Manager, Residential 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.

• 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.

• 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.

• 3-5 years’ experience in operations and project coordination and implementation, preferably in luxury, residential, or hospitality settings.
• College or University degree.
• Experience working in an Agile environment as a Product Owner or equivalent role, including managing backlogs, prioritizing requirements, and collaborating with cross-functional teams to deliver iterative improvements.
• Experience with implementation of corporate systems, preferably in a global capacity.
• Experience with front/back-office systems (ex. Property Management System, Point of Sale, ERP, HR Systems etc).
• Strong with business process management design and implementation.
• Excellent analytical skills and ability to demonstrate key insights translated to fact-based decision-making.
• Able to provide structured insights to management about what the data/analyses are saying and any tactical implications.
• Experience or knowledge of Back Office and Front Office Software.
• Experience or knowledge of Hotel and Residential operations.
• Good knowledge of specific hospitality industry applications.
• Expert in Microsoft Office Software (Word, Excel, PowerPoint).
• Capable of learning new computer applications.

• Prioritizes tasks to be achieved and determines necessary resources to achieve short term activities for self and others.
• Adjusts work-schedules to accommodate new or changing requirements within established deadlines.
• Distinguishes the important from the urgent to meet objectives.
• Manages own and others time efficiently, effectively communicates and delegates tasks deploying resources in an efficient manner.
• Recognizes when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations

• Focused on execution, persistence, and follow-through to ensure successful delivery of results.
• Tackles unforeseen problems and challenges with energy and persistence.
• Demonstrate keen attention to detail.
• Ability to work independently, take initiative and use good judgement.
• Ability to manage multiple tasks under time constraints.
• Willing to work a flexible schedule to complete all major responsibilities and tasks.

• Modifies communication style and approach to meet the needs of the situation and audience.
• Delivers complex messages clearly and with sensitivity to others needs, cultures, background and knowledge.
• Presents in a professional, polished and succinct manner.
• Creates clear and concise written information using appropriate content, format and structure.

• Uses positive language, builds rapport to establish credibility and emphasizes benefits which will appeal to the individual/audience.
• Able to use a range of different influencing styles and tactics to achieve required outcomes.

• Considers the long-term as well as immediate short-term outcomes and actions.
• Appropriately balances needs, desires, local realities with cost, available resources and constraints.
• Recognizes when to escalate appropriate or specific situations to the next higher level of expertise.

• Seeks to understand the different politics, business practices, and cultural contexts considers whether there are obstacles to overcome to achieve stated business outcomes in a specific country.
• Looks at best practices from others to determine if there is alignment with desired outcomes according to procedures and policies and organization’s brand strategy.

• As necessary for the successful completion of assignments - approximately 25 days per year.

Four Seasons Hotels