Manager, Residential Digital Operations

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.

Manager, Residential Digital Operations (12 Month Contract)

The Manager, Residential Digital Operations (12 Month Contract) is responsible for leading and advancing operational and technology initiatives related to the Residential Employee Experience. The role focuses on improving efficiencies, implementing processes and procedures, and supporting operational capability through technology.

What You’ll Be Doing:

Employee Experience & Digital Operations

• Lead the execution of strategic digital initiatives that enhance residential employee experience and operational efficiency across all residential product lines (Private Residences, Standalone Residences, Rentals, Residence Clubs)
• Coordinate cross-functional projects with Resident Experience, Residential Operations, Property Management, Technology Innovation & Data, Hotel Operations, and other partners.
• Partner with Directors of Residences and hotel teams to implement corporate initiatives locally.
• Gain alignment and business requirements to achieve defined outcomes across multiple cross-functional projects and initiatives working with cross functional teams.
• Support the development of Residential Employee best practices, tools, and plans for the current and future needs of the properties.
• Lead the implementation of all corporate digital residential initiatives (including User Acceptance Testing, and training / support strategy) into the properties working very closely with Directors of Residences, Hotel Operations, General Managers etc.

Golden HOME Product Owner 

• Overall product ownership on running and evolving the platform in collaboration with TID and external vendors.
• Manage the Home HelpDesk, including oversight of the contracted support employee(s) and resolution of support tickets.
• Responsible for testing, deployment, and communication of new features to properties and corporate stakeholders.
• Collaborate with Residential Operations, Property Management, and Training Leads to help properties adopt platform updates.
• Maintain and track the feature/issue backlog and help organize roadmap priorities including gathering insight and business requirements necessary.
• Work with other corporate project teams to facilitate communications on updates, upgrades and outages.
• Overall responsibility to support the ongoing digital operations of Golden HOME ensuring stability and adequate processes and functions are in place.
• Working collaboratively with the Residential Digital product owner on organizing and prioritizing requirements, testing and deployment of new Resident Experience functionalities.

Other  

• Ensure residential technology solutions are practical, user-friendly, and effective for employees and residents.
• Continuously maintain, manage, and review the related residential technology processes and procedures to ensure they effectively meet the business needs, requirements and functionality.
• Responsible for communicating updates and changes to relevant policies and procedures to operational business leads and stakeholders globally, including leading training efforts and managing contracted employee(s) who support the training delivery.
• Primary contact for key on-property residential roles including but not limited to residential leaders and residential technology property champions.

What You Bring:

https://careers.fourseasons.com/us/en/job/REQ10357350/Manager-Residential-Digital-Operations