Director, Operations and Sales (the “Senior Director”) is to oversee the operations of a defined portfolio of retirement residences that require significant operational focus due to factors including operational complexity, advanced care services, recent acquisitions and lease-ups, and operational transitions.

The Senior

Director’s primary responsibilities are to meet/exceed their four key results related to financial performance, customer service, employee engagement and managing risk and reputation.Specifically with respect to financial performance they are responsible for meeting/exceeding the Net Operating Income (NOI) in their group of assigned retirement residences. This incorporates top-line revenue including maximizing occupancy and rate along with additional care and ancillary service revenue. They are also responsible for overseeing the operational expenses in their properties, most importantly with respect to workforce management and food costs and other controllable expenses.In addition, they are responsible for ensuring that LTC and AL operations in their assigned residences operate effectively and efficiently, meeting all regulatory guidelines, operational policies, and accreditation standards.

This position supervises Directors, Operations and Sales (the “DOS”), who directly oversees and supports the General Managers within the portfolio.As a team, the Senior Director and the DOS develop specific and focused operational strategies and implement these plans in their portfolio of homes. They have access to Chartwell consultants to assist them with sales strategy, care service and quality, food and beverage service and quality, activities and programming, resident experience, administration, human resources, labour relations, and operational efficiency. Effective implementation and sustainability of Chartwell’s strategies, programs, policies and procedures are the responsibility of the Senior Director and the DOS.

The Senior

Director also works with a team of corporate employees that are responsible for marketing, communication, asset management, accounting, finance and reporting. Ensures that the retirement residences in their region are dedicated to delivering the Chartwell Experience and Chartwell’s vision of Making People’s Lives Better. Ensures that the planning, implementation and evaluation of all programs in the properties in their region meet the needs of residents.

Responds to and investigates resident/family concerns and complaints as directed by the Vice President,



Operations and Sales Provides leadership of Chartwell’s Culture of Accountability for Results which focuses on personal accountability to meet or exceed the 4 key results for their region. Visits homes on a regular basis and meets with the Director Operations and Sales, General Managers, Managers, Residents and their Families in order to assess performance and experience. Provides leadership and direction to the Director Operations and Sales in their region with respect to all aspects of human resources management such as: recruitment, employee relations, health and safety, performance management, payroll, staff development, interpreting and implementing current policies and procedures, discipline and termination.

Works with the Labour Relations team to ensure that collective agreements and/or association agreements are implemented effectively and assists with grievance, bargaining etc. Attends regular provincial and national meetings and strategic planning sessions and educational events. Liaises with the Director Operations and Sales on a regular basis regarding their homes on strategies, initiatives and directives.

Ensures that each of their homes are trained and compliant with, and regularly using Chartwell’s management tools (e.g., Recruits, manages and coaches the Director Operations and Sales and supports them in their role to recruit, manage and coach their residence management teams. In collaboration with the Vice President, Operations and Sales.

Follows

Chartwell’s signing and delegation authority policy and ensures that the Director Operations and Sales is implementing financial control policies. Understands and provides input on all Chartwell operational programs, policies & procedures as it relates to the Western Platform. 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 group of retirement residences.

Has an excellent working knowledge of Microsoft, Yardi, Oracle HCM and Power BI applications and general computer programs. Works with the Asset/Project Management team of resources to ensures that the property assets are well maintained and that capital projects are executed in an effective and timely manner. In consultation with the regional care team, the Senior Director and DOS provide clinical oversight and expertise as it relates to LTC, AL,



and memory living programs and liaises with government representatives and associations, as necessary.

Sales Leadership: Provides leadership and direction to the Director Operations and Sales in their region with respect to all aspects of sales management including: Effectively managing the rates of the region in order to maximize revenue. Interpreting sales metrics to coach the Director Operations and Sales on areas of focus Ensures full delivery of Chartwell’s sales strategy to increase market share for the organization’s product and service offerings. Supports property marketing plan preparation and execution.

Graduate of a post-secondary education program in business, hospitality, health care, administration or other relevant program.

The Senior Director Operations & Sales: Minimum of 10 years of progressive leadership positions in management roles in seniors housing, hospitality, health care or other related organization Experience managing operational issues. Demonstrated experience in a service-related business and a commitment to service excellence. Demonstrated budgeting and financial analysis skills.

Demonstrated management acumen. Understanding of sales processes, metrics and strategies. Demonstrated business acumen and analytical skills. A commitment to customer service. Demonstrated ability to manage risk.

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 look for ways to improve and promote quality. The ability to travel on a regular basis including a valid driver’s license and access to a vehicle.

Work is generally performed in an office environment. Regular travel required. 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.

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

📌 Sr. Director Operations & Sales (Mississauga)
🏢 Socket.dev
📍 Mississauga