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.

Net Operating

Income (NOI) Resident Satisfaction 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. 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. Working on special projects in the Platform including acquisitions, developments, disposition and new corporate initiatives 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. 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 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. 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.

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. 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 in sales.

Experience managing operational issues. Demonstrated experience in a service‑related business and a commitment to service excellence. Graduate of a post‑secondary education program in business, hospitality, health care, administration or other relevant program.

The Senior Director Operations & Sales must possess: 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 use AI to reduce administrative burden. The ability to travel on a regular basis including a valid driver’s license and access to a vehicle.

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 prospect 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- ON East (Mississauga)
🏢 Chartwell Retirement Residences
📍 Mississauga