Senior Vice President of Operations

The Senior Vice President of Operations is responsible for stewarding high performance of Kisco Communities through the effective implementation and maintenance of high-quality operations programs, processes, policies, and procedures. Success will come from both creating new standards and guidelines that speak to the needs of Community residents, family members, and associates, while leveraging existing Kisco integrated systems of processes and programs, such as The Art of Living WellSM, to provide the highest quality customer service and care services across all levels of living.

This position works in a team matrix with home office team members to support and measure the deployment of processes, programs, and policies that will be designed in collaboration with senior management and community staff. Provides and implements strategic initiatives to advance the brand and operating model. Supports SVP of Sales and Marketing and Regional Vice President of Sales and Marketing to ensure revenue goals are met or exceeded.

Essential Job Functions

1. Recruits, develops, motivates and retains world-class Executive Directors and assists with the recruitment, development, motivation, and retention of quality Community Management Teammembers.
2. Conducts assessments of current state and works collaboratively with the community, operations team and other home office teams to deploy and improve processes and programs.
3. Ensures implementation of high-quality operational programs, processes, policies and procedures for Kisco Signature communities that may include but not limited to:
   1. Dining and Culinary Services, including creating and implementing a framework for a consistent Kisco Signature dining experience.
   2. Wellness Services, including Kisco's focus on the nine dimensions of wellness and programming for all residents and associates.
   3. Customer Service and Resident Relations, including front desk systems and customer service models.
4. Responsible for elevated Community quality assurance standards and processes for all operations areas and ensures that standards are being met or exceeded.
5. Responsible for setting up level partnerships for wellness, care and dining.
6. Responsible for driving profitability and business goals in alignment with Kisco's strategic initiatives and mission statement.
7. Drives results using Kisco's measurements and data analysis, including the scorecard, leading indicators, and other key metrics as identified.
8. Supports in achieving targets for: NOI growth, resident satisfaction, associate engagement and operations programs.
9. Drives NOI in Communities through finding and implementing efficiencies in expenses and operating model.
10. Leads strategy and develops comprehensive playbooks for the Community operating model.
11. Develops and implements strategies to impact resident satisfaction and associate engagement in Communities.
12. Supports Executive Directors in their role as sales leaders and ensures that Executive Directors are accountable for revenue growth.
13. Supports the development and implementation of operating strategies by evaluating trends and critical measurements for productivity, quality, and resident satisfaction.
14. Supports with the preparation and execution of the annual operating budgets and assist with financial performance analysis.
15. Responsible for conducting the assigned Executive Directors annual performance appraisals and supporting them in their development plans. Will train and coach ED's using Kisco's Managing 4 Results process.
16. Maintains knowledge of Kisco's competitors and the markets in which Kisco operates.
17. Is accountable for modeling Kisco's Principles, Values, and Beliefs (PVBs) and uses them to guide all actions and decisions, including interactions with others.
18. Performs other duties and tasks as assigned or required.

This position has direct supervisory responsibility for approximately two-to-three community Executive Directors who lead Kisco Lifestyle communities and also 2-3 Subject Matter Experts and/or VP of Operations. Responsible for the design, documentation, and implementation of all Kisco Signature operational programs, processes, policies and procedures. Uses judgment in all daily activities. Has discretion to make broad-ranging business decisions in a team environment. Has P&L and budget responsibility.

Education/Experience/Training

1. Four-year college degree required. Must have a minimum of five years' experience with management and supervision leading results-driven teams in a service industry, candidates should have management experience in both senior living and high-end hospitality.
2. Proven experience in the design of programs, processes, policies and procedures that drive results and customer (resident) satisfaction and loyalty.
3. Executive Director experience required and multi-facility management experience a plus.

Knowledge/Skills/Abilities

1. Acute business acumen required.
2. Strong background in project and financial management.
3. Ability to work effectively and diplomatically with a variety of stakeholders, including residents, associates, community groups, government agencies, etc.
4. Understand and value thinking and acting systemically to ensure operation initiatives are sustainable.
5. Strong organizational and analytical skills.
6. Knowledge of current trends and developments in the senior living industry.
7. Understanding of laws, regulations, and rules governing work requirements.
8. Proficient in general office software applications, particularly the Microsoft Office Suite.
9. Ability to recognize, analyze and implement solutions to resolve challenges that are hindering continued growth.
10. Communicates effectively in both written and verbal form.
11. Excellent design and documentation skills: process, project, program, policy, systems, and more.
12. Highly team oriented – ability to work effortlessly in a matrix environment.
13. Ability to influence without direct control.
14. Creative ability to take a vision and translate into programs that can be deployed.

This position will be in Carlsbad California. Must live or be willing to relocate. Must be able to travel frequently (up to 50%) and work a flexible schedule when needed.

What's in it for me? (Great Question)

• Salary: $200,000-$250,000/Yr. Based on Experience
• Healthcare Benefits including Vision & Dental
• Matching 401k
• Generous Time Off
• Rewards and Bonus Opportunities
• Continuous Training and Growth Opportunities
• Be a part of a family-owned company with a strong mission and values
• Work alongside a talented and passionate team of professionals
• Make a meaningful impact in the lives of our residents

What do we do?

We create a great place to live for our residents and a great place to work for our associates. Kisco Senior Living has been a dynamic, award-winning leader in the senior living industry for over 30 years.

All offers of employment are subject to satisfying our pre-employment process which includes: successfully passing a drug screen, TB Test and Background Check and additionally other requirements (based on state, county or company policies).

*Kisco Senior Living is an Equal Opportunity Employer