Job Description

Full-time | $110,000 + super

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Resident Experience Manager

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Pathways Health Management | Cronulla, Sydney NSW

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Full-time | $110,000 + super

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Make a Meaningful Difference in the Lives of Our Residents

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At Pathways Health Management, we believe aged care should be more than providing care — it should be about creating an environment where residents feel valued, respected, connected and truly at home.

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We are looking for a passionate and highly capable Resident Experience Manager to lead the resident journey at our Cronulla residence and help us deliver an exceptional standard of service.

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This is an opportunity for someone who combines genuine care with robust leadership, has a passion for hospitality and service excellence, and enjoys creating memorable experiences for residents and their families.

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What's in it for you?

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- $110,000 + superannuation
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- An opportunity to shape and elevate the resident experience in a premium aged care environment
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- Paid training and leadership development opportunities
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- Access to scholarships and professional development initiatives
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- Reward and recognition programs
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- Mental health and wellbeing resources
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- Staff events, conferences and organisational initiatives
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- A supportive environment where your ideas and leadership can make a real difference
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Your Role

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As the Resident Experience Manager, you will be the key point of contact for our residents, families,



representatives and visitors.

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You will oversee the resident experience from admission through to discharge, ensuring every interaction reflects our commitment to service excellence and the Pathways luxury residence standards.

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You will lead and coordinate:

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- Resident enquiries, admissions and settling-in experiences
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- Resident liaison and personalised support services
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- Dining and hospitality experiences
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- Housekeeping and maintenance request services
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- Resident discharge and transition experiences
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- Special occasions, celebrations and milestone events
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- Resident and family feedback and enquiries
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- Complaints management, resolution and escalation
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- Coordination of personalised services that enhance residents' quality of life
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You will work closely with our Administration, Catering, Housekeeping and Laundry teams, providing leadership, direction and support to ensure a consistent and exceptional resident experience across the residence.

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What You'll Bring

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We are looking for someone who is professional, warm, confident and genuinely passionate about people.

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You will ideally bring:

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- Relevant tertiary qualifications and experience in areas such as hospitality, tourism, events, leadership, customer service, sales or a related discipline
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- Experience in aged care and/or health administration is highly desirable
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📌 Residential Experience Manager (Dixons Creek)
🏢 Pathways Health Management
📍 Dixons Creek