Chief Operating Officer (COO)

Chief Operating Officer

The Chief Operating Officer (COO) provides executive leadership, operational management, and infrastructure stewardship for a multi-campus Continuing Care Retirement Community. Reporting to the Chief Executive Officer, the COO ensures excellence in resident services, regulatory compliance, financial performance, and long-term asset sustainability across all campuses and levels of care.

The COO plays a central role in capital planning, infrastructure oversight, and operational performance, ensuring that facilities, technology systems, and campus resources are strategically maintained, modernized, and aligned with organizational growth and aging-in-place strategies. The COO partners closely with the Chief Financial Officer and executive leadership to optimize capital deployment, facility investments, and operational efficiency across the organization's physical and technological infrastructure.

Through direct oversight of campus operations, Project Management, Human Resources, and Information Technology, delivered through a hybrid model of outsourced services and internal resident support, the COO translates strategic priorities into consistent, high-quality operational execution while fostering a resident-centered culture across independent living, assisted living, memory care, skilled nursing, and ancillary services.

Key Responsibilities

Operational Leadership & Infrastructure Oversight

• Provide executive oversight of day-to-day operations across all campuses
• Ensure operational consistency, service standards, and policies across communities included contractual partnerships.
• Lead campus executive directors and department leaders in achieving operational, financial, and quality performance goals
• Oversee infrastructure management, including facilities, major building systems, technology platforms, and operational support services
• Ensure operational planning aligns with facility capacity, infrastructure readiness, and long-term campus sustainability
• Provide executive oversight of HR and IT functions, including outsourced IT partnerships and internal resident technology support

Capital Management & Asset Stewardship

• Partner with the CFO to lead capital planning, capital allocation, and long-range infrastructure investment strategies
• Oversee prioritization and execution of capital improvement projects, facility upgrades, and campus modernization initiatives
• Ensure effective lifecycle management of buildings, equipment, and critical infrastructure systems
• Monitor capital project performance, timelines, and budgets to ensure responsible stewardship of organizational assets
• Evaluate and align vendor relationships and major service contracts supporting facilities, infrastructure, and technology
• Support strategic planning for campus development, expansion, and repositioning initiatives

Resident Experience & Quality of Care

• Champion a resident-centered culture focused on dignity, choice, and engagement
• Ensure high standards of care, hospitality, and service delivery across all communities
• Monitor resident satisfaction metrics and implement improvement initiatives
• Support program innovation aligned with aging-in-place, wellness, and hospitality-focused service models
• Ensure facilities, technology, and campus amenities support exceptional resident experience

Regulatory Compliance & Risk Management

• Ensure compliance with federal, state, and local regulations (CMS, state licensing, Life Safety, OSHA, etc.)
• Maintain organizational readiness for regulatory surveys and inspections
• Oversee infrastructure compliance, including life safety systems, emergency preparedness, and environmental standards
• Partner with clinical leadership to manage risk management, quality assurance, and performance improvement programs

Financial & Business Performance

• Collaborate with the CFO on operating budgets, capital investment strategies, and financial forecasting
• Monitor key performance indicators, including operating margins, census, labor costs, and productivity benchmarks
• Identify operational efficiencies and cost management opportunities across campuses
• Support long-range planning related to capacity planning, infrastructure investments, and operational scalability
• Utilize operational and financial dashboards to drive performance and informed decision-making

People & Culture

• Recruit, develop, and retain high-performing leadership teams across campuses
• Foster a culture of accountability, collaboration, and servant leadership
• Support succession planning and leadership development
• Partner with HR to strengthen workforce engagement, retention, and regulatory compliance

Strategic Execution

• Translate board-approved strategy into operational and infrastructure execution plans
• Lead cross-campus initiatives, including facility expansions, renovations, and new service line implementation
• Align operational strategy with campus master planning and long-term capital priorities
• Serve as a key liaison between campus leadership, executive team, and board committees

Qualifications

Education & Experience

• Bachelor's degree required; Master's degree preferred.
• Minimum 10 years of experience in healthcare, hospitality, or multi-site service organization
• Demonstrated experience managing multi-campus operations and complex facilities infrastructure
• Experience with capital planning, construction oversight, or large-scale facility management strongly preferred
• Strong knowledge CCRC operations and regulatory environment preferred

Skills & Competencies

• Strategic leader with strong operational execution capabilities
• Strong financial and capital management acumen
• Experience overseeing infrastructure, facilities, and large-scale operational assets
• Collaborative, mission-driven leader with excellent communication skills
• Proven ability to lead complex organizations through change, growth, and modernization
• Data-driven decision-maker focused on performance, quality, and long-term sustainability

Physical & Travel Requirements

• Ability to travel regularly between campuses
• Occasional evening or weekend availability to support operations and events