. Manage key, non-labor/non-labour operating costs in line with budgeted levels. Process and submit monthly expenses and budget data timely per Sunrise policies and internal business controls. Core Competencies
Ability to handle multiple priorities effectively Ability to delegate assignments to the appropriate individuals Excellent written and verbal skills for effective communication and the ability to facilitate small group presentations Proficient in organizational and time management skills Demonstrates good judgment and problem solving and decision-making skills Experience and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required. College degree preferred; degree and management experience may be required per state/provincial requirements Administrator’s License / certification may be required per state/provincial requirements Prior General Manager/Administrator experience focused on growing both top and bottom lines; required length determined by type of community Previous management experience including hiring, coaching, performance management, daily operations supervision, and leading a team through change Previous sales experience preferred, including building customer relationships, and resolving customer concerns. Passion for working with seniors Demonstration of success in managing operating expenses Demonstration of proficiency in computer skills, Microsoft Office and Sunrise applications with the ability to learn new applications As applicable, all Sunrise team members who drive a Sunrise vehicle must review and sign the Driver job description and understand the key essential duties for safety Ability to work weekends, evenings, and flexible hours to be available for our customers at peak service delivery days and times Seniority level
Director Employment type
Full-time Job function
Business Development, Sales, and Strategy/Planning Industries
Hospitals and Health Care, Nursing Homes and Residential Care Facilities, and Hospitality
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Executive Director
role at
Sunrise Senior Living The Executive Director is responsible for overall leadership, management, and success of the community. Responsibilities include but are not limited to financial management, hiring, supervising, training, team member relations and recognition, communication, family services, resident well-being, quality assurance, and regulatory compliance. Additionally, a key component of this position is the ownership of the Sales and Marketing process to ensure maximization of revenue and our market position. The Executive Director creates, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members. RESPONSIBILITIES & QUALIFICATIONS
Coaching and Developing Others
Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plans and support the development of individual skills and abilities. Convey performance expectations and provide timely feedback to ensure performance standards are met. Hold effective one on one meetings with direct reports. Provide feedback and counsel on a continuous basis. Support team members’ career growth by having regular development-focused conversations. Utilize and promote Sunrise’s development programs as appropriate to prepare high-potential team members for future roles. Build a qualified, internal pipeline for community roles and strive to promote internal team members to key leadership positions. Customer Focus
Ensure that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, craft and implement service practices that meet customers’ and own organization’s needs, and promote and operationalize customer service as a value. Achieve outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement. Lead the development and regular review of the engagement improvement plan. Resolve customer concerns effectively through consistent use of the problem resolution program. Hold consistent and effective Resident Council meetings. Achieve customer referrals on a regular, recurring basis and strive to be above the company average. Ensure that the leadership team interacts with residents. Strive for minimal loss of residents to competitors, with a declining trend that is below company average. Quality Assurance and Regulatory Compliance
Strive for excellent quality care and service delivery and institute and ensure corrective action in a timely manner. Review customer and secret shopper surveys and act accordingly by instituting appropriate corrective actions in a timely manner. Develop a thorough working knowledge of state/provincial regulations and Sunrise policies and procedures dictated for residents and ensures compliance. Act as the Community Privacy Representative. Ensure all resident administrative files are well maintained, current, and in compliance with state/provincial regulations. Follow up on issues identified in the regional team site visit report. Follow up on mock survey process. Ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety. Provide leadership and promotion of the Sunrise Safety and Risk Management policies. Review all incident reports and ensures corrective actions are in place in a timely manner. Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout procedures. Family Services
Maintain monthly proactive communication with resident’s family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc. Oversee the planning of an in-house family event monthly. Encourage family involvement via Volunteer Programs. Make self available to residents and their families. Ensure implementation and maintenance of a family support program. Ensure Family Service Meetings are happening regularly according to Sunrise policy. Ensure Sunrise Wellness and Resident Care systems are implemented and followed. Business Development and Top Line Growth
Demonstrate the ability to identify and build relationships within the local area that drives business into the community, as well as effectively price the product, thereby maximizing top-line revenue growth and achieving appropriate market position. Spend one hour weekly with the Director of Sales (DOS), coaching as the DOS makes database contact calls. Ensure that the DOS is using selling skills terminology in lead management and customer relations database and achieving benchmark sales effectiveness metrics, new leads, IPP’s/SPP’s, and sales. Hold DOS accountable for the community’s daily contact goal. Ensure the community has an effective external business development strategy in place, with clear accountabilities assigned and the ability to articulate results and adjust plan accordingly to maximize referral leads and move-ins. Hold DOS and other community leaders accountable for a predetermined number of quality visits and establishes appropriate referral sources, resulting in move-ins from referrals approaching company best practice standards. Driving for Results
Set high goals for personal and group accomplishment, use measurement methods to monitor progress toward goals, and work tenaciously to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Manages the Profit and Loss (P&L). Achieve and execute consistent labor/labour schedules seven days a week. Achieve great resident retention through a focus on service. Participate in local business councils. Drive ownership to the department leaders. Business Acumen
Use one’s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results and use one’s understanding of major business functions, industry trends, and own organization’s position to contribute to effective business strategies and/or tactics. Meet the financial targets with the goal to maximize the capital partners return. Think abstractly and make things work when there is no absolute instruction and is able to adapt to business needs. Possess functional knowledge of all operating programs including memory care, clinical, dining, and social programs. Make accurate forecasts. Overcome competitive obstacles. Understand market dynamics: Labor/labour availability – overcome obstacles. Strive to improve profitability year over year in line with owner expectations. Prepare and adhere to the community budget. Ensure budgeted revenue is achieved or exceeded by maximizing occupancy and room rate. Review monthly financial statements and implement plans of action for deficiencies. Utilize revenue management tools to effectively manage pricing to benchmarks including service level and other program margins and utilization. Manage collections process effectively. Manage variable and other productive labor/labour to benchmarks, adjusting timely to occupancy and service level changes. Manage key, non-labor/non-labour operating costs in line with budgeted levels. Process and submit monthly expenses and budget data timely per Sunrise policies and internal business controls. Core Competencies
Ability to handle multiple priorities effectively Ability to delegate assignments to the appropriate individuals Excellent written and verbal skills for effective communication and the ability to facilitate small group presentations Proficient in organizational and time management skills Demonstrates good judgment and problem solving and decision-making skills Experience and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required. College degree preferred; degree and management experience may be required per state/provincial requirements Administrator’s License / certification may be required per state/provincial requirements Prior General Manager/Administrator experience focused on growing both top and bottom lines; required length determined by type of community Previous management experience including hiring, coaching, performance management, daily operations supervision, and leading a team through change Previous sales experience preferred, including building customer relationships, and resolving customer concerns. Passion for working with seniors Demonstration of success in managing operating expenses Demonstration of proficiency in computer skills, Microsoft Office and Sunrise applications with the ability to learn new applications As applicable, all Sunrise team members who drive a Sunrise vehicle must review and sign the Driver job description and understand the key essential duties for safety Ability to work weekends, evenings, and flexible hours to be available for our customers at peak service delivery days and times Seniority level
Director Employment type
Full-time Job function
Business Development, Sales, and Strategy/Planning Industries
Hospitals and Health Care, Nursing Homes and Residential Care Facilities, and Hospitality
#J-18808-Ljbffr