Assistant VP of Resident Experience

Vi Living•Chicago, IL

16d

About The Position

The AVP of Resident Experience is responsible for leading initiatives that enhance the overall resident experience across the continuum of care. This role champions excellence in lifestyle programming, resident engagement, hospitality, service delivery, and overall satisfaction by shaping and curating the resident experience across functional areas. By leveraging the Vista 360 brand, this role advances our commitment to empower, elevate, and enliven the lives of residents across our communities. The AVP of Resident Experience provides enterprise-level leadership across all community departments, ensuring resident experience initiatives are embedded into daily operations and service delivery throughout the community. Through strategic oversight and cross-functional leadership, the AVP ensures employees, residents, prospective residents, and their families experience exceptional service and meaningful opportunities that enhance overall quality of life. Performs other duties as assigned.

Requirements

Demonstrated strategic leadership ability to design and implement inclusive life enrichment and lifelong learning programs, while building effective relationships across community operations and corporate teams to lead cross-functional initiatives.
Excellent verbal and written communication skills to respond to sensitive issues and convey the company’s message to employees, residents or families as needed.
Track record of leadership in developing and advancing initiatives and culture within a framework of continuous improvement.
Takes appropriate and timely action to drive outcomes and ensure objectives are achieved.
Demonstrates excellent analytical and deductive reasoning, sound judgment, and effective problem-solving skills.
Applies strong project management skills to plan, execute, and deliver initiatives on time and with measurable results.
Proven ability to lead cross-functional teams and drive strategic initiatives by creating alignment, shared ownership, and collaboration with leaders who do not have a direct reporting relationship
Broad business and financial acumen. Ability to develop, analyze and manage departmental budgets.
Agile and responsive to shifting priorities in both community and corporate environments.
Uses discretion in handling confidential information and demonstrates knowledge of federal, state, and local laws related to senior congregate living, elder care, and assisted living, ensuring compliance with all applicable privacy, confidentiality, and regulatory requirements.
Expertise regarding wellness philosophy, physiology and psychology of aging, and medical conditions.
Proficiency in computer applications, including MS Office, as well as audio/visual, presentation, and publishing software.
Travel is estimated at approximately 30%, with the potential for additional travel at times, particularly when supporting new initiatives or special projects.
Bachelor’s degree or commensurate years of experience is required, preferably in a field related to gerontology, health / exercise science, etc.
Minimum 10 years management experience with at least 5 years in senior living community operations or leadership in a corporate or regional setting is required.

Nice To Haves

Master’s degree is preferred.

Responsibilities

Provides strategic leadership for company-wide resident experience (including Vista 360 wellbeing) by partnering with executive leadership, community Lifestyle teams, and key corporate stakeholders to drive long-term planning, innovation, and resident experience initiatives.
Develops and implements programs, systems, processes and education to ensure consistent delivery of lifestyle, resident and employee wellness experiences, and certain resident services and amenities. Leads Vi’s Lifestyle teams delivering standards, program and services.
With other operations functional leaders, help develop, execute and support initiatives meant to enhance and improve overall resident and employee experiences aligned with Vista 360 wellbeing approach.
Creates and enforces company standards for resident experiences, core programs, and related environments (e.g., fitness centers, meeting facilities, communications, newsletters).
Partners with external organizations and contractors to plan and improve resident experience initiatives.
Oversees the resident satisfaction survey process; analyzes results, shares findings with leadership, and guides improvement actions.
Uses survey insights and resident feedback to enhance or create new products, services, and experiences aligned with Vista 360.
Develops customer service strategies that address resident, prospective resident, and family member needs.
Evaluates, supports, and promotes best practices for the onboarding and integration of new residents across all communities to ensure a consistent, welcoming, and high-quality experience.
Establishes quality indicators and drives continuous improvement for resident experience programs through performance improvement and QAPI initiatives.
Partners with Resident Care leadership to ensure alignment with wellness standards and the Philosophy of Care.
Participates in Vi’s Vi-Q committee to advance quality, consistency, and compliance in Care Centers.
Supports Care Center–based QAPI activities by ensuring Lifestyle Managers collaborate with Care Center leadership to promote quality, compliance, and operational alignment.
With other operations functional leaders, help develop, execute and support initiatives meant to enhance and improve overall resident and employee experiences aligned with Vista 360 wellbeing approach.
Partners with HR leadership to integrate wellbeing into employee benefits, wellness initiatives, and Respect, Equity, Diversity & Inclusion (REDI) efforts.