IT Manager, Digital Product Delivery

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 IT Manager, Digital Product Delivery will be accountable for leading the delivery of new digital products, features & experiences in line with the priorities & strategies within the Commercial organization & supported Lines of Businesses (e.g. Booking Room Journey). This role will be single minded in their focus on delivering amazing online to offline experiences that not only improves the overall customer satisfaction but also drives higher business value & results.

Working in collaboration with Product Owners, IT Platform Owners, IT Security, Hotel Operations and third party vendors, this role will be responsible for leading delivery within a cross-functional Digital Product team in shipping new development and continuous improvement opportunities across the customer journey (Inspiration, Consideration, Planning, Booking, etc.). They enjoy moving between understanding the business value to solving deep technical issues and will enhance & streamline the processes in which digital capabilities are delivered today. 

This individual will foster collaboration amongst other product & platform owners, delivery leads, engineering teams and cross-functionally.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, IT Product Delivery Lead. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategy & Business Planning:

Works with the Product & Platform Owners, Enterprise Architect, and other peers to determine the overall strategic direction and business contribution of the Digital Product roadmap

Prioritizes and co-ordinates the varies initiatives across the Commercial Technology stack to accelerate new feature releases & adoption across markets.

Leads Product Increment planning to align development to business goals with clear vision on the user experience and business impact.

Supports resource planning and allocation across the platform teams to ensure the team has the right capacity & capabilities to achieve its vision

Conducts landscape assessments on latest technology trends to expand capabilities, and plans “Proof of Concept” to assess fit for purpose and needs.

Pursues new business opportunities and takes quick action to bring them into reality

Product Delivery & Performance:

Owns the overall product delivery providing visibility into delivery targets, commitments, issue/risks and progress to achieve Objectives and Key Results (OKRs)

Establishes and maintains regular written and in-person communications across organizational teams, stakeholders & sponsors

Leads daily stand-ups, sprints and retrospective meetings to help teams implement change effectively

Ensure deliverables are up to quality standards at the end of each sprint

Quickly resolves conflicts and removes obstacles that may occur

Partners with Product & Platform owners to handle new request & backlogs

Create new business specifications, process / data flow diagrams, and charts to provide direction to in-house teams and/or agency partners.

People & Culture:

Creates a continuous learning environment, identifying ways to learn from one another to strengthen the team’s bond and sense of ownership

Builds best practices and training to further the Agile mindset, principles, and values across the organization

Drives the organization toward greater enterprise agility through identifying and partnering with other departments to address organizational impediments 

Who You Are

Behavioral Competencies

Exceptional communicator with ability to communicate complex ideas, navigate stakeholders, make decisions, and generate buy in across people at all levels of the organization

Critical thinker with ability to anticipate needs and problems and avert them before they happen

Works effectively in situations where information is ambiguous and easily switches approaches as required

Exhibits organizational and political intelligence

Effectively manages multiple competing priorities and wear many hats

Ability to look beyond immediate problem and assess longer term implications

Strategic mindset to structure and solve ambiguous problems

Strong leadership skills and successful business leader focused on creating trust and psychological safety

Track record of attracting, developing and motivating a highly capable team

Highly developed interpersonal skills with ability to effectively engage with leaders and team members across the organization

Possesses a continuous improvement mindset and takes personal responsibility and ownership

Resource and budget management skills

Technical Competencies

Proven program, project and product management experience (Agile SAFe, SCRUM, PMP, etc.) utilizing agile methodologies & tools (Jira, Confluence, etc.)

Knowledge of Front-end & Back-end development across Web, Mobile app & POS technologies (Azure, AWS, Adobe, etc.)

Knowledge of Restaruant processes & Table Management Systems (OpenTable, TableCheck, Tock, etc.)

Knowledge in utilizing Analytics capabilities (Adobe, Google, Power BI, etc.)

Knowledge of business transformation metholodgy & practices (business processes, value stream mapping, etc.)

Familiar with accessibility and privacy laws as asset (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL)

What You Bring

5-7+ years of experience in a fast-paced environment leading agile transformation and successfully shipping large-scale, consumer products

Proven track record in delivering cross-functional programs while leveraging Agile/Scrum frameworks.

Proven track record & thought leadership in bringing the outside in and establishing new processes / ways of working especially as it relates to eCommerce and Hospitality industries

Experience in delivering with internal and external product teams / stakeholders

Experience working across cross-functional teams with diverse profile of people, processes and priorities.

Bachelor's Degree in Business or IT discipline (Computer Science)

Certifications in Agile / PMI

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.

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