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 robust 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 setting, 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
- Solid operational, people management, and organisational skills
- Excellent communication, relationship-building, and conflict resolution abilities
- Sound understanding of customer service excellence and continuous improvement
- Current Australian Driver's Licence
- Full Australian working rights

Desirable

- Qualification in Health Services, Business, Hospitality, Aged Care, Management, or a related discipline
- Experience managing hospitality, environmental services, or resident lifestyle programs
- Knowledge of the Aged Care Quality Standards
- Experience with budgeting, workforce planning, and quality management systems

Compliance Requirements

- National Police Check (or willingness to obtain)
- NDIS Worker Screening Check (or willingness to obtain)
- National Personal Insolvency Check
- Sponsorship is not available for this position

Why Join Our Client? Join a values-driven organisation where compassion, respect, and excellence are at the heart of everything they do. You'll have the opportunity to lead meaningful change, empower dedicated teams, and create an environment where residents genuinely feel at home. In return, you'll enjoy a supportive workplace culture, professional development opportunities, and the chance to make a lasting impact every day.

📌 Resident Experience Manager (Rural View)
🏢 Troocoo
📍 Rural View