Director, Digital Experience Platform, Web & eCommerce

Four Seasons; Toronto; On-site; CAD 150,000 - 230,000; Full time

Job summary

Four Seasons is seeking a Director of Digital Experience Platforms, Web & eCommerce to provide senior leadership for our global web and ecommerce platforms, including FourSeasons.com and microsites. You will balance strategic platform ownership with hands-on team leadership to deliver reliable, scalable digital experiences for luxury guests.

You will partner with Brand & Marketing Technologies, Hotel Digital Operations, and data teams to set platform roadmaps, drive modernization, and govern

Qualifications

• Extensive experience leading web and eCommerce platform teams.
• Proven ability to drive platform strategy and align with business objectives.
• Strong collaboration with marketing, analytics, and security teams.

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 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.

Job description

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, outpu