Director of Operations, Senior Services

NANA Management Services•Anchorage, AK

About The Position

The Director of Operations – Senior Services provides primary operational leadership for Alaska Pioneer Homes and other senior-services accounts. The role is accountable for financial performance, account retention, elder and client satisfaction, employee training and development, and service quality. It oversees food services and provides operational oversight of environmental services, including housekeeping, laundry and linen operations. The Director ensures NMS standards, policies and procedures are upheld and builds effective relationships with residents, families, guardians, clients, employees, state personnel and community stakeholders. The position supports resident dignity, independence, comfort, safety and quality of life, with an understanding of the needs of older adults, including those with mobility limitations, cognitive or age-related challenges, and varied dietary or personal support needs. The role also helps advance the Eden Philosophy of Care. The Director leads financial planning and account performance, staffing and leadership development, regulatory and contract compliance, service quality, and business growth. The role involves extensive travel within the area of responsibility, including frequent visits to Alaska Pioneer Homes and other remote or regional locations, as well as travel to corporate meetings, training and client gatherings. The schedule varies and may occasionally involve evening or weekend work. Travel may be up to 50% and can involve small airplanes, boats, snow machines or ATVs; travel is coordinated by NMS. Work takes place in office and operational settings within senior-living and support-service facilities. The work environment is indoors and environmentally controlled, with noise typical of an office, kitchen, laundry or senior-living environment. The employee occasionally lifts or moves up to 25 pounds and frequently sits, stands, walks, handles or feels objects, climbs, stoops, kneels, crouches or crawls, talks, hears, sees, tastes, smells, and carries or lifts weight. The position supervises staff; other duties relevant to department or unit success may be assigned.

Requirements

High school diploma or GED equivalent required.
At least 10 years of industry experience, including significant food-service management responsibility.
At least 5 years of multi-unit management experience and a minimum managed annual revenue of $10 million.
Valid driver’s license and an acceptable driving record for the past three years under NMS’ vehicle insurance policy.
Proven ability to manage multiple tasks, projects, accounts and subordinate leaders.
Proficiency in planning, organization, budgeting, forecasting and financial analysis.
Understanding of profit attainment and growth, labor management, food cost and operational productivity.
Strong ability to lead and build diverse teams, oversee training and maintain productive employee relations.
Excellent relationship skills with clients, elders, families and employees, including conflict resolution and service recovery.
Personal maturity and poise, including the ability to remain composed under pressure, make sound decisions and manage diverse needs and perspectives.
Intermediate proficiency in Microsoft Office, including Word, Excel, PowerPoint and Outlook.
Working knowledge of general accounting principles and current NMS accounting policies.
Strong written and verbal communication skills.
Fluent in spoken and written English, including reading.
Willingness and ability to travel extensively within the area of responsibility, with travel up to 50% to locations within Alaska and the U.S.; travel may involve alternative transportation such as small airplanes, boats, snow machines and ATVs.
Ability to occasionally lift or move up to 25 pounds and perform the described frequent physical activities.
Ability to work a variable schedule that may occasionally include evenings or weekends.

Nice To Haves

Bachelor’s degree in business administration, hospitality management, healthcare administration, dietetics or a related field, or commensurate experience.
Experience in senior living, long-term care, assisted living, healthcare or comparable resident-centered services.
Experience overseeing environmental services, housekeeping, laundry or linen operations.
Demonstrated understanding of older adults’ needs, including those with mobility limitations and cognitive or age-related challenges.

