Director Of Technology Solutions & Innovation: Full-Time at Channing House – Palo Alto, California

ABOUT US

Channing House is a leading not-for-profit Life Plan Community in Palo Alto, founded in 1960. We believe that older adults thrive in a vibrant setting that supports active, engaged and healthy living. We provide a sustainable, innovative community that promotes this lifestyle, while embracing respect and dignity for all who live and work here. Our team of 195 staff members, from Front-Line to Leadership, drive the mission of Channing House, providing services to the 265 highly engaged residents who call Channing House their home.

POSITION SUMMARY

The Director of Technology Solutions and Innovation is a strategic leadership role responsible for planning, coordinating, and delivering campus-wide technology solutions that support operational excellence, innovation, and a positive resident and employee experience. Serving as a key link between campus operations, residents, staff, vendors, and leadership, this role ensures technology initiatives are well communicated, effectively implemented, and widely adopted.

With a strong understanding of the operational needs of a Continuing Care Retirement Community and strong communication skills to plan and deliver technology improvements and foster a culture of Community, the Director of Technology Solutions and Innovation focuses on improving user experience, supporting technology-enabled services, and ensuring consistent, high quality service delivery across independent living, assisted living, memory care, and skilled nursing. The Director of Technology Solutions and Innovation will exemplify our Core Values: Do the right thing; Be a team player; Focus on quality; Adapt to change. As the Director of Technology Solutions and Innovation at Channing House, you will lead the team to promote a healthy and vibrant home for our residents and guide and care of our team of dedicated and talented team members, who do meaningful work daily.

KEY RESPONSIBILITIES

This position will be responsible for, but not limited to the following essential duties and responsibilities:

General Responsibilities:

• Define and execute the delivery strategy for technology solutions aligned with strategic and operational goals.
• Partner with the Leadership Team to identify technology opportunities that drive strategic and operational value.
• Oversee all Technical Operations including infrastructure/hardware, cybersecurity, software solutions, data analytics, AI applications, systems integration, vendor management, and technology governance.
• Lead technology initiatives for employee- and resident-facing technologies.
• Develop and maintain IT policies for staff and residents in collaboration with IT support teams and technology partners.
• Support adherence to HIPAA, PHI, and California SNF/CDPH requirements, and internal technology policies.
• Maintain user access documentation and help ensure compliance with data protection standards.
• Oversee planning and coordination of technology projects such as SARA system upgrades, surveillance camera systems, improvements to door access control, optimization of WorxHub system, resident portal implementation and maintenance, hardware refreshes, new software implementations, robotics and smart-home pilot programs, telecom improvements, and resident technology initiatives.
• Serve as the central liaison for technology-related projects/services between departments, residents, vendors, and IT service providers to ensure successful project execution.
• Develop project plans, timelines, communication plans, and end-user rollout strategies.
• Track project milestones and provide status updates to leadership and stakeholders.
• Support technology risk assessments and ensure all projects align with strategic goals, operational priorities, and regulatory requirements.
• Support vendor evaluation and contract coordination for technology-related services.
• Evaluate and recommend technology that enhances resident quality of life, safety, engagement, and wellness.
• Monitor resident feedback and implement service improvements.
• Utilize the management tool, EOS (Entrepreneurial Operating System), to set quarterly priorities and measure staff performance.

Training, Communication, and Change Management:

• Design, develop, and deliver technology training programs, including digital literacy, resident portals and applications, in-apartment smart devices, telehealth support, and staff-facing digital tools.
• Create and maintain user-friendly guides, handouts, FAQs, and video tutorials.
• Serve as point of contact for the Resident Tech Squad, Resident ResWeb Coordinator, and other resident volunteer technology groups/committees.
• Partner with department leaders to identify staff training gaps and design solutions.
• Oversee all technology-related communication for residents and staff, ensuring accessibility, clarity, and consistency.
• Oversee community-wide announcements, project updates, outage notices, FAQs, and recurring technology tips.
• Translate technical concepts into understandable language for non-technical audiences.
• Lead change management efforts to support adoption of new systems, workflows, or devices.

