Manager, Quality Assurance, Commercial Technologies

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

The Manager of Quality Assurance, Commercial Technology plays a crucial role in ensuring the reliability of our software delivery across websites, mobile applications, and other digital platforms. They integrate expertise in quality assurance principles and best practices with a solid understanding of DevOps methodologies to develop and refine our QA processes.

They ensure that all our digital products meet all functional, performance, and security requirements to deliver an optimal user experience. They are also responsible for the continuous enhancement of our QA practices, applying industry best practices in a manner suitable to our needs.

The Manager, Quality Assurance, Commercial Technology will also act as the point person for our business teams for all aspects of testing from the project stage to the operational run phase.

The role collaborates with a cross-functional team consisting of Digital Product Owners, Delivery Leads, IT Platform Owners, IT Security, Hotel Operations and third-party vendors.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to Senior Director, Commercial Technology. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategy & Planning:

Develop, implement, and manage comprehensive QA strategies that align with the business goals of our digital platforms, including our corporate www.fourseasons.com website.

Develop and implement test automation solutions to improve testing efficiency and coverage

Stay current about the latest QA methodologies, tools, and best practices to identify opportunities in our QA practice

Acquisition & Deployment:

Regularly review and assess the effectiveness of deployed tools and processes. Identify and deploy new testing tools and process improvements to enhance QA activities

Define and track key quality metrics, such as defect density, test coverage, test execution progress, and pass/fail rates for each release

Collaborate closely with other IT teams to ensure alignment and coherence with overall Quality Assurance technology strategy, direction, and priorities

Present proposed operational changes to business, technical and executive stakeholders as necessary

Manage, review, and negotiate vendor and service contract terms and commercials

Operational Management:

Create and maintain detailed test plans that outline testing scope, objectives, resources, schedule, and deliverables

Proven experience writing test scripts from both business and technical use cases, including performance and load testing

Maintain test data readiness to support all testing initiatives

Perform and manage various testing types and techniques, including functional, black box, browser compatibility to ensure that potential quality issues are identified and addressed before product launches

Develop and maintain testing schedules that align with project timelines, ensuring timely delivery of test results

Track testing progress, ensuring adherence to test plans and timelines, and adjusting as necessary by ensuring all bugs are logged, prioritized, and assigned for resolution.

Generate detailed QA reports and dashboards to communicate testing status, issues, and quality metrics to stakeholders

Manage resources effectively to have the right balance between automated and manual testing efforts

Proven ability to lead, manage, and coach a cross-functional team of technology professionals in the pursuit of delivering business value, including performance and training assessments. Assist in the development of IT staffing plan and team professional growth

Manage relationships, service levels and contracts with technology vendors and partners and service provides to ensure effective operational support, adherence to contract terms and service level agreements

Act effectively as team representative with other teams at Four Seasons.

Who You Are

Excellent analytical, mathematical, and creative problem-solving skills

Ability to organize and lead meetings, workshops and group discussions with good presentation skills

Ability to effectively prioritize and execute multiple tasks

Strong customer service orientation

Experience working in a team-oriented, collaborative environment

Familiar with different testing types, including unit, functional, regression, performance and security across web, services and enterprise systems

Strong understanding of quality assurance and quality control principles and practices

Able to manage conflict, timeline misalignment, and can elegantly advocate for the importance of strong QA methodologies

Understanding of eCommerce workflows, checkout processes, payment gateways, and order management systems

Strong influencing, problem resolution and negotiating skills

What You Bring

5 to 7 years of Quality Assurance management (preferably in a hospitality/service environment setting) with at least 2 years in a leadership role within an eCommerce environment

Highly proficient in creating and executing both automated and manual test cases using tools such as Selenium, Junit or Cucumber/Gherkin to validate end-to-end scenarios

Proven experience in building new and enhancing existing QA processes using a suitable mix of testing management and automation tools and frameworks

Has integrated QA processes into CI/CD pipeline tools to facilitate automated testing and continuous delivery

College diploma or university degree in computer science, IT or business administration.

Certified Quality Engineer, or comparable certification such as CMQ, CTAL or CSQA

Proven experience and knowledge of:

Quality Assurance principles and practices

Test management tools (TestRail JIRA, QTest)

Test automation tools (Selenium, Junit or Cucumber/Gherkin)

At least one programming language such as Java / Python / Go

Microsoft Office Suite

Ability to quickly learn about new software applications

Experience and knowledge of:

Familiarity with CI/CD pipelines and tools (e.g., Jenkins, GitLab CI, CircleCI)

Understanding of version control systems (e.g., Git)

React, Node.js and web development frameworks

JIRA, Confluence and ServiceNow

Familiar with Cloud Platform technologies, including AWS

Experience with mobile apps, Salesforce, service bus environments and other platforms would be an asset

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid 

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

---