Director of Operations, Senior Services

Job Description

Built on a culture of safety and integrity, NMS delivers award-winning, integrated support services to a variety of clients in food service, facilities management, camp services, security and hotel management in Alaska and the continental U.S. We are proud to serve not only our original oilfield clients, but also clients from federal, state and local governments, corporate facilities, healthcare institutions, schools and universities, manufacturing centers, and the transportation and telecommunications industry. Our clients have peace of mind knowing we are committed to delivering best-in-class service, and we bring creativity, technology and experience to every project. Our mission is to provide management and support services at a level of quality, value, safety and expertise beyond our clients’ expectations. At NMS, we expect our employees to fulfill that mission in every aspect of their work.

 

The Director of Operations – Senior Services ensures that all assigned units achieve success in financial performance, account retention, elder and client satisfaction, employee training and development, and service quality. This position provides primary operational leadership for Alaska Pioneer Homes and other senior-services accounts, with responsibility for food services and oversight of environmental services, including housekeeping, laundry and linen operations. The Director ensures that NMS standards, policies and procedures are upheld while building and maintaining healthy, effective relationships with residents, families, clients and employees. The position requires an understanding of the service needs of older adults, including individuals with mobility limitations, cognitive or age-related challenges, and varying dietary and personal support needs.

Responsibilities

 

Operations:

• Lead assigned units in maintaining a steady focus on quality, elder-centered food services, environmental services, laundry and related support services provided by NMS.
• Provide primary operational oversight for Alaska Pioneer Homes and maintain a working understanding of each home’s client expectations, elder population, service requirements and operating environment.
• Ensure services support the dignity, independence, comfort, safety and quality of life of residents, including individuals with mobility limitations and other age-related needs.
• Build and maintain effective relationships with residents, families, guardians, client representatives, state personnel and community stakeholders. Address concerns promptly and professionally and ensures appropriate follow-up.
• Maintain up-to-date knowledge of the company’s audit and survey processes and ensure that all units consistently use and support these processes.
• Monitor and support the use of NMS management systems and corporate programs, including Labor Optimization, Procurement Initiatives, Affirmative Action, Total Account Management and Division Marketing Initiatives.
• Ensure units comply with all applicable regulations and contract requirements, including requirements covering food safety, sanitation, infection prevention, workplace safety, licenses, fees and permits.
• Act as a problem solver and strive to resolve difficulties in their earliest stages. Analyze difficult situations, define key issues, develop practical solutions with unit leadership and oversee execution.
• Regularly use the NMS infrastructure as a resource and refer others to it.
• As part of our Alaska Pioneer Homes team, you will help advance the Eden Philosophy of Care by creating meaningful experiences, building relationships, and supporting the dignity, independence, and well-being of every resident we serve.
• Having a working understanding of pertinent Senior Living State of Alaska regulations and statues including but not limited to AS 47.33, AS 47.32, and 7 AAC 75) and environmental/food safety authorities.

Food Services Management:

• Provide leadership and oversight for all food service operations within the assigned senior-services portfolio.
• Ensure meals meet established quality, food safety, sanitation, nutritional and contractual standards while supporting elders’ choice, dignity and satisfaction.
• Work collaboratively with clients, dietitians, healthcare teams and unit leadership to address therapeutic diets, texture-modified meals, allergies, cultural preferences and other resident-specific needs.
• Monitor food cost, resident food cost per day, procurement compliance, menu execution, production controls, waste, participation, satisfaction and service quality.
• Support menu development and dining programs that are appropriate for older adults and responsive to resident preferences and current dining trends.
• Ensure unit teams maintain effective meal-service procedures for residents who need mobility assistance or other accommodations, consistent with contract scope and staff responsibilities.

Environmental Services and Laundry:

• Provide operational oversight and support for housekeeping, environmental services, laundry, linen and related programs within assigned accounts.
• Ensure units maintain clean, safe, sanitary and welcoming environments that support infection prevention, resident comfort and client expectations.
• Monitor housekeeping quality audits, laundry and linen controls, supply utilization, productivity and corrective action plans.
• Ensure environmental services and laundry teams follow applicable company procedures, safety requirements, chemical-control practices and client standards.
• Partner with unit leadership to improve service workflows, staffing models and quality outcomes while respecting elders’ privacy, personal belongings and living spaces.

Financial Management:

• Work with the general manager of each assigned account to develop a business plan and budget based on the contract(s), division and corporate goals.
• Consistently meet financial goals specified in approved budgets and operating plans.
• Analyze financial and statistical data and use this information to implement timely corrective action.
• Monitor revenue, labor, overtime, food cost, supplies, resident food cost per day, laundry expense, housekeeping productivity, scope creep and account profitability.
• Develop accurate 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 to negotiate rates, contract terms, scope changes and other aspects of the business relationship while maintaining a solid and mutually beneficial partnership.
• Maintain familiarity with NMS information systems and technologies and support their consistent use.
• Comply with the company’s audit requirements and processes.

