KAYLAN MOORE
Seattle
Summary
Professional operations manager of 15+ years with proven track record in leading teams and driving business growth. Skilled in strategic planning, operations management, and financial oversight. Known for fostering collaboration, adapting to change, and delivering consistent results. Adept at navigating complex challenges while maintaining focus on organizational objectives and team success.
Overview
16
16
years of professional experience
Work History
Senior General Manager
Aegis Living
Seattle, WA
02.2022 - Current
- Scope of Role: Oversees and guides regional sales and operations for luxury Assisted Living and Memory Care Communities in Seattle. Reports to Chief Operating Officer.
- Manages full P&L for multiple communities, increasing NOI by $1M past two consecutive years through strategic staffing and revenue optimization. Received coveted “Golden Calculator” award for top NOI forecasting accuracy, delivering projections within dollars of final year-end 2025 results.
- Fosters superior culture, evidenced by my region's average employee engagement survey participation (94%), overall satisfaction (91%), turnover (34% compared to company average of 67%), and was certified as US' Great Places to Work by the Great Place to Work Institute. Received “Turnaround Community of the Year” award for Callahan House and Shoreline Communities.
- Prioritizes PEOPLE FIRST in every task and interaction; winner of “Entrepreneur of the Year” award for internal mentorship program and development of Sales Roadmap.
General Manager
Aegis Living
Seattle, WA
03.2020 - 02.2022
- Scope of Role: Managed community sales and operations for luxury Assisted Living and Memory Care Community. Reported to Senior Vice President of Operations.
- Accepted top award enterprise-wide for community census growth (+11%) in the final quarter of 2020, despite COVID-19 challenges. Exceeded census growth and NOI goals, critical to refinance, 4 months before budget.
- Led COVID-19 with zero resident cases and zero transmissions community-wide. Coordinated 100% staff and resident participation in Aegis' first Washington Vaccine Clinic. Interviewed and featured on local (KOMO7) and national (CBS) news for personal role in COVID-19 success, as well as other local publications.
- Received back-to-back regulatory insufficiency-free visits from State due to regulatory excellence at company's highest acuity community.
Director of Operations
Aegis Living
Seattle, WA
02.2019 - 03.2020
- Scope of Role: Manages community sales and operations within Washington portfolio (22 communities) under Senior Vice President of Operations' supervision.
- Recruited by Glassdoor Top 50 Places to Work company, entrusted to improve and elevate operations for communities identified as locations with the greatest areas of census and financial opportunity; proudly nicknamed “The Fixer”.
- Accomplished company record for fastest Director of Operations to serve as Acting General Manager. Later promoted to General Manager.
- Nominated for ‘Black Box Idea of the Year' by Corporate Director of Sales.
General Manager
Legacy: A Dial Retirement Community
Iowa City, IA
09.2013 - 02.2019
- Scope of Role: Managed annual Net Operating Income budget of 9.9M. Led 16-person executive operations team, 125 employees and 200 residents; directed sales & marketing, business policy compliance, HR, transportation, reception, concierge, nursing, dining and housekeeping departments.
- Achieved company record of 53.4% Annual Net Operating Income growth in first full year by increasing campus occupancy, building brand awareness, expanding services and detecting inefficiencies in operations.
- Led portfolio in occupancy growth (40.5%) in 2014 and exceeded annual projected sales in 2015-17; awarded Marketing Occupancy Excellence Awards in 2014-17.
- Awarded 2017 National Center for Assisted Living Quality Care Initiative for superior team member commitment and continuous measurable improvement demonstrated, including State compliance survey scores of 100% in 2015-17.
- Improved overall employee engagement results by 18% and decreased annual team member turnover by 13% from 2013 to 2017; awarded Excellence in Action Award by NRC Health in 2016 and 2017 for outstanding resident and employee satisfaction; named Top Work Places in 2017 by the Des Moines Register.
- Introduced and delivered Company-wide orientation and department training programs to 1,100+ Dial employees annually, creating new company standard; earned 2015 and 2016 Dial Operational Excellence Award and Hearthstone Certified Center of Excellence through NIH in 2015-18.
Assistant General Manager
Senior Star at Elmore Place
Davenport, IA
05.2012 - 09.2013
- Scope of Role: Co-led 17-person executive operations team, 155 employees, and 245 apartment homes; co-directed nursing, dining, housekeeping, laundry, transportation, reception, concierge, marketing, leasing, business, compliance and HR departments; co-managed annual Net Operating Income budget of $13.2M.
- Identified innovative opportunity to increase company revenue stream by 2.5% by offering advanced services to future residents on community waiting list.
- Optimized sales management program for sales team, resulting in a 6% closing ratio increase.
- Grew brand awareness by speaking publicly to various size groups on topics designed to instruct, educate and inspire; recruited as Keynote speaker for Quad Cities Alzheimer's Association 2012 Annual Banquet.
Community Engagement Director
Senior Star at Elmore Place
Davenport, IA
05.2010 - 05.2012
- Scope of Role: Trained and directed 155-person team to deliver exceptional, innovative customer service; enhance resident engagement; build company brand within a new market; community partnership development.
- Conceived effective policies & procedures on providing Wow-level service expectations, later adopted by home office to be used for company-wide employee onboarding process, resulting in a 5.5% resident satisfaction score increase year over year.
- Provided talent management guidance and leadership to operations team managers including performance training, development, management, reviews and strategic goal setting.
Instructor
Blackhawk College
Moline, IL
01.2010 - 12.2012
- Scope of Role: Instructed 3 certificate courses: Hospitality in Health Care, Gerontology, and Event & Program Planning in Senior Living.
- Recruited to design and execute class instruction; promoted student success by delivering engaging material and creating a productive, multi-disciplinary learning environment.
Education
Executive MBA, Graduate Certificate - Leadership
University of Iowa, Tippie College of Business
BA - Gerontology, Minor in Family Studies
University of Northern Iowa
Skills
- Operations Management
- Hospitality & Customer Service
- Sales & Marketing
- P&L Ownership
- Leadership
- Strategic Thinking
- Design of Systems & Processes
- Coaching & Influencing
- Project Management
- Change Engineer
- Staff Training and Development
Timeline
Senior General Manager
Aegis Living
02.2022 - Current
General Manager
Aegis Living
03.2020 - 02.2022
Director of Operations
Aegis Living
02.2019 - 03.2020
General Manager
Legacy: A Dial Retirement Community
09.2013 - 02.2019
Assistant General Manager
Senior Star at Elmore Place
05.2012 - 09.2013
Community Engagement Director
Senior Star at Elmore Place
05.2010 - 05.2012
Instructor
Blackhawk College
01.2010 - 12.2012
BA - Gerontology, Minor in Family Studies
University of Northern Iowa
Executive MBA, Graduate Certificate - Leadership
University of Iowa, Tippie College of Business