Director of Resident Experience & Engagement

Develop and articulate a multi-year vision for resident experience and engagement, defining the organization's hospitality philosophy and evolving resident experience frameworks. Establish enterprise-wide standards supported by policies and toolkits, partnering with executive directors and community leadership to tailor service elements while ensuring adherence through governance processes. Design and continuously improve experiences across key touchpoints including onboarding, dining, wellness, and care transitions, systematically gathering resident feedback to incorporate perspectives into organizational decision-making. Monitor industry trends, pilot new approaches, and establish metrics dashboards to track satisfaction and identify improvement opportunities. Manage an annual operating budget for initiatives and collaborate with HR to develop training programs that embed resident experience principles into service delivery.