Job General Manager

Join Sunrise Senior Living

When you join Sunrise Senior Living, you will be able to use your unique skills to empower residents to live longer, healthier, and happier lives. Not only will you build meaningful relationships with residents, their families, and team members alike, you will also gain joy in serving others and deep fulfillment in your work. Explore how you can follow your passions and shed light on meaningful ways to serve, grow, and shine together.

Sunrise Senior Living was again certified as a Great Place to Work by Activated Insights. This is the 8th time Sunrise has received this top culture and workplace designation, highlighting the special place Sunrise is to be a part of.

Job Overview

The General Manager is responsible for overall leadership, management, and success of their community with 250+ units. These responsibilities include but are not limited to financial management, hiring, supervising, training, team member relations and recognition, communication, family services, resident well-being, quality assurance, and regulatory compliance. Additionally, a key component of this position is the ownership of the Sales and Marketing process to ensure maximization of revenue and our market position. At Sunrise, we pride ourselves as pioneers of the senior living industry in setting standards of excellence; we strive to provide care & services to seniors better than anyone. The General Manager is expected to create, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members.

Responsibilities & Qualifications

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

Inspiring Others

• Motivate individuals toward higher levels of performance that are aligned with the organization's vision and values.
• Communicate a clear, customer focused vision, based upon a Resident Centered Model of care.
• Model a strong belief in mission, vision, and purpose.
• Articulate clearly, in words and behavior, the Sunrise Shared Values, Principles of Service, the Sunrise Team Credo and the Leaders Serve Hallmarks.

Guiding Team Success

• Build, motivate, and guide a cohesive team using appropriate methods and a flexible interpersonal style, to complete team goals.
• Provide clear direction and structure for the team in order to support their success.
• Manage effectively the talent selection process by utilizing Sunrise best practices and resources.
• Embrace workforce diversity.
• Establish stretch but realistic team goals and motivate the team to work together to achieve them.
• Share important and relevant information with the team.
• Ensure consistent and timely orientation and ongoing training is delivered to team members.
• Focus on building team engagement by providing team building opportunities, addressing team member concerns, and guiding the team in conflict resolution.
• Promote the Employee Assistance Program (EAP) as a resource for team members.
• Research and resolve Hotline Call Reports timely and effectively.

Coaching and Developing Others

• Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities and plan and support the development of individual skills and abilities.
• Convey performance expectations and provide timely feedback to ensure performance standards are met.
• Hold effective 1:1 meetings with direct reports.
• Provide feedback and counsel on a continuous basis.
• Support team members' career growth by having regular development-focused conversations.
• Utilize and promote Sunrise's development programs as appropriate to prepare high-potential team members for future roles.
• Build a qualified, internal pipeline for community roles and strive to promote internal team members to key leadership positions.
• Maintain compliance in assigned required training as applicable to this role to ensure that Sunrise standards are always met.

Creating a Culture of Trust

• Foster a work environment that encourages people to act with integrity and treat each other and their ideas with respect, create and protect a high-trust environment by setting an example, advocate for others in the face of challenges, remove barriers to trust, and reward others for demonstrating behaviors that cultivate trust.
• Demonstrate personal integrity and set an example by being honest, keeping commitments and behaving consistently.
• Establish and sustain trusting relationships by accurately perceiving and interpreting own and others' emotions.
• Listen and respond with empathy.
• Treat people with dignity, respect, and fairness.
• Create an environment that results in team members sharing positive feedback related to trust on annual engagement surveys.
• Encourage disclosure and facilitate an open exchange of ideas.
• Advocate for both team members and residents.
• Provide frequent and consistent communication with team, residents, and the community.

Leading Change

• Drive organizational and cultural changes needed to achieve strategic objectives, catalyze new approaches to improve results by transforming organizational culture, systems, or products/services, and help others overcome resistance to change.
• Identify change opportunities that lead to improved customer service, efficiencies, cost reduction, and team member engagement.
• Create momentum by explaining the purpose of change, taking action, and encouraging others to take action to improve organizational culture, processes, or products/services.
• Facilitate transition for team members by helping them overcome resistance, seeking their ideas and feedback, and demonstrating sensitivity to concerns.

Customer Focus

• Ensure that the internal or external customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, craft and implement service practices that meet customers' and own organization's needs and promote and operationalize customer service as a value.
• Achieve outstanding customer engagement and team member engagement survey results, realizing that this is key to achieving customer engagement.
• Lead the development and regular review of the engagement improvement plan.
• Resolve customer concerns effectively through consistent use of the problem resolution program.
• Hold consistent, effective Resident Council meetings.
• Achieve customer referrals on a regular, recurring basis and strive to be above the company average.
• Ensure that the leadership team interacts with residents.
• Maintain a commitment to say "YES" and the courage to say "NO" only when absolutely needed.
• Strive for minimal loss of residents to competitors, with a declining trend that is below company average.

Quality Assurance and Regulatory Compliance

• Strive for excellent quality care and service delivery and institute and ensure corrective action in a timely manner.
• Review customer and secret shopper surveys and act accordingly by instituting appropriate corrective actions in a timely manner.
• Develop a thorough working knowledge of state/province regulations, policies and procedures dictated for residents and ensures compliance.
• Act as the Community Privacy Representative.
• Ensure all resident administrative files are well maintained, current and in compliance with state/province Regulations.
• Follow up on issues identified in the regional team site visit report.
• Follow up on mock survey process.
• Ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements.
• Provide leadership and promotion of the Sunrise Safety and Risk Management policies.
• Review all incident reports and ensure corrective actions are in place in a timely manner.
• Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS) and Lockout Tagout procedures.

Family Services

• Maintain monthly proactive communication with resident's family members or responsible parties via calls, care plan meetings, letters from the Executive Director, etc.
• Oversee the planning of an in-house family event monthly.
• Encourage family involvement via Volunteer Programs.
• Make self available to residents and their families.
• Ensure implementation and maintenance of a family support program.
• Ensure Family Service Meetings are happening regularly according to Sunrise policy.