Supervisory:

• Lead with and exhibit positivity, quality improvement, teamwork, mutual respect, professionalism and accountability.
• Responsible for the overall direction, coordination, and evaluation of direct reports.
• Oversee or coordinate day-to-day resident tech assistance.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; performance evaluations; and terminating.
• Oversee and coordinate the work of the outsourced IT support provider and Managed Service Provider (MSP), ensuring adherence to service levels, responsiveness, and quality of support.
• Serve as the primary point of contact for vendor escalations, contract performance reviews, and ongoing service improvements.
• Ensure team alignment around communication standards, customer service expectations, and priorities related to technology support.

Upholding Company Standards:

Consistent commitment to:

• Establish and maintain effective team relationships with fellow staff; apply effective communication and listening skills
• Demonstrate professionalism in all interactions with all residents, colleagues, clients, vendors, and members of the public
• Provide a supportive and caring environment to meet the needs of residents as individuals and as members of a shared community
• Adhere to all company policies, procedures, safety, and compliance practices, and business ethics codes

REQUIRED SKILLS AND QUALIFICATIONS

• Bachelor’s degree and three (3) or more years of leadership experience in a related field. Master’s degree in Gerontology, Information Systems, Business, or related fields preferred.
• Experience in project coordination, training, communications, or technology user support.
• Experience in Continuing Care Retirement Communities (CCRCs), senior living, healthcare, hospitality, or service-oriented environments.
Expertise in using a computer, technical support of desktops, server and network technologies.
• Expert in Microsoft technologies; Windows Server, Windows Desktop OS(s), Microsoft 365.
• Apple iOS and Android mobile phone support.
• Common local and network printer vendors (HP, Xerox, Ricoh).
• Finance, scheduling, MHR, Safety and other software used in a senior living community.
• Accounting, Database, Internet, Spreadsheet, Email software.
• Order processing systems.
• Preferred experience in: WorxHub, SARA and Roam Alert, A/V solutions, security cameras, AI policies.
Speak and comprehend English. Excellent verbal and written communication skills and attention to detail.Ability to interpret and administer State and federal laws and regulations for residents, resident families, and employees.

Work Environment:

• Generally in an indoor setting.
• The noise level in the work environment is usually low to moderate.
• Position requires ability to work nights, weekends and some holidays.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to:

Ability to move throughout main campus and satellite campus, visit workspaces at both locations, and visit resident apartments as needed.
• Prolonged periods sitting at a desk and working on a computer and operating phones.
• Possess multi-limb and eye-hand coordination.
• Specific vision abilities required by this job include close vision, distance vision, color vision.
• Able to reach, bend, stoop, push and/or pull, regularly move 25 pounds and occasionally lift/move up to 50 pounds.

BENEFITS

• Salary range: $190,000 - $230,000
• Health, Dental & Vision Insurance
• Health Reimbursement Arrangement (HRA)
• Accident, Life, and Disability Insurance
• Employee Assistant Program (EAP)
• Retirement Plan with employer match
• Public Transit/Parking Reimbursement and Parking Pass
• Discounted Meals
• Tuition Reimbursement
• Growth and Professional Development Opportunities
• Social events with your fellow team members and our Residents throughout the year
• Vacation, Paid Sick, and Holiday Pay

For a complete job description, please email: recruiting@channinghouse.org.

Channing House Diversity Statement:

Channing House is an equal opportunity employer. Channing House is committed to providing a work environment free of harassment, discrimination, retaliation, and disrespectful or other unprofessional conduct based on actual or perceived race (including traits historically associated with race, such as natural hair, hair texture, hair type, and protective hairstyles), color, age, religion, national origin, ancestry, citizenship, immigration status, sex (including pregnancy, childbirth, and related medical conditions), gender, gender identity, gender expression, sexual orientation, reproductive health decision making, disability (including sensory disability and use of a service animal by a person with a disability), HIV/AIDS and Hepatitis C status, a legally protected medical condition, genetic information or data credit history, genetic information, status as a victim or domestic or sexual violence (including harassment, sexual assault, or stalking), expunged juvenile record, arrest or conviction records (except as legally required), use or non-use of lawful products off of Company premises during non-working hours, performance of duty in a uniformed service military or veteran status, or any other basis protected by local, state and/or federal law. Channing House also prohibits discrimination, harassment, disrespectful, or unprofessional conduct based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.