Justin Grady
CT
Summary
Accomplished senior healthcare operations executive with over 24 years of progressive leadership in senior living, specializing in large multi-site operations that drive occupancy and financial growth. Proven track record in developing executive talent and delivering exceptional experiences for residents, families, and associates, complemented by a reputation for successfully leading organizational turnarounds and managing complex change. Expertise in optimizing processes for maximum efficiency while fostering cohesive, high-performing teams that thrive in dynamic environments. Committed to strategic planning and collaboration, consistently achieving outstanding results through effective oversight of regional operations and the implementation of innovative initiatives.
Operations professional with robust background in leading regional and executive director teams and optimizing processes for maximum efficiency and occupancy. Recognized for strong commitment to team collaboration and achieving results in dynamic environments. Known for strategic planning, adaptability, and fostering cohesive, high-performing teams.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Regional Director of Operations
Benchmark Senior Living
Waltham, MA
01.2013 - 01.2026
- Directed operational management of multi-state regional portfolio to enhance leadership effectiveness and support for 11 executive directors in assisted living and memory care sectors.
- Tailored approaches to align with organizational requirements in multiple regions.
- Formulated and executed operational strategies aimed at increasing occupancy rates, enriching family experiences, and fostering associate engagement in alignment with regulatory requirements.
- Conducted thorough analysis and implemented solutions to boost occupancy satisfaction and drive financial performance in several struggling communities.
- Facilitated teamwork and strengthened partnerships with regional team members to enhance project outcomes.
- Implemented and managed protocols to maintain regulatory compliance and safeguard residents while ensuring operational stability during pandemic.
- Led the teams in the removal of agency post covid and reduced over time to an average of 4%
- Managed year-over-year deficiency surveys to enhance compliance and quality assurrance
- Refined operational processes to improve efficiency and enhance service delivery in senior living environments.
- Formulated and executed strategic initiatives aimed at boosting resident satisfaction and fostering engagement.
- Streamlined operational processes to enhance service delivery across multiple senior living communities.
- Developed and implemented strategic initiatives to improve resident satisfaction and engagement.
- Fostered collaboration between departments to ensure seamless communication and operational efficiency.
- Managed budget forecasting and financial planning to align resources with organizational goals.
- Spearheaded quality assurance programs that elevated care standards within facilities under supervision.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Led cross-functional teams in executing operational plans, achieving compliance with state regulations.
- Analyzed performance metrics to identify areas for improvement and optimize resource allocation.
- Mentored and trained regional managers on best practices in operations management and staff development.
- Ensured successful project completion by establishing clear objectives, milestones, and communication channels.
- Developed strong partnerships with key clients to expand business opportunities and drive revenue growth.
- Collaborated with other Regional Directors to share best practices, align strategies, and foster a spirit of teamwork across the organization.
- Enhanced employee satisfaction with targeted training programs and professional development opportunities.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Reduced expenditures for the region through cost analysis and effective budget management.
- Championed new technology adoption within the region to enhance operational capabilities and improve overall efficiency levels.
- Led cross-functional teams to achieve company-wide goals and initiatives within the region.
- Set team and individual KPIs and provided regular, actionable feedback.
- Refined safety protocols at each location to minimize risk exposure for both employee's well-being as well as company liability.
- Maintained compliance with industry regulations by staying up-to-date on best practices and implementing necessary changes in a timely manner.
- Oversaw regional growth through strategic planning, market research, and competitive analysis.
- Implemented process improvements that increased productivity while maintaining high levels of service quality.
- Coordinated regional marketing efforts to increase brand visibility and attract new customers within the targeted geographical area.
- Built a cohesive regional team through effective recruitment, hiring, onboarding, and ongoing staff development efforts.
- Improved customer satisfaction rates with proactive problem resolution and timely followup.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Monitored budget and utilized operational resources.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Established and monitored quality assurance standards to achieve operational excellence.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Defined, implemented, and revised operational policies and guidelines.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Assisted in recruiting, hiring and training of team members.
Executive Director / Area Executive Director
Benchmark Senior Living
01.2003 - 01.2013
- Progressively promoted through six Executive Director assignments across three states before advancing to Regional Director.
Management Intern
Jewish Community Housing for the Elderly
Brighton, MA
06.2002 - 09.2002
- Conducted research and analysis, developed and wrote three elder care/housing grants with senior management. Developed a resident service model to determine cost effective staffing across JCHE.
- Developed program budgets and evaluated utilization rates with management team to improve cost efficiency. Analyzed variation in each residential service program’s budgets to detect and evaluate any unnecessary expenditures. Created an accounting flow model with vice president to accurately allocate all program expenses.
- Assisted in the development of a relational database that will determine what is needed to provide a healthy environment to allow senior to age in place, and to create a cost effective model of resource allocation that can be replicated nationwide.
- Attended internal and external management and staff meetings to broaden understanding of the independent living environment
- Assisted in developing community engagement programs for elderly residents.
- Coordinated outreach efforts to enhance resident participation in activities.
- Supported administrative tasks, ensuring accurate record-keeping and documentation.
