Vice President Operations - Highmark Senior Living

About Highmark Senior Living

Highmark Senior Living is a senior living property management company based in West Des Moines, IA. Highmark oversees the daily operations and general management services for Edencrest communities in Central Iowa. As a leading senior living property manager, our focus is on providing excellent care, innovative life experiences and elevated management services for all our communities.

Core Values/Mission Statement

At Highmark Senior Living, our core belief is quality care and services start here. We understand choosing the right senior living community can be an immense decision. The support a loved one receives begins with trusted professionals who display loyalty to residents, a sense of pride in community and cherish relationships at the highest regard. Seniors and their loved ones can count on Highmark where they will experience comfort and freedom. Our core values are: Commitment to Care, Value, Innovative Living & Vibrant Communities and we look forward to welcoming you into our Highmark family.

Position Summary

The Regional Director of Operations (RDO) provides strategic leadership for both current operations and the development of new senior living options and services. This role provides direct leadership and support to all operations to ensure full compliance with all local, state, and federal regulations through operational excellence in clinical, physical plant management, marketing/sales/census development, and team culture. In close collaboration with the Hubbell senior executive team and the Highmark team, the RDO ensures the highest possible levels of quality services with specific attention to hospitality and customer satisfaction, financial viability, the seamless and integrated delivery of services and expansion of Highmark Senior Living. This position provides leadership to advance the strategic short and long-term goals of the company and ensure the accomplishment of financial performance and growth.

Essential Duties and Responsibilities

• In alignment with Highmark’s mission and vision and in full collaboration with the executive leadership team, the RDO leads the development and implementation of long-term and short-term strategic goals and objectives for Highmark Senior Living. 
• Leads and provides strategic oversight for the operation of Highmark Senior Living services including independent living, assisted living, and memory care support through the operations team to ensure ongoing implementation of Highmark’s standards, a consistent customer experience and regulatory compliance.
  • Assess operational challenges and opportunities for success in the communities and defines/collaborates to develop additional improvement strategies, with assigned accountabilities and measurable results. Assures the plans move forward to achieve operational excellence while also driving forward for growth and expansion of our services. 
  • Communicates the goals and provides necessary leadership direction to achieve them.
• Provides oversight for the execution of work plans associated with goals and objectives in a    collaborative manner with the senior executive team at Hubbell, Highmark divisional team (e.g., Regional Operations, Sales & Marketing, Clinical, Life Enrichment, etc.), Executive Directors, and other key leaders.
• Provides strategic leadership and direction to meet the future growth and business development of the company as these align with the organization’s vision and strategies.
  • Participates in the identification of new markets, products, services, and innovations for the organization.
  • Leads the development of new concepts, strategies and implementations of new services or communities in full collaboration with the executive leadership team.
  • Participates in and/or leads discussions related to new partnerships to further the mission and vision of Highmark Senior living. 
• Builds a culture of trust, accountability, and results-focus through frequent and effective communication with associates and residents. Communicates reasonable expectations, supports leaders around them to success, and recognizes positive outcomes. Addresses gaps in performance in a manner which recognizes the effort while holding people accountable for the results. Builds a culture of teamwork, modeling collaborative and results-focused leadership while encouraging innovative ideas and recognizing results.
• Leads the development and implementation of Highmark’s consistent customer experience within our comprehensive array of services. Furthers the organization’s efforts to provide an integrated service delivery model which guides customers within and between Highmark communities and services and/or partner organizations so that we positively impact residents’ health and wellbeing.
• Leads and provides oversight for the development and implementation of Highmark’s operational standards to ensure a consistent experience as well as consistent quality outcomes, including achieving regulatory compliance in all services. Actively monitors appropriate lead and lag indicators related to operations across the company to analyze success and/or identify areas for improvement. Leads, directs and coaches as needed to exceed standards in all areas of operations.
• Leads and manages large projects. Responsible for identifying needs, developing action plans, establishing project plans and timetables, and executing the project within established budgetary and/or time limitations. Actively engages in the development process of new construction projects with a focus on the development and implementation of physical structures, programming of services and day-to-day operations decisions.
• Directs and leads an annual process of establishing operational work plans for each location that are aligned to the overall strategy of Highmark. Using these operational work plans and in collaboration with Finance, coordinates annual budgetary planning processes. Provides leadership, oversight and guidance to the company related to meeting financial and operational expectations across the year.
• Serves the company through leadership and involvement on matters of public attitudes, regulatory issues, and staying abreast of trends in senior living services. Seeks out opportunities for public appearances and presentations before groups and organizations to promote Highmark and its services. Actively participates in appropriate associations and organizations as a representative of Highmark.
• Coordinates, communicates, and collaborates with executive leadership team to achieve results related to the recruitment and retention of leaders and associates, the success of marketing and sales outcomes as evidenced by census levels, the monitoring and reporting of financial data and analyses to allow for meeting budget outcomes, the implementation of technology solutions to apply innovation to services, and the delivery of seamless services for consumers.
• Performs a variety of other duties and completes projects or other assignments as required. 

Requirements

• Bachelor’s degree in healthcare, business, or a related field. 
• "Over 15 years of proven leadership experience, including 5-8 years in progressive leadership roles, preferably within startup and multi-site companies in the assisted living and senior housing industries.
• Reside in the greater Des Moines metro, Iowa area is expected. 
• A current and valid driver’s license is required. 
• Strong understanding of operational systems from a corporate and local perspective.
• Demonstrated ability to think and act strategically, develop, and communicate a vision for the company, coach and facilitate the development of operations which align with the strategy, and model the way in terms of communication, coaching, mentoring, teamwork, and collaboration.
• A highly effective communicator in person and in writing, in small and large. Strong listening skills with a bend toward seeking first to understand to effectively integrate the opinions and ideas of others.
• A collaborative leader who can influence change while also supporting the decisions of the team. A passionate and driven advocate for ideas that make sense with a sensitivity to operations and financial realities. The ability to be a partner with the team, securing alignment while at the same time challenging thinking, driving innovation, and promoting the bigger picture.
• Strong financial analysis, problem solving and analytical skills necessary to perform effectively and produce favorable outcomes.
• Ability to build lasting, quality, and effective relationships with associates, residents and their families, and the community at large.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook) 
• Ability to maintain confidentiality.
• Willingness to travel up to 50%.

Success Factors

• Energetic, organized, and highly motivated, with the ability to work independently and collaboratively.
• Flexibility and willingness to perform various tasks, with commitment to mission and ethical standards. 
• Ability to develop and maintain positive working relationships with clients, associates, vendors, and contractors. Shows learning agility and the capability to establish processes and programs without existing guidelines, effectively building, and improving operations while managing ongoing business activities.
• Strong and positive leadership skills, including the ability to lead leaders to accomplish the company's work and to influence and champion strategies at the executive level.
• Ability to view the business from a big-picture strategic perspective.
• Ability to work well under pressure, manage multiple projects simultaneously, and meet deadlines.

EEO