Director, Operations

At Welltower, we’re transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious—guided by our mantra: The only easy day was yesterday.

We’re looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.

About the Role

The Director of Operations will be a key member of Welltower’s operating platform, partnering closely with operators to drive scalable and sustainable improvements in operational and financial performance across the portfolio. 

This role will have primary responsibility for supporting operator initiatives to improve resident service delivery, employee engagement and performance in the areas of labor and care management, while also advancing broader Welltower initiatives including operational performance improvement, and employee engagement. 

The successful candidate will combine strong operational expertise, financial acumen, analytical capability, and relationship-building skills. This individual will work directly with operator leadership teams to identify opportunities, develop practical solutions, and support execution that improves resident outcomes, employee experience, and Net Operating Income (NOI). 

Key Responsibilities 

Operator Engagement & Performance Improvement 

• Build strong, trusted relationships with operator executives, regional leaders, and community-level teams. 

• Serve as a strategic and operational partner to operators, helping identify opportunities to improve performance and implement sustainable solutions. 

• Develop a deep understanding of operator performance, organizational capabilities, operating models, and key business challenges. 

• Translate Welltower portfolio insights, data, and best practices into actionable opportunities for individual operators. 

• Establish clear performance objectives with operators and maintain accountability for execution and results. 

• Facilitate cross-operator sharing of successful practices and scalable operating solutions. 

Labor Management 

• Partner with operators to improve labor productivity while maintaining appropriate staffing levels and quality of care. 

• Evaluate staffing models, scheduling practices, overtime, agency utilization, productivity, and labor cost trends. 

• Identify opportunities to align staffing levels with resident acuity, occupancy, and operational requirements. 

• Support operators in developing labor management processes, tools, and performance indicators. 

• Help establish sustainable labor practices that balance financial performance, resident experience, and employee engagement. 

• Monitor labor performance and work with operators to address material variances and emerging trends. 

Care Management 

• Partner with operators to improve care management practices and ensure resources appropriately reflect resident needs and acuity. 

• Support the development and implementation of processes that improve the identification, documentation, and management of resident care needs. 

• Evaluate relationships between resident acuity, staffing, care delivery, and financial performance. 

• Identify opportunities to improve care-related operational effectiveness while maintaining a strong focus on resident outcomes and experience. 

• Collaborate with operators and Welltower teams to identify scalable care management best practices. 

Care Revenue Management 

• Support Welltower’s Care Revenue Management initiatives across the operating portfolio. 

• Partner with operators to strengthen processes for resident assessments, level-of-care determination, documentation, pricing, and ongoing reassessment. 

• Identify opportunities to improve alignment between the services residents require, the services being delivered, and the revenue associated with those services. 

• Develop performance measures and reporting that provide visibility into care revenue opportunities and execution. 

• Partner with operators to implement sustainable processes that improve revenue capture while maintaining transparency and a resident-centered approach. 

Operational Performance 

• Analyze operational and financial performance to identify opportunities to improve NOI. 

• Partner with operators to develop performance improvement plans addressing identified opportunities. 

• Use benchmarking, portfolio data, and operator-specific insights to identify performance gaps and potential solutions. 

• Monitor key performance indicators and assess whether implemented initiatives are delivering expected results. 

• Partner cross-functionally within Welltower to connect operational performance initiatives with asset management, capital, analytics, and other strategic priorities. 

• Help develop scalable playbooks, tools, and processes that can be deployed across multiple operating partners. 

Employee Engagement 

• Partner with operators to identify opportunities to strengthen employee engagement, retention, and frontline leadership. 

• Evaluate employee turnover, retention, recruiting, engagement, and other workforce indicators as drivers of operational performance. 

• Encourage practices that improve the employee experience while supporting labor productivity and resident outcomes. 

• Help operators understand the relationship between employee engagement, resident satisfaction, operating stability, and financial performance. 

• Identify and share successful employee engagement practices across the Welltower operator network. 

Measures of Success 

Success in this role will ultimately be demonstrated through improved and sustainable NOI performance, supported by measurable improvements in key operational drivers, including: 

• Improved labor productivity and labor cost management. 

• Reduced reliance on overtime and agency labor where appropriate. 

• Stronger alignment between staffing and resident acuity. 

• Improved care revenue capture and performance. 

• Improved operational execution against established performance targets. 

• Increased employee engagement and workforce stability. 

• Improved employee retention and reduced avoidable turnover. 

• Strong operator adoption of agreed-upon initiatives and best practices. 

• Demonstrated ability to convert portfolio insights into measurable operator-level results. 

• Strong, trusted relationships with Welltower operating partners. 

Qualifications 

• Significant experience in senior living, healthcare, hospitality, or another complex multi-site operating environment. 

• Strong understanding of senior living operations, particularly labor management, staffing, care delivery, and operating performance. 

• Demonstrated experience improving operational and financial performance across multiple locations or markets. 

• Strong financial acumen with an understanding of the key drivers of revenue, expenses, margins, and NOI. 

• Experience using operational and financial data to diagnose performance issues and drive action. 

• Ability to influence outcomes through partnership rather than direct operational authority. 

• Demonstrated success building relationships with senior executives and field operating teams. 

• Strong problem-solving skills with the ability to move effectively between strategy, analysis, and execution. 

• Excellent communication, facilitation, and executive presentation skills. 

• Ability to manage multiple operators, initiatives, and priorities simultaneously. 

• Willingness to travel regularly to operator and community locations. 

Leadership Profile 

The ideal candidate will be: 

Welltower® Inc. (NYSE: WELL) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.

Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.

Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.

Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet