Location
Stanthorpe QLD
Work Type
Permanent Full-Time
Create Exceptional Experiences.
Lead with Heart.
Make Every Day Meaningful.
Troocoo is proud to partner exclusively with a respected and well-established not-for-profit aged care provider to recruit an experienced
Resident Experience Manager
This is an exciting leadership opportunity for someone passionate about creating exceptional experiences for older Australians.
You'll oversee the delivery of high-quality hospitality, lifestyle, environmental, and support services, ensuring residents feel safe, valued, and truly at home while leading a dedicated multidisciplinary team.
About The Role
As the Resident Experience Manager, you will be responsible for the day-to-day leadership of resident lifestyle and hospitality services, ensuring exceptional service delivery across catering, cleaning, laundry, maintenance, and lifestyle programs.
Working closely with the Residential Manager and clinical team, you'll foster a positive culture that places residents at the centre of everything you do.
Key Responsibilities
Resident Experience & Service Delivery
Lead and continuously improve the overall resident experience across all non-clinical services
Ensure hospitality, lifestyle, environmental, and maintenance services meet organisational standards
Promote a welcoming, safe, and engaging environment that supports resident wellbeing and independence
Respond to resident and family feedback to continuously improve service quality




Ensure compliance with the Aged Care Quality Standards and organisational policies
Leadership & Operations
Lead, coach, and develop multidisciplinary teams across hospitality and resident services
Manage staffing, rostering, budgets, and operational resources effectively
Build strong relationships with residents, families, staff, and external service providers
Drive a culture of continuous improvement, accountability, and teamwork
Monitor service performance and implement initiatives to enhance resident satisfaction
Compliance & Quality
Ensure compliance with workplace health and safety, infection prevention, and risk management requirements
Maintain accurate operational documentation and reporting
Support accreditation activities and quality improvement initiatives
Participate in organisational projects and strategic planning as required
About You
You're a people-focused leader with a genuine passion for aged care and creating outstanding resident experiences.
You thrive in a collaborative workplace, enjoy mentoring teams, and are committed to delivering high-quality services that improve the lives of older Australians.
Key Selection
Criteria Essential
Previous leadership experience within aged care, healthcare, hospitality, hotels, retirement living, or a similar service environment
Demonstrated experience leading multidisciplinary teams
Strong operational, people management, and organisational skills
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📌 Resident Experience Manager (North Mackay)
🏢 Troocoo
📍 North Mackay