Head of Resident Operations

Shape the future of Retirement Living.

At Keyton, we’re creating places where communities thrive.

As our Head of Resident Operations, you’ll play a pivotal role in shaping the experience of more than 15,000 residents across one of Australia’s largest and most respected retirement living portfolios.

This is an opportunity to influence strategy at the highest level, lead a nationally dispersed workforce, and create meaningful impact for residents, employees and investors alike.

If you’re an experienced operational leader who thrives on complexity, inspires high performance, and believes exceptional customer experiences begin with exceptional leadership, we’d love to hear from you.

About Keyton

With over 65 villages across Australia, 15,000+ residents and 800+ passionate employees, we’re leading the way with heart, for a new age of retirement living.

For more than 30 years, we’ve been creating vibrant communities where people feel connected, supported and empowered to live well. Everything we do is guided by our purpose and our values. We lead with heart, put residents at the centre of every decision and believe out people are the key to our success.

The Opportunity

As a member of Keyton’s Executive Leadership Team, reporting directly to the CEO, you’ll lead the strategy, performance and culture of resident operations across our national portfolio.

You’ll set the direction for village operations, resident experience and service delivery, while ensuring strong governance, compliance and commercial performance.

This is a highly visible leadership role with the opportunity to shape the future of resident living at Keyton, influence enterprise-wide decisions and build the capability of leaders across the organisation.

Success in this role means balancing resident outcomes with operational excellence, leading with empathy while delivering strong performance, and creating environments where both people and communities flourish.

What You’ll Lead

You will:

• Set and execute the operational strategy for Keyton’s national village portfolio.
• Drive strong governance, risk management and compliance outcomes, ensuring all villages operate in accordance with legislative, regulatory and industry requirements.
• Take accountability for resident satisfaction, leveraging resident feedback and operational insights to drive continuous improvement.
• Provide executive oversight of significant operational incidents, escalations, complaints and Tribunal matters, ensuring timely and effective resolution.
• Build and maintain strong relationships with residents, resident committees, regulators, industry bodies and other key stakeholders to strengthen engagement and reputation.
• Lead, develop and inspire a high-performing national Resident Operations team, fostering a culture of accountability, ownership, collaboration and customer focus.
• Strengthen leadership capability across regional and village teams through coaching, succession planning, talent development and performance management.
• Champion a safe, inclusive and high-performing culture, embedding safety, wellbeing and sustainability practices into operational leadership and decision-making.
• Set the strategic direction for resident experience, village operations and service delivery, ensuring alignment with Keyton's business plan and long-term growth objectives.
• Drive financial performance across the portfolio through sound operational management, resource optimisation and balanced decision-making that delivers value for residents, Keyton and its investors.

About You
You’re a strategic and commercially astute executive with a proven track record of leading large-scale, multi-site operations.

You know how to navigate complexity, drive performance and lead through change. Just as importantly, you-re a people first leader who understands that strong cultures create exceptional customer outcomes.

You’ll bring:

• Extensive experience in a senior operational leadership role within retirement living, seniors living, hospitality, property, customer service or a comparable multi-site environment.
• Demonstrated accountability for operational performance, governance, compliance and customer experience outcomes.
• Strong commercial acumen with experience managing budgets, performance metrics and operational efficiency initiatives.
• Proven capability leading significant organisational change and transformation programs.
• Experience engaging with executive leadership teams, regulators, government agencies, investors and external stakeholders.
• Exceptional leadership, influencing and communication skills.
• A strong understanding of governance, risk management and compliance frameworks.
• Tertiary qualifications in Business, Commerce, Hospitality or a related discipline.

Why Join Keyton?
At Keyton, you'll have the opportunity to make a genuine difference in the lives of thousands of residents, while helping shape the future of our organisation. In return, we offer:

• Career-defining opportunities to lead, influence and create lasting impact
• Executive incentive opportunities
• Four annual wellbeing days in addition to your standard leave entitlements
• A collaborative and values-led culture Employee referral program
• Reward and recognition programs
• Health and wellbeing initiatives
• Exclusive access to the Sonder mental wellbeing app
• Discounted health insurance, annual vaccinations and skin checks.

Ready to Lead with Heart?

If you're energised by the opportunity to lead at scale, build exceptional teams and create experiences that enrich the lives of residents across Australia, we'd love to hear from you.

Apply today and tell us about the impact you’ve made leading operational performance, customer outcomes and organisational success in complex environments.

Please note: The successful applicant must complete a Police Check, Bankruptcy Check & will be required to receive an annual flu vaccination between the months of May-November, with supporting documentation prior to joining.