About the job Assistant Manager/Manager, Service Experience
About the role:

The most meaningful work often happens behind the scenes.

In unscripted conversations. In moments without clear answers.

And in the opportunities to listen deeply, understand broadly, and build bridges where different perspectives meet.

As the Service Experience Assistant Manager / Manager, you will be at the forefront of shaping how people experience St Luke's ElderCare at every touchpoint. This role is for those who thrive in complexity, think beyond the obvious, and engage confidently with stakeholders, not just to manage expectations but to leave people feeling seen, valued and heard.

It also calls for individuals who excel in difficult situations, embrace challenging conversations with customers, and have the ability to turn these interactions around with confidence and care.

You will identify opportunities for improvement, influence meaningful change, and create an setting where the service experience is not just delivered, but deeply felt.

This is your opportunity to help define what exceptional service looks like for the next chapter.

Your Mission:

Consistency Architect: Align SOPs and charters. Build a cycle of improvement. Capture service recovery stories that inspire.

Recognition Builder: Scale recognition into a multi-tier framework that fuels pride, culture, and external visibility.

Engagement Champion: Elevate ordinary experiences into defining moments.

Recovery Strategist: Transform feedback into trust. Lead investigations. Design systemic fixes. Make escalations a chance to shine.

Insight Explorer: Deploy surveys as listening tools. Translate data into bold interventions. Close service gaps before they widen.

Qualifications & Experience:





5 – 6 years of transferrable experience where crafting exceptional service moments come naturally.

A passion for people and culture.

Candidates from non-healthcare industries with relevant skills are strongly encouraged to apply.

Flexibility and adaptability to thrive in evolving situations.

Degree or diploma in any discipline

About St Luke's Eldercare

St Lukes ElderCare (SLEC) is a Christian healthcare provider dedicated to enriching the lives of seniors in Singapore, regardless of race, language and religion.

Guided by our GRACE philosophy of care, we are committed to providing compassionate and holistic care that fosters autonomy and choice. To empower elders of varying needs, from the fit to the frail, we offer a comprehensive suite of services islandwide. These include community-based programmes that promote active ageing; centre-based offerings such as day care, rehabilitation and nursing; residential (nursing home) services for long-term care; and home-based services covering medical, nursing and therapy needs.

Leveraging our legacy of over 25 years, we are on an unstoppable mission to transform care challenges of Singapores ageing population. Through innovation, collaboration and education, we seek to elevate the community care sector, where elders thrive in their golden years and age with dignity, independence and joy.

Incorporated in 1999, SLEC is a registered charity and an Institution of a Public Character. Since our founding with four centres, we have grown to more than 30 centres and two nursing homes, impacting over 22,000 elders islandwide.

We are seeking a passionate and compassionate professional to join us. If you're ready to embrace a challenge that blends purpose with professional and personal growth, we invite you to join our Super Loving Extra Caring family to Serve, Love and Empower Communities together!

#J-18808-Ljbffr

📌 Assistant Manager/Manager, Service Experience (British Columbia)
🏢 St Luke's ElderCare
📍 British Columbia