Human Resources:

• Be knowledgeable about and ensure compliance with NMS employment policies and applicable labor requirements.
• Maintain appropriate staffing levels, manage turnover and support recruitment and retention in challenging Alaska labor markets.
• Serve as an effective manager, coach and role model, with strong people skills and a visible presence in assigned operations.
• Monitor unit compliance with legal requirements, including ADA, EEOC, FMLA, OSHA, Wage and Hour, Residential Licensing and other applicable requirements.
• Develop managers by using NMS evaluation and development tools to provide timely, honest and constructive feedback to direct reports.
• Encourage, promote and facilitate formal and informal training, including food safety, resident service, infection prevention, environmental services, laundry operations, safety and supervisory skills.
• Manage succession planning with the needs of the division in mind and develop a reliable pipeline of operational leaders.
• Promote a respectful workplace in which employees, elders, families and clients are treated with dignity.

Business Growth:

• Actively seek internal growth within the base business and identify service enhancements that create measurable value for clients and residents.
• Support new business opportunities among senior living, long-term care and related institutions.
• Maintain up-to-date familiarity with competitors, senior-services trends and relevant operational best practices.
• Assist with proposals, presentations, site assessments, pricing development and new account openings when requested.

Leadership and Communication:

• Champion the culture of NMS and consistently support and promote the NMS mission, core values and management philosophy.
• Build and nurture strong business relationships with clients, elders, family members, state representatives, community partners and employees.
• Represent the company in a professional and positive manner and help protect the NMS brand and reputation.
• Speak and write clearly and convincingly, listen effectively, negotiate appropriately, and deliver effective presentations.
• Communicate complex operational, financial, resident-service and employee matters with good judgment, empathy and discretion.
• Utilize a variety of communication and business tools, including NMS systems, Microsoft Word, Excel, PowerPoint Microsoft TEAM, and Outlook.

Additional Responsibilities may include the following tasks:

• Support new account openings by sharing resources, experience and talent.
• Assist with region and division project teams when requested.
• Assist with training development and delivery when needed.
• Become an active participant in the community, helping NMS establish and maintain a good name.
• This position is responsible for the supervision of staff.
• Other duties that are pertinent to the department or unit’s success also may be assigned.

Qualifications

• High School Diploma or GED equivalent required.• Bachelor’s degree in business administration, hospitality management, healthcare administration, dietetics or a related field preferred, or commensurate experience.• A minimum of 10 years of industry experience, including significant food service management responsibility.• A minimum of 5 years of multi-unit management experience with a minimum managed annual revenue of $10 million.• Senior living, long-term care, assisted living, healthcare, or comparable resident-centered service experience strongly preferred.• Experience overseeing environmental services, housekeeping, laundry or linen operations strongly preferred.• Demonstrated understanding of the needs of older adults, including individuals with mobility limitations and cognitive or age-related challenges.• Requires a valid Driver’s License and an acceptable driving record for the past three (3) years to be eligible under NMS’ vehicle insurance policy.• Proven success managing multiple tasks, projects, accounts and subordinate leaders.• Proficiency in planning, organization, budgeting, forecasting and financial analysis.• Demonstrated understanding of profit attainment, profit growth, labor management, food cost and operational productivity.• Strong ability to lead, build diverse teams, oversee training and maintain productive employee relations.• Excellent client, elder, family and employee relationship skills, including conflict resolution and service recovery.• Personal maturity and poise; the ability to remain composed under pressure, make sound decisions and manage diverse needs and perspectives.• Intermediate skillset in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook.• Working knowledge of general accounting principles and current NMS accounting policies.• Strong communication skills in both written and verbal forms.• Must be fluent in speaking, reading and writing English.

 

Travel:• This position entails extensive travel within the area of responsibility, including frequent travel to Alaska Pioneer Homes and other remote or regional locations.• This position will also entail travel to corporate meetings, training and client gatherings.• The schedule will vary and may occasionally entail evening and/or weekend work.

 

Working Conditions and Physical Requirements Weather: Indoors, environmentally controlled; requires most or all work to be done inside.Noise level: The noise level in the work environment is usually that of a standard office, kitchen, laundry or senior-living environment.Description of environment: Office and operational environments within senior living and support-service facilities.Physical requirements: Employee is required to occasionally lift and/or move up to 25 lbs. This position is frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell and carry weight/lift.Travel: Employee may travel up to 50% of the time to various locations within Alaska and the U.S. and may be required to use alternative modes of transportation, including small airplanes, boats, snow machines and ATVs. Travel is coordinated by NMS.

Competencies NMS Core ValuesSafety guides our behavior.Honesty and integrity govern our activities.Commitments made will be fulfilled.All individuals are treated with dignity and respect.The environment will be protected and sustained.