National Customer Relations Director

Recognized by Newsweek in 2024 and 2025 as one of Americas Greatest Workplaces for Diversity

Make Lives Better Including Your you want to work in an environment where you can become your best possible self join us! Youll earn more than a paycheck; you can find opportunities to grow your career through professional development as well as ongoing programs catered to your overall health and suite of health insurance life insurance and retirement plans are available and vary by employment status.

Part and Full Time Benefits Eligibility

• Medical Dental Vision insurance
• 401(k)
• Associate assistance program
• Employee discounts
• Referral program
• Early access to earned wages for hourly associates (outside of CA)
• Optional voluntary benefits including ID theft protection and pet insurance

Full Time Only Benefits Eligibility

• Paid Time Off
• Paid holidays
• Company provided life insurance
• Adoption benefit
• Disability (short and long term)
• Flexible Spending Accounts
• Health Savings Account
• Optional life and dependent life insurance
• Optional voluntary benefits including accident critical illness and hospital indemnity Insurance and legal plan
• Tuition reimbursement

Base pay in range will be determined by applicants skills and experience. Full-time associates in role are also eligible for an annual bonus incentive. Temporary associates are not benefits eligible but may participate in the companys 401(k) program.

Veterans transitioning active duty military personnel and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen Brookdale offers to advance fees for naturalization (Form N-400) application costs up to $725 less applicable taxes and withholding for qualified associates who have been with us for at least a year.

The application window is anticipated to close within 30 days of the date of the posting.

Leads the Resident and Family Connection issue resolution program for Brookdale an integral component of the companys Customer Experience strategy. Supervises a team that monitors resolutions of all customer inquiries and feedback: complaints compliments survey comments social media posts and online reviews. Responds to complaints sent directly to C-Suite and other Senior executives. Partners with Division Presidents and Vice-President of Operations to ensure accountability for timely issue resolution. Reviews processes procedures and makes improvements to ensure that customers are satisfied with responses from Brookdale.

1. Oversees process for residents and families regarding any issue that they believe is unresolved to their satisfaction.
2. Leads the Resident & Family Connection team to work with residents families and appropriate Brookdale staff to seek positive resolution to complaints/issues.
3. Responsible for overseeing follow up activities on issues delegated to the field to ensure follow up/resolutions occur to all issues.
4. Serves as an escalation point for complex inquiries and complaints.
5. Writes executive responses to resident and family concerns that are directed to senior leadership.
6. Partners with senior leaders on customer service initiatives as needed such as Company and 3rd party surveys.
7. Works with other department heads to ensure seamless integration of issue resolution process.
8. Leadership role on the Severe Weather First Response Team working to help coordinate communication and handle inquiries from impacted communities residents and families.
9. Approves credits to customers within financial parameters set for the position.
10. Evaluates talent and coachs staff for improvement and career growth.
11. Ensures that accurate records are kept on all communications with customers by managing the customer service database.
12. Compiles reports for senior leadership that provides insight into the volume nature and resolutions of all resident and family inquiries.

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Education and Experience

• Bachelors degree in Marketing Business or a related field required.
• Minimum five years experience with direct in person customer interaction required. Additional years of relevant experience can be substituted for the education requirement on a year for year basis.
• Previous leadership experience preferred.
• Has knowledge to direct multiple functions and/or departments with full responsibility for operational results.
• Ability to quickly assess and possibly diffuse volatile situations by providing a tactful response via telephone or in writing. Excellent written and verbal communication skills.
• Strong analytical skills and the ability to identify trends and make appropriate adjustments to organizational wide process.

Certifications Licenses and Other Special Requirements
None

Management/Decision Making
Makes analytical decisions and is accountable for all actions made by a department or group. Uses a high degree of analytical ability using sound judgment acquired through significant experience to solve complex and varied problems that could result in substantial loss of reputation.

Knowledge and Skills
Has significant knowledge of an advanced discipline with a working knowledge of related fields. Has significant knowledge of the organization work environment and process. Has knowledge to direct multiple functions and/or departments with full responsibility for operational results. Ability to quickly assess and possibly diffuse volatile situations by providing a tactful response via telephone or in writing. Excellent listening skills while engaged in emotional resident and family conversations discerning key points to be used in later follow up situations. Excellent written and verbal communication skills. Strong analytical skills and the ability to identify trends and make appropriate adjustments to organizational wide process.

Physical Demands and Working Conditions

• Standing
• Requires interaction with co-workers residents or vendors
• Walking
• Sitting
• Occasional weekend evening or night work if needed to ensure shift coverage
• Use hands and fingers to handle or feel
• Reach with hands and arms
• Stoop kneel crouch or crawl
• Talk or hear
• Exposure to latex
• Ability to lift: Up to 25 pounds
• Possible exposure to blood-borne pathogens
• Requires Travel: Occasionally
• Vision

Brookdale is an equal opportunity employer and a drug-free workplace.