Operations Support Specialist at Enso Village in Healdsburg, CA

Job description

• The Operations Support Specialist plays an important role in supporting a positive, responsive, and well-coordinated resident experience across Enso Village. Reporting to the Director of Operations, this position provides administrative and operational support across Health and Wellbeing, Facilities, Life Enrichment, and Nourishment, helping ensure resident needs and service requests are effectively coordinated across departments.
• The Operations Support Specialist oversees the Concierge team and serves as a key point of connection between residents and community operations. This position supports resident onboarding and transitions, front desk services, maintains accurate resident information and documentation, and assists the Director of Operations with operational and regulatory responsibilities.
• The ideal candidate is highly organized, service-oriented, collaborative, and comfortable managing multiple priorities while building positive relationships with residents, families, and team members.

Responsibilities

• Resident Experience & Support
• Acts as a primary resource for residents seeking general information, department contacts, community services, or guidance with operational resources.
• Respond to resident questions and concerns with professionalism, empathy, and timely follow-through, coordinating with the appropriate department when additional support is needed.
• Support communication and coordination between residents and the Health and Wellbeing, Facilities, Life Enrichment, and Nourishment departments.
• Track and follow up on resident service requests to help ensure concerns are appropriately addressed and resolved.
• Collaborate with department leaders and team members to support a consistent, high-quality resident experience.
• Maintain appropriate confidentiality and protect resident information in accordance with applicable privacy requirements and community policies.
• Concierge Oversight
• Provide day-to-day leadership and supervision of the Concierge team, promoting professional, welcoming, and responsive service.
• Hire, onboard, train, schedule, coach, and conduct performance evaluations for Concierge team members.
• Establish clear expectations and ensure appropriate Concierge staffing coverage based on community needs.
• Monitor and respond to resident requests related to community amenities, services, and general operational needs.
• Ensure Concierge team members are knowledgeable about community programs, services, policies, emergency procedures, and resident service expectations.
• Partner with other departments to ensure Concierge services effectively support residents and overall community operations.
• Operational & Administrative Support
• Provide administrative and coordination support to the Director of Operations across Health and Wellbeing, Facilities, Life Enrichment, and Nourishment.
• Assist with communication, follow-up, documentation, scheduling, and coordination of operational priorities and resident-related matters.
• Maintain organized and accurate resident records, forms, agreements, and other documentation within the scope of the position.
• Support systems and processes that strengthen communication and coordination across operational departments.
• Assist the Director of Operations with audits, inspections, reporting, and other operational or regulatory needs, as assigned.
• Help identify recurring resident concerns or service trends and communicate opportunities for improvement to the Director of Operations.
• Support implementation and consistent application of community policies, procedures, and service standards.
• Participate in community-wide meetings, training, safety drills, emergency preparedness activities, and compliance initiatives as required.
• Perform other duties and special projects as assigned by the Director of Operations.

Requirements

• High school diploma or equivalent required; additional education in hospitality, business administration, customer service, senior living, or a related field is preferred.
• Previous experience in a customer-facing supervisory or operational role; experience in senior living, hospitality, healthcare, or a service-oriented environment is preferred.
• Demonstrated ability to lead, coach, and support team members while maintaining high service standards.
• Strong interpersonal and communication skills with the ability to build positive relationships with residents, families, and team members.
• Strong organizational, time-management, problem-solving, and follow-through skills.
• Ability to manage multiple priorities and respond effectively to changing operational and resident needs.
• Ability to work independently while collaborating effectively across multiple departments.
• Ability to remain calm, professional, and responsive during emergencies or challenging situations.
• Demonstrated respect for resident privacy, confidentiality, dignity, and individual preferences.
• Professional demeanor and strong commitment to hospitality and service.
• Proficiency with computers and standard office software; ability to learn community-specific systems and technology.
• Flexibility to work varying schedules, including occasional evenings, weekends, and holidays, based on community needs.
• Compassionate, patient, collaborative, and resident-centered approach to service.

Skills

Required

• High school diploma or equivalent
• Ability to manage multiple priorities
• Flexibility to work varying schedules

Benefits

• Enso Village is committed to equal pay and transparency. The annual base salary range for this position is $72,500-$82,500. This range provided as a general guideline and compensation decisions are dependent on a variety of factors, including candidate’s work experience, education/training, key skills, external non-profit market data, and business considerations.
• We provide team members with a supportive and inclusive work environment focused on health and well-being. Full-time team members are offered a comprehensive benefits package, including:
• Comprehensive Benefits: Medical, dental, and vision coverage available starting on your first day of employment.
• Life & Disability Insurance: Company-paid life insurance and long-term disability coverage.
• Retirement Savings: 403(b) plan with a generous employer match to help you plan for the future.
• Generous Paid Time Off: Paid annual vacation, sick days, personal days, and holidays.
• Healthy Meals: Subsidized organic, nutritious meals available daily.
• Professional Development: Opportunities for ongoing career growth and development within the organization.