Corporate Director of Experience

Overview

We are seeking a dynamic and high-impact Corporate Director of Experience (DOE) to shape and elevate the resident and family experience across all Fellowship Square and Christian Care communities. The DOE will create and continually improve customer experience programs that drive satisfaction, loyalty, and retention, while managing customer service, hospitality, strategy, and outcomes aligned with our Mission, Vision, and Values.

Reporting directly to the Chief Sales, Marketing, and Experience Officer, the DOE will foster brand loyalty and ensure a customer-centric approach across all business operations. Collaborating with departments, the DOE will oversee the entire customer journey, from initial contact through residency, ensuring consistency in customer experiences.

The ideal candidate will have exceptional communication, leadership, and people management skills, with a proven ability to develop strategy, collaborate across teams, and drive the big picture vision for senior living and the resident experience. The DOE will also support Experience Directors at each community, championing innovation, engagement, wellness, and program excellence.

Responsibilities

Resident Experience Strategy & Implementation

• Assist in the development and execution of company-wide resident experience programs for Independent Living, Assisted Living, and Memory Care. This includes activities, events and programs that cater to residents' interests and needs, promoting social, spiritual, intellectual, and physical engagement.
• Collaborate with the Chief Sales, Marketing, and Experience Officer to implement and evaluate programs and technology that drive resident satisfaction and experience.
• Ensure experiences align with our values, brand, and hospitality standards.
• Ensure that our company signature experience programs are understood and applied at each community.
• Support and implement innovation that drives engagement and experience.

Training & Team Development

• Support hiring, onboarding, and mentoring of community-level Directors of Experience.
• Create ongoing training programs and best-practice resources to elevate program delivery.
• Encourage and review programs that are community specific, and resident driven.
• Train, support, and help develop community teams members and leadership, ensuring Christian Care / Fellowship Square's signature programs are understood and applied.
• Empower employees in each community, through training and support to drive, to deliver service and hospitality expectations at the highest level.
• Lead by example-modeling excellence, collaboration, and service-minded leadership.
• Provide direction and support to community DOE, in planning and executing active and engaging programs within company standards. This includes educational, social, spiritual, and well-being.

Innovation & Program Development

• Help design and pilot signature programs that drive resident satisfaction, wellness, social connection, and enrichment.
• Help develop and determine cost associated with programs and innovation that drives resident experience and engagement.
• Stay ahead of industry trends to evolve offerings in lifestyle, activities, education, well-being and engagement.
• Leverage resident feedback and data to ensure offerings remain fresh, relevant, and impactful.
• Monitor resident satisfaction with community programming and make recommendations and program modifications based on feedback received.
• Partners with DOE at each community to offer support and drive consistency in standards and programming.
• Assist in creating policies and procedures relating to Resident Experience.
• Work with dining services to ensure all dining options and services are aligned with specific activities and themes.

Quality Assurance & Compliance

• Conduct regular site visits to communities to ensure consistency, program integrity, and compliance.
• Monitor performance and satisfaction metrics, reporting outcomes to senior leadership and identifying areas of opportunity.
• Ensure programming and engagement are delivered seven (7) days per week at the communities.
• Ensure all community programs and standards meet regulatory requirements, if applicable.

Cross-Functional Collaboration

• Partner with Dining, Wellness, Sales, Spiritual Life, and Operations to align and enhance overall experience delivery.
• Foster community involvement through family engagement, volunteerism, and local partnerships.
• Promote a sales-minded culture by integrating hospitality and lifestyle into marketing efforts and tours.
• Participate and Facilitate in Corporate and/or Regional Team Meetings, Zoom/Teams Calls, and other required communication and activities.
• Travel to communities to visit and provide support and training, identify areas of opportunity, areas of success, address any resident or family concerns, as needed and ensure adherence to our mission, vision, and values, and programming standards.
• Complete site visit summaries, following visits that are distributed to appropriate individuals.
• Work with Community Teams to develop appropriate actions plans to continually improve resident satisfaction.

Qualifications

• A minimum of a 4-year college degree in marketing, business, or a related field (or equivalent experience).
• Extensive experience in Senior Living: 7+ years in the capacity of Activities, Experience, Programming, Resident Satisfaction, with a proven track record of success in driving engagement in Independent, Assisted, and Memory Care.
• Knowledge: In-depth knowledge of Senior Living best practices, regulations, and programming in a continuum of care.
• Strong Communication and Interpersonal Skills: Ability to effectively communicate with diverse individuals, including residents, families, and staff.
• Leadership and Management Skills: Ability to lead and motivate staff and manage company expectations. Must have a minimum of 4 Years of experience leading and managing a team in a Senior Living setting.
• Organizational Skills: Ability to plan, organize, and implement activities and events and company programs.
• Budget Management: Develops and manages budgets, as needed, for resident experience programs, activities, engagement, & wellness.
• Demonstrated ability to manage conflict and incorporate new methods into existing practices.
• Willingness to follow written and oral instructions, with a proven record of teamwork and collaborative problem solving.
• Proficient in reading, writing, and speaking English.
• Capable of making independent decisions and remaining calm under pressure.
• Excellent interpersonal skills with the ability to interact tactfully with personnel, residents, and visitors.
• Strong knowledge of competitive markets, demographics, and administrative practices.
• Competency in computer operations and the use of personal computers.

Why Join Fellowship Square?

• Purpose-Driven Work: Be a part of a community that values compassion, intentional planning, and the genuine care of every prospect's journey.
• Professional Growth: Lead and develop a dedicated team while driving strategic initiatives in a thriving senior living environment.
• Collaborative Culture: Engage with industry professionals and contribute to innovative marketing and sales strategies that make a real difference.

Benefits:

• Daily pay option available.
• Medical, dental, and vision insurance options.
• Paid time off and paid sick leave.
• 403b company matched retirement plan.
• Career Growth Opportunities.
• The company provides a $15,000 life insurance payout, with the option to purchase additional coverage.
• Employee assistance program and much more!

Pay Rate: The starting pay rate for the positions is $90,000 per year, with compensation varying based on experience and qualifications.

About Us:

Christian Care is the largest provider of non-profit senior living in Arizona. Christian Care owns and manages five (5) Fellowship Square Senior Living Communities, and three (3) Christian Care Manor Communities.

As a company, we take great pride in delivering an exceptional living experience to our residents and fostering a warm, family-like environment for our team.

Website: fellowshipsquareseniorliving.org

Fellowship Square Christian Care is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will be considered without regard to race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.