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About the Role

Provides senior leadership for Four Seasons’ web and eCommerce digital platforms, overseeing platform engineering, management, DevOps, release quality, compliance, and security operations. The role balances strategic platform ownership with hands-on team leadership, ensuring digital platforms operate with excellence, stability, and continuous improvement.

Responsibilities

Provide strategic direction and oversight for all web-based digital experience platforms, including FourSeasons.com, eCommerce platforms, and microsites.
Manage platform roadmaps, prioritization frameworks, and delivery standards across web and eCommerce.
Partner with senior stakeholders to align platform investments with business objectives.
Lead vendor relationship management and technology evaluations.
Establish success measures for AI-enabled capabilities.
Evaluate when to build, buy, configure, or integrate AI capabilities.
Lead, mentor, and develop a team of platform engineers and platform management analysts.
Establish clear goals, expectations, and performance frameworks.
Foster a collaborative, accountable team culture focused on quality, ownership, and continuous improvement.
Manage hiring processes for platform-focused roles.
Develop and coach technical leaders, establishing clear ownership, succession planning, talent development, and career growth strategies.
Oversee platform engineering practices including monitoring, alerting, infrastructure oversight, and release coordination.
Ensure robust observability across web platforms using tools such as Elastic, Dynatrace, and Adobe Analytics.
Govern platform release cycles, change advisory board (CAB) processes, and production deployment standards.
Drive incident management, escalation handling, and SLA compliance across all web platforms.
Oversee the integration and operational readiness of AI services within digital platforms.
Ensure AI-enabled production capabilities are appropriately tested and monitored.
Support the responsible use of AI-assisted engineering, testing, documentation, observability, and incident analysis tools.
Experience delivering AI-enabled products, intelligent automation solutions, and data-driven digital experiences across DXT domains.
Oversee the management and compliance of digital microsites and specialized platform properties.
Lead platform security reviews, vulnerability assessments, PCI DSS compliance, and accessibility (WCAG) remediation efforts.
Manage platform vendor relationships related to infrastructure and compliance tooling.
Coordinate platform transitions and retirement, migration, and lifecycle activities.
Collaborate with Digital team to support business roadmap.
Partner with Mobile, QA, Analytics, and CI/CD teams to deliver consistent cross-platform standards.
Support eCommerce platform initiatives including enhancing shopping cart and booking flows, digital profile capabilities and white-label site deployments.
Experience integrating enterprise platforms and business systems.
Represent the platform team in leadership forums, technology governance bodies, and cross-functional planning cycles.
Collaborate with Brand, Content, Marketing, Hotel Operations, Legal, Privacy, Security, and Digital teams to define acceptable AI use cases, guest experience standards, human review requirements, and escalation paths.
Represent web and eCommerce platform requirements in enterprise AI governance, architecture, investment, and prioritization forums.

Requirements

Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a College diploma or university degree in Computer Science, Information Technology, Engineering, Business, Digital Product Management, or a related field.
10+ years of experience in digital platform management, platform engineering, or digital product leadership roles.
Proven track record leading high-performing technical teams, including Platform Owners, Engineering Managers, Software Engineers, Platform Engineers, SRE, QA, DevOps, and vendor resources.
Expert in building and operating enterprise-scale technology platforms in cloud-first environments, including application development, reliability engineering, observability, performance optimization, and operational excellence.
Proven experience leading the strategy, delivery, and operation of platforms supporting guest-facing digital experiences, e-commerce capabilities, digital compliance requirements (accessibility, security, PCI DSS), and commercial business functions.
Experience translating AI opportunities into prioritized use cases, business cases, implementation roadmaps, and measurable outcomes, with appropriate consideration for data readiness, privacy, security, intellectual property, responsible AI, and organizational change.
Excellent communication skills with the ability to translate technical concepts for business stakeholders and influence at a senior level.
Experience in luxury hospitality, travel, or another guest-centric digital environment is an asset.
Equivalent relevant experience will be considered.
Certifications considered an asset: ITIL 4; AWS or Azure Solutions Architect or DevOps certifications; PMP; CISSP or CISM; TOGAF; or equivalent certifications in digital platform leadership, cloud operations, security, privacy, enterprise architecture, strategic planning, organizational leadership, or people management. Executive leadership or strategy certificates from institutions such as Rotman, Ivey, or Kellogg are also considered assets.
Deep understanding of enterprise web platforms, eCommerce ecosystems, and digital experience technologies.
Knowledge of CMS, DAM, personalization, search, content delivery, and customer journey platforms.
Experience managing large-scale, customer-facing digital platforms with high availability and performance requirements.
Understanding of digital product management, platform roadmaps, and lifecycle management.
Strong understanding of modern cloud-based web architectures, APIs, microservices, headless and composable platform concepts.
Deep knowledge of front-end and back-end technology ecosystems and integration patterns.
Familiarity with CDN technologies, web performance optimization, caching strategies, and global content delivery.
Understanding of system architecture, scalability, resilience, and platform modernization approaches.
Knowledge of application security practices and secure software delivery principles.
Understanding of privacy regulations and digital compliance requirements.
Incident management, problem management, disaster recovery, and business continuity planning.
Vendor management, technology evaluation, and enterprise platform governance.
Working knowledge of prompt design and AI evaluation techniques, with an understanding that production solutions require structured testing, governance, monitoring, and human oversight beyond prompt development.
Working knowledge of Agile delivery methodologies and tools including Jira, Confluence, and Monday.com.

Skills

Platform Leadership & Strategy
Team Leadership & Development
Platform Engineering & Operations
Platform Management & Compliance
Cross-Functional Collaboration
Interpersonal and relationship-building skills
Identifying emerging trends, risks, and opportunities
Building, inspiring, and developing high-performing teams
Creating an inclusive and psychologically safe environment
Holding individuals and teams accountable
Building strong relationships across business and technology functions
Influencing decisions
Navigating competing priorities and stakeholder interests
Demonstrating ownership and accountability
Leading organizational change associated with AI adoption
Making sound decisions in ambiguous or rapidly changing environments
Maintaining focus on quality, operational excellence, and measurable business results
Helping others understand and embrace change
Cloud-native architectures
Distributed systems
Integration patterns
Platform engineering
Site Reliability Engineering (SRE)
DevOps
AI/LLM Ops practices
Elastic
Dynatrace
Adobe Analytics
AWS
ObservePoint
Akamai
Alibaba
Salesforce
Oracle
Prompt design
AI evaluation techniques
Agile delivery methodologies
Jira
Confluence
Monday.com

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

Senior leadership
10+ years of experience

Education Level

Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a College diploma or university degree in Computer Science, Information Technology, Engineering, Business, Digital Product Management, or a related field.

Salary/Compensations

$140,000 - $170,000 CAD

About the Company

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.
Four Seasons Hotels and Resorts is a global, luxury hotel management company.
We manage over 130 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.

Equal Opportunity

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.