Scope of the Position The role of the Senior Director, Operations & Sales, (the “Senior Director”) is to support the Vice-President, Operations & Sales (the ‘Platform Lead’) to meet/exceed the key deliverables of a defined group of retirement residences (the ‘Platform’) consisting of approximately 30 to 40 properties. The key deliverables are:

- Net Operating Income (NOI)
- Occupancy
- Resident Satisfaction
- Employee Engagement
- Risk & Reputation

As a top-line driven business, there is significant focus on maximizing occupancy and rate through effective implementation of Chartwell’s sales processes and strategies. Labour is the largest controllable cost and as such there is also a significant focus on workforce management. The Senior Director plays a pivotal role in supporting Directors of Operations (DOSs) to ensure that General Managers and their management teams are effectively implementing and sustaining Chartwell’s strategies, programs, policies & procedures.

As a dynamic organization focused on growth and asset renewal, the Senior Director will also be significantly involved with acquisitions, developments and dispositions in their Platform. In addition, they will work closely with their Platform Lead on new initiatives including Chartwell’s strategies with respect to Wellness, optimizing care services and implementing distinctive operating models in specific properties (specifically boutique properties and seniors’ apartments).

Note - the Platform team has access to a group of consultants who have expertise in sales, care, food and beverage, activities and programming, resident experience, administration, human resources, labour relations and operational efficiency. There is also a team of corporate employees that are responsible for marketing, communication, property management, accounting, finance and reporting.

The responsibilities of this position include but are not limited to:

- Ensuring the retirement residences in their Platform are dedicated to delivering the Chartwell Experience and Chartwell’s vision of Making People’s Lives Better.
- Developing expertise in all operational programs in order to assist DOSs as required with respect to planning, implementation and evaluation.
- Providing hands-on orientation and mentorship to new DOSs as assigned by the Platform Lead.
- Working on special projects in the Platform including acquisitions, developments, disposition and new corporate initiatives as required.
- Filling in for DOSs in regions during absences as required.
- Providing direction and support to DOSs during Platform Lead absences.
- Responding to and investigating resident/family concerns and complaints as directed by the Platform Lead.
- Visiting residences with the DOSs in order to assist in assessing performance as required.
- Administrative tasks as assigned by the Platform Lead.
- Managing Corporate GMs who support residences during absences.

Operations Leadership:





- Attends regular Senior Operations meetings chaired by the President and COO as well as annual Senior Operations Strategic Planning sessions.
- Assists the Platform Lead in recruiting DOSs and helping them to be successful in their roles.
- Provides input into the annual operations and capital budget processes.
- Provides input on acquisition or development proformas as required.
- Provides support, as assigned, through the integration of new properties during the first 120 days as well as the first year in order to ensure that Chartwell’s programs are effectively sustained.
- Effectively repositions residences that are requiring operational transitions.
- Understands and provides input on all Chartwell operational programs, policies & procedures.
- Attends Strategic Property Facilitated (SPF) sessions and Resident Pricing Meetings (RPMs) as directed by the Platform Lead.
- Works effectively with a variety of Chartwell consultants to improve their understanding and knowledge of programs and processes in order to effectively drive the results in their platform of retirement residences.
- Works with the Property Management team to operationalize approved major capital accretive plans in order to effectively manage the resident experience.
- Has an excellent working knowledge of Microsoft, Yardi, Oracle HCM and Power BI applications and general computer programs.

Sales Leadership:

- Develops an understanding of the markets and competition in all regional areas of their Platform.
- Supports the DOSs in their Platform who have challenges with occupancy.
- Is proficient in all Chartwell Sales Processes and strategies and has expertise in using sales data and KPIs to assist DOSs to improve their occupancy.

Wellness and Care Operations Leadership:

- Champions and supports the implementation and sustainability of ‘Wellness at Chartwell’ initiatives in their Platform.
- Champions and supports the implementation and sustainability of Care Service Optimization strategies in their Platform.
- Possesses a strong working knowledge of applicable legislation related to property operations and clinical expectations.

Qualifications

Experience:

- Minimum of 10 years of progressive leadership positions in management roles in seniors housing, hospitality, health care or other related organization.
- Expertise in change management and sustainability.
- Experience driving financial results.
- Experience in sales.
- Experience managing operational issues.
- Demonstrated experience in a service-related business and a commitment to service excellence.
- Demonstrated ability to influence with authority.
- Experience in a unionized working environment.

Education:

- Graduate of a post-secondary education program in business, hospitality, health care,



administration or other relevant program.
- Demonstrated commitment to continuing education and development.

Skills & Abilities: The Senior Director Operations & Sales must possess:

- Ability to work in an environment focused on accountability for results.
- Ability to develop and execute cutting-edge solutions to drive results.
- Demonstrated budgeting and financial analysis skills.
- Demonstrated management acumen.
- Ability to influence without authority.
- Understanding of sales processes, metrics and strategies.
- Demonstrated business acumen and analytical skills.
- Ability to hold oneself and others accountable.
- A commitment to customer service.
- Ability to coach and mentor people.
- Ability to relate to the needs of an elderly population and their families/loved ones.
- An understanding of the importance of employee engagement.
- Ability to work in a high functioning, extremely dynamic team environment.
- Demonstrated ability to manage risk.
- Excellent organizational skills with the ability to multi-task.
- Excellent problem-solving skills.
- Excellent communication skills both written and verbal.
- The ability to analyze and interpret information contained in business related documents, write reports and business correspondence and effectively relay/present information accordingly.
- The ability to work independently and set expectations and goals.
- The ability to look for ways to improve and promote quality.
- The ability to adapt to changes, delays, or unexpected events in the work environment.
- The ability to use AI to reduce administrative burden

Special Requirements

- The ability to travel on a regular basis including a valid driver’s license and access to a vehicle.
- Successful completion of a vulnerable sector screening.
- Participation in all conferences and educational courses, as required.

Direct Reports

- Corporate General Manager

At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. Join an exceptional group of diverse, inspiring, and caring people who are empowered to provide personalized, human experiences for our residents and staff through the connections they make every day within our communities.

Chartwell’s commitment to diversity and inclusivity is a commitment to hiring people whose skills and abilities contribute the most to the success of the organization and who reflect the communities in which we live and work. We are an equal opportunity employer and welcome applications from a wide range of qualified candidates, including people with disabilities. If you have questions or require assistance with the application process, please email [email protected] or call 1-(phone hidden).

Chartwell may use artificial intelligence to assist in screening and assessing applicants for this position.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

📌 Sr. Director Operations & Sales- ON East (Mississauga)
🏢 Chartwell
📍 Mississauga