Director, Digital Experience Platform - Web & eCommerce

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 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.

Director, Digital Experience Platform, Web & eCommerce

The Director, Digital Experience Platforms, Web & eCommerce provides senior leadership for Four Seasons’ web and eCommerce digital platforms, overseeing platform engineering, platform management, DevOps, release quality, compliance, and security operations.

The role balances strategic platform ownership with hands-on team leadership, ensuring that digital platforms, including FourSeasons.com, microsites, eCommerce, and related digital properties, operate with excellence, stability, and continuous improvement.

The Director partners closely with Brand & Marketing Technologies, Hotel Digital Operations, Digital Analytics, Quality Assurance, and the broader Technology Innovation & Data organization.

The ideal candidate is proactive, collaborative, technically curious, and comfortable working with both business users and developers.

What You’ll Be Doing:

Platform Leadership & Strategy

• 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 to ensure alignment with project delivery and other company initiatives.
• Partner with senior stakeholders to align platform investments with business objectives, ensuring platforms support luxury guest experience goals.
• Lead vendor relationship management and technology evaluations (e.g., platform providers, CDN partners, analytics and monitoring tools).
• Establish success measures for AI-enabled capabilities, including guest adoption, conversion, content efficiency, service quality, operational performance, and risk indicators.
• Evaluate when to build, buy, configure, or integrate AI capabilities, ensuring decisions align with enterprise architecture, data, security, privacy, and procurement standards.

Team Leadership & Development

• Lead, mentor, and develop a team of platform engineers and platform management analysts.
• Establish clear goals, expectations, and performance frameworks aligned to Four Seasons career progression models.
• Foster a collaborative, accountable team culture focused on quality, ownership, and continuous improvement.
• Manage hiring processes, including role definition, interviews, and onboarding for platform-focused roles.
• Develop and coach technical leaders, establishing clear ownership, succession planning, talent development, and career growth strategies.

Platform Engineering & Operations

• Oversee platform engineering practices including monitoring, alerting, infrastructure oversight, and release coordination.
• Deep understanding of cloud-native architectures, distributed systems, integration patterns, platform engineering, Site Reliability Engineering (SRE), DevOps, and AI/LLM Ops practices.
• 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, including APIs, data flows, observability, performance, resilience, cost management, fallback behaviours, and incident response.
• Ensure AI-enabled production capabilities are appropriately tested and monitored for availability, latency, output quality, unexpected behaviour, security events, and changes introduced by vendors or underlying models.
• Support the responsible use of AI-assisted engineering, testing, documentation, observability, and incident analysis tools, with appropriate review and secure software delivery controls.
• Experience delivering AI-enabled products, intelligent automation solutions, and data-driven digital experiences across DXT domains including CRM, marketing, e-commerce, loyalty, customer service, and digital experience platforms.

Platform Management & Compliance

• Oversee the management and compliance of digital microsites and specialized platform properties, including sites supporting property functions.
• Lead platform security reviews, vulnerability assessments (including CVE triage), PCI DSS compliance, and accessibility (WCAG) remediation efforts.
• Manage platform vendor relationships related to infrastructure and compliance tooling (including, AWS, ObservePoint, Akamai, Alibaba).
• Coordinate platform transitions and retirement, migration, and lifecycle activities.

Cross-Functional Collaboration

• 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 including Salesforce, Oracle, marketing technologies, data platforms, and third-party SaaS solutions.
• 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.

What You Bring:

• 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.

Key Skills/Who You Are:

• Strong interpersonal and relationship-building skills, with the ability to work across technical and non-technical teams.
• Identifies emerging trends, risks, and opportunities to drive innovation and continuous improvement.
• Builds, inspires, and develops high-performing teams.
• Creates an inclusive and psychologically safe environment where team members can thrive.
• Holds individuals and teams accountable while providing support and guidance.
• Builds strong relationships across business and technology functions.
• Influences decisions without relying solely on formal authority.
• Effectively navigates competing priorities and stakeholder interests.
• Demonstrates strong ownership and accountability for outcomes.
• Leads organizational change associated with AI adoption, including role clarity, capability development, new workflows, and responsible-use expectations.
• Makes sound decisions in ambiguous or rapidly changing environments.
• Maintains focus on quality, operational excellence, and measurable business results.
• Helps others understand and embrace change by providing context and direction.

Salary Range: $140,000 - $170,000 CAD
 

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons York Mills Office located at 20 York Mills Road, 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.