Job Title

Director, Operations and Sales - Nanaimo & RegionJob DescriptionThe DOS has access to Chartwell consultants to assist them with sales strategy, care service and quality, food & beverage service and quality, activities and programming, customer experience, administration, human resources & labour relations, and operational efficiency. Effective implementation and sustainability of Chartwells strategies, programs, policies & procedures are the responsibility of the DOS as well as performance management with respect to the General Manager and, through them, the homes management team. The DOS also works with a team of corporate employees responsible for marketing, communication, asset management, accounting, finance, and reporting.Key ActivitiesThe DOS has access to Chartwell consultants to assist them with sales strategy, care service and quality, food & beverage service and quality, activities and programming, customer experience, administration, human resources & labour relations, and operational efficiency. Effective implementation and sustainability of Chartwells strategies, programs, policies & procedures are the responsibility of the DOS as well as performance management with respect to the General Manager and, through them, the homes management team. The DOS also works with a team of corporate employees responsible for marketing, communication, asset management, accounting, finance, and reporting.Resident RelationsEnsures that the retirement residences in their region are dedicated to delivering the Chartwell Experience and Chartwells vision of Making Peoples Lives Better.Ensures a safe and secure living environment for all residents.Plans, implements, and evaluates all departments and programs to meet residents needs.Responds to and investigates resident/family concerns and complaints escalated beyond the GM or identified through the Retirement Homes Regulatory Authority.Reviews annual Resident Satisfaction Survey results and develops action plans for continuous improvement.Visits homes regularly and meets with GMs, managers, residents, and families to assess performance and experience.LeadershipImplements Chartwells Culture of Accountability for Results.Provides leadership and direction to GMs regarding human resources management, including recruitment, employee relations, health and safety, performance management, payroll, staff development, policies, discipline, and termination.Works with Labour Relations to ensure effective implementation of collective agreements and assists with grievances and bargaining.Attends provincial and national meetings, strategic planning, and educational events.Liaises regularly with homes on strategies, initiatives, and directives.Recruits, manages, and coaches GMs and supports their management teams.Reviews Employee Engagement Survey results and develops improvement action plans.Budget & FinancialResponsible for meeting/exceeding Net Operating Income budgets for each residence and region.Works with Platform Lead and management on capital projects.Develops annual operations and capital budgets with GMs, VP, and corporate staff.Ensures accuracy of financial statements and variance reports.Ensures GMs operate within budgets and implement cost-saving measures.Maintains financial systems (payroll, accounts payable/receivable, leases, Yardi CRM).Communicates financial implications of regional results.Follows signing and delegation policies for invoices and purchases.Sales and RevenueEnsures GMs and Sales Consultants maintain optimal occupancy.Manages suite rates to maximize occupancy and revenue.Understands market, competition, and conducts analysis.Ensures sales metrics and tool utilization.Interprets metrics to drive results and develop residence-specific plans.Supports marketing plans and manages budgets.Ensures homes meet revenue targets for care and ancillary services.Regulatory ComplianceKnowledge of relevant legislation (Retirement Homes Act, Employment Standards, etc.).Liaises with governing bodies to ensure compliance.Supports licensing reviews and investigations with timely action plans.Ensures residences meet policies, safety, and emergency standards.Operational and Administrative SystemsUnderstands and implements Chartwells operational policies and procedures.Works with consultants to improve programs and processes.Ensures compliance with reporting and system use (Microsoft, Yardi, Oracle HCM, Power BI).Implements new initiatives effectively.Coordinates with Asset/Project Management for asset maintenance and projects.Embraces new systems and technologies.QualificationsExperience: Minimum 5 years in senior management in seniors housing, hospitality, healthcare, or related fields. Experience in financial results, operational management, service excellence, recruiting, and unionized environments.Education: Post-secondary degree in business, hospitality, healthcare, or related. Commitment to ongoing development.Skills & AbilitiesAbility to work in a results-focused environment, develop solutions, manage budgets, lead teams, understand sales and metrics, analyze data, communicate effectively, and relate to elderly residents and their families. Strong organizational, problem-solving, and interpersonal skills are essential.Special RequirementsCriminal and vulnerable persons checks.Response readiness for emergencies.Willingness to travel regionally with a valid drivers license and vehicle access.Participation in conferences and training as required.Direct ReportsGeneral Managers of approximately 5-6 residences.About UsAt Chartwell, were committed to Making Peoples Lives BETTERresidents, families, and employees. Join our diverse, caring team dedicated to personalized experiences and community connections. We value diversity and inclusivity; applications from all qualified candidates, including those with disabilities, are welcome. For assistance, contact or call 1-888-663-6448. Only selected candidates will be contacted.Job InfoJob Identification 19141Category OperationsPosting Date 05/30/2025Schedule Full-timeLocation 8888-202 Street, Langley, BC, V1M 4A7, CASalary Range $130K-$145K + bonus #J-18808-Ljbffr