Operational Administrator

Position Overview

The Operational Administrator leads day-to-day operations and service delivery for three resident-facing functions: Front-Desk/Concierge Services, Transportation, and Life Enrichment/Activities. This role ensures an exceptional resident experience, operational efficiency, regulatory compliance, and seamless cross-departmental coordination across Independent Living, Assisted Living, Memory Care, and, when necessary, Skilled Nursing. 

Essential Functions include, but are not limited to:

• Foster a hospitality-forward, resident-first culture grounded in respect, inclusion, accountability, and safety. Create, deliver, and promote on-going campus-wide customer service/hospitality training.

• Develop and manage operating budgets; Oversee procurement (contracts for entertainment, transportation vendors, software, supplies); ensure cost controls and value.
• Champion technology adoption to streamline processes and insights.
• Serve as point of escalation for resident feedback; resolve concerns quickly and professionally.
• Communicate transparently about schedule changes, event updates, transportation policies, and service disruptions.
• Lead resident advisory input sessions and publish regular service metrics and improvements.
• Create and chair campus safety and security committee.

Resident Front-Desk / Concierge Operations

• Oversee 24/7 front-desk coverage, service standards, call handling, visitor management, package/delivery intake, and emergency response protocols.
• Support the creation and measurement of quality standards and improvement for each service area and promote the continuous advancement of performance excellence. 
• Create and deliver standardized training for receptionist/concierge staff on hospitality, confidentiality (HIPAA-sensitive contexts), emergency communications, and de-escalation.
• Maintain lobby/readiness standards (cleanliness, signage, postings, event boards, transportation schedules).
• Coordinate with Security, Facilities, Dining, and Clinical teams to resolve resident requests and incidents promptly.
• Provide input for the annual budget process and promotes efficient and effective management of resources in day-to-day operations to continually strengthen the organization’s financial performance.  

Transportation Services

• Plan and manage resident transportation for medical appointments, shopping trips, religious services, outings, and internal shuttle loops.
• Build driver schedules and route plans; ensure preventive maintenance, safety inspections, DOT/DMV compliance, and timely documentation (pre/post-trip logs).
• Establish booking processes, prioritization rules, and equitable access policies.
• Track and optimize on-time performance, ride utilization, wait times, and cost per mile/ride.
• Oversee vendor partnerships (e.g., paratransit providers) as needed; ensure accessibility accommodations and ADA compliance.

Life Enrichment / Activities

• Oversee a dynamic calendar of social, cultural, educational, spiritual, wellness, and intergenerational programs tailored to independent living residents.
• Apply resident engagement frameworks (e.g., dimensions of wellness) to promote purpose, autonomy, and cognitive/physical health.
• Use attendance, feedback, and outcomes metrics to evolve offerings; ensure appropriate staffing, risk assessments, and incident reports for trips/events.

Educational/Professional Qualifications:

• Bachelor’s degree in Hospitality, Gerontology, Health Services, Business Administration, or related field; equivalent experience considered. 
• 3 years of operations leadership in senior living, healthcare hospitality, hospitality, or related service environments. 
• Demonstrated oversight of multi-function teams (e.g., front desk/concierge, transportation, activities/life enrichment). 
• Working knowledge of senior living operations, customer service standards, ADA, and safety procedures. 
• Proficiency with scheduling, CRM/ticketing, or resident engagement platforms 
• Valid driver’s license with acceptable MVR; ability to meet insurer requirements.

Knowledge, Skills and Abilities Required:

• Must have operated a multi-functional business in a fiscally responsible way. 
• Strong working knowledge of the cultural differentiators within a faith-based, mission driven organization and the impact that culture has on business operations. Ability to support organizational values.
• Strong project management skills, critical thinking skills with proven ability to establish goals, timelines and action plans as well as follow-through. 
• Excellent verbal and written communications skills.  Strong conflict resolution skills.
• Passion for the mission of the organization; outgoing, highly visible and accessible. 
• Always striving for excellence, continuous improvement and alignment with the organizational strategy. 
• Organized and focused on multiple priorities in a dynamic environment. 
• Track record of managerial success. 

Salary : $80,000 - $85,000