Account Executive
Agnew Carter MS&L
Boston, MA
07.2000 - 08.2001
- Developed, executed and managed public relations programs for Aeterna Laboratories, Agilent Technologies Healthcare Solutions Group (HSG), Eli Lilly and GeneScan.
- Launched several breakthrough medical technologies including ultrasound, patient monitoring, cardiac, and telemedicine devices with senior manager.
- Wrote diverse media materials including, news releases, corporate backgrounders, fact sheets, Q&As, and media pitch letters.
- Successfully marketed Aeterna, Agilent, Eli Lilly and GeneScan’s corporate strategy and products to trade and investor relations media including, ABC News, Modern Healthcare and The Economist.
- Worked as an on-site media consultant at client conferences, publicity events and trade shows.
- Developed and maintained strong client relationships to drive account growth.
- Created tailored marketing strategies to meet diverse client needs and objectives.
Assistant Director of Community Relations
White Plains Hospital Center
White Plains, NY
01.1999 - 06.2000
- Managed several hospital-sponsored events including public information programs, in-house lectures, symposiums, and donor events.
- Implemented a children’s health insurance program in the hospital’s Family Health Center with the lead physician of the center and the Director of Community Relations.
- Planned and wrote public awareness advertisements, press releases and quarterly health update calendars for publication. Supervised graphic artists, designers, photographers and appropriate hospital staff for the productions of various internal and community bound media materials.
- Scheduled and coordinated local news media for all hospital press coverage.
- Served as staff liaison and support for various hospital organizations including the cancer survivor’s day, community health fair, and community service committees.
- Organized and oversaw six office volunteers
- Led strategic initiatives to enhance patient care services and operational efficiency.
- Developed and implemented training programs for clinical staff to improve service quality.
Education
Master of Business Administration (MBA) - Healthcare Management
Boston University Questrom School of Business
Boston, MABachelor of Arts - Psychology
Manhattanville University
Purchase, NY01-1998
Skills
- Multi-site oversight
- Executive Leadership
- Budget management expertise
- ADR maximization
- Growth strategy development
- Occupancy turnaround
- Sales leadership
- Leadership Development
- Financial analysis expertise
- Process optimization
- Regulatory Compliance
- Resident & Family Experience
- Associate Engagement
- Capital Renovations
- Change management expertise
- Process optimization
- Data-driven decision making
- Workforce planning
- Collaborative project management
Accomplishments
● Oversaw approximately 1,300 associates and more than 1,100 residents. ● Managed an average annual revenue of $123M, while targeting a 28-32% operating margin.
● Successfully led operational turnarounds across multiple communities, improving occupancy, resident and family satisfaction, associate engagement, and financial performance.
● Achieved peak regional occupancy of 95% on multiple occasions
● Achieved above company average resident and associate satisfaction scores ● Recipient of every major Benchmark Senior Living’s annual gala awards related to occupancy, customer engagement, customer satisfaction, and culture - including President's Club award
● Promoted numerous department heads into Executive Director positions and mentored several leaders into Regional Director roles.
● Oversaw multi-million capital renovation projects across most of the regional portfolio while maintaining operational excellence.
Certification
- Served as a Board Member to Benchmark's One Company Fund
- Served as a Board Member of the Connecticut Assisted Living Agency
- Served as Vice President of the Organization's CT Governing Authority Board
- Organizational Representative to Argentum
- Argentum LEAD
- Former RIALA and MASS-ALA member
Timeline
Regional Director of Operations
Benchmark Senior Living
01.2013 - 01.2026
Executive Director / Area Executive Director
Benchmark Senior Living
01.2003 - 01.2013
Management Intern
Jewish Community Housing for the Elderly
06.2002 - 09.2002
Account Executive
Agnew Carter MS&L
07.2000 - 08.2001
Assistant Director of Community Relations
White Plains Hospital Center
01.1999 - 06.2000
Bachelor of Arts - Psychology
Manhattanville University
Master of Business Administration (MBA) - Healthcare Management
Boston University Questrom School of Business
CAREER HIGHLIGHTS
- 24 years of progressive executive leadership with Benchmark Senior Living, advancing from Executive Director in Training to Regional Director of Operations.
- Directed a multi-state regional portfolio of 11 assisted living and memory care communities while leading 11 Executive Directors with range of community size from stand alone memory care of 60 units to the largest multi community campus in CT of 160 units
- Oversaw approximately 1,300 associates and more than 1,100 residents.
- Managed an average annual revenue of $123M, while targeting a 28-32% operating margin.
- Successfully led operational turnarounds across multiple communities, improving occupancy, resident and family satisfaction, associate engagement, and financial performance.
- Achieved peak regional occupancy of 95% on multiple occasions
- Achieved above company average resident and associate satisfaction scores
- Recipient of every major Benchmark Senior Living’s annual gala awards related to occupancy, customer engagement, customer satisfaction, and culture - including President’s Club award
- Promoted numerous department heads into Executive Director positions and mentored several leaders into Regional Director roles.
- Oversaw multi-million capital renovation projects across most of the regional portfolio while maintaining operational excellence.
- Served as a Board Member to Benchmark's One Company Fund
- Former Board Member of the Connecticut Assisted Living Agency (CALA)