Responsibilities

Lead assigned units in delivering quality, elder-centered food, environmental, laundry and related support services.
Provide primary operational oversight for Alaska Pioneer Homes and understand each account’s client expectations, resident population, service requirements and operating environment.
Ensure services support residents’ dignity, independence, comfort, safety and quality of life.
Build and maintain relationships with residents, families, guardians, client representatives, state personnel and community stakeholders; respond to concerns and ensure follow-up.
Maintain knowledge of audit and survey processes and ensure units use and support them consistently.
Monitor use of NMS management systems and corporate programs, including Labor Optimization, Procurement Initiatives, Affirmative Action, Total Account Management and Division Marketing Initiatives.
Ensure compliance with applicable regulations and contract requirements, including food safety, sanitation, infection prevention, workplace safety, licenses, fees and permits.
Identify and resolve operational problems, develop practical solutions with unit leadership, and oversee execution.
Use NMS infrastructure and refer others to it as a resource.
Support the Eden Philosophy of Care by creating meaningful experiences and supporting residents’ relationships, dignity, independence and well-being.
Maintain a working understanding of relevant Alaska senior-living regulations and environmental and food-safety authorities.
Lead and oversee food-service operations; ensure meals meet quality, safety, sanitation, nutritional and contractual standards and support resident choice and satisfaction.
Collaborate with clients, dietitians, healthcare teams and unit leadership on therapeutic diets, texture-modified meals, allergies, cultural preferences and other resident needs.
Monitor food costs, procurement, menus, production controls, waste, participation, resident food cost per day, satisfaction and service quality.
Support menu development and dining programs appropriate for older adults and responsive to resident preferences and dining trends.
Ensure meal-service procedures accommodate residents who need mobility assistance or other support within contract scope and staff responsibilities.
Oversee housekeeping, environmental services, laundry, linen and related programs; ensure clean, safe, sanitary and welcoming environments.
Monitor housekeeping audits, laundry and linen controls, supply use, productivity and corrective action plans.
Ensure environmental-services and laundry teams follow company procedures, safety requirements, chemical-control practices and client standards.
Partner with unit leadership to improve workflows, staffing models and quality while respecting residents’ privacy and personal belongings.
Work with each account’s general manager to develop business plans and budgets aligned with contracts and division and corporate goals.
Meet financial goals in approved budgets and operating plans; analyze financial and statistical data and implement corrective actions.
Monitor revenue, labor, overtime, food and supply costs, resident food cost per day, laundry expense, housekeeping productivity, scope changes and account profitability.
Develop forecasts and communicate financial risks, opportunities and recovery plans to the Vice President of Operations and other stakeholders.
Work with the Vice President of Operations, controller and client on rates, contract terms, scope changes and other business matters while maintaining a mutually beneficial partnership.
Maintain familiarity with NMS information systems and technologies and support their consistent use; comply with company audit requirements and processes.
Ensure compliance with NMS employment policies and applicable labor requirements; maintain staffing levels and manage turnover while supporting recruitment and retention.
Coach and role-model effective management, with strong people skills and a visible presence in assigned operations.
Monitor compliance with legal requirements, including ADA, EEOC, FMLA, OSHA, Wage and Hour, Residential Licensing and other applicable requirements.
Develop managers using NMS evaluation and development tools and provide timely, honest and constructive feedback to direct reports.
Promote and facilitate training in areas including food safety, resident service, infection prevention, environmental services, laundry operations, safety and supervisory skills.
Manage succession planning and develop a pipeline of operational leaders.
Promote a respectful workplace where employees, elders, families and clients are treated with dignity.
Seek growth within existing business and identify service enhancements that create measurable value for clients and residents.
Support business opportunities in senior living, long-term care and related institutions; maintain familiarity with competitors, industry trends and operational best practices.
Assist with proposals, presentations, site assessments, pricing and new account openings when requested.
Champion NMS culture, mission, core values and management philosophy; represent the company professionally and protect its brand and reputation.
Build business relationships with clients, elders, families, state representatives, community partners and employees.
Communicate clearly, listen effectively, negotiate appropriately, present effectively, and handle complex matters with judgment, empathy and discretion.
Use NMS systems and business tools, including Microsoft Word, Excel, PowerPoint, Microsoft Teams and Outlook.
Support new account openings, regional and division project teams, training development and delivery, and community participation as needed.