Manager, Performance Management Operations

Four Seasons Hotels and Resorts•Toronto, ON

1d•Hybrid

About The Position

This role is a critical bridge between global property teams, Finance operations, product, technology teams and strategic transformation initiatives. The Manager, Performance Management Operations is responsible for leading and supporting performance systems and processes across hotel and residential properties, ensuring seamless adoption, operational excellence, and long-term value realization. Acting as both a trusted advocate for property teams and champion for Four Seasons’ chosen solutions, this role ensures property needs are heard, supported, and addressed throughout the transformation journey and our global solutions are well positioned to address current and future needs. The Manager combines deep hospitality Finance and/or Purchasing expertise with hands-on deployment and ongoing operational tasks, to deliver consistent, measurable and customer-centric outcomes. This role is instrumental in shaping an excellent property transition experience and high quality, high value property solution. The candidate will embrace a disciplined, process- and metrics-driven approach to partner with cross functional teams in a high touch, structured, and impactful program. Through global rollout in 2026 and into 2027, property success is our success.

Requirements

3–5 years of strong hospitality Finance and/or Purchasing experience.
Strong understanding of property systems (PMS/POS/ERP/EPM) and Finance and/or Purchasing workflows, including transactional accounting activities as well as the planning function for a hotel, resort, residence and mixed-use property.
Experience in property environments with hands-on knowledge of day-to-day operations.
Experience leading change initiatives to success.
Experience leading and owning stakeholder issues, resolution plans, and documentation.
Exceptional communication and stakeholder engagement skills.
Strong project management and organizational abilities.
Ability to work across diverse and remote teams while managing multiple priorities.
High emotional intelligence and customer-first mindset.
Ability to translate and assimilate varying user points of view into executable requirements.
Ability to actively listen, convert challenges to action plans and navigate difficult conversations.

Nice To Haves

Experience with structured testing solutions preferred but not required e.g. ADO, Jira.
Experience with workflow management tools preferred but not required e.g. ServiceNow, Zendesk.
Degree in Finance/Accounting, Technology, or Hospitality; professional designations are an asset.

Responsibilities

Serve as subject matter expert as it relates to property Finance and/or Purchasing.
Elegantly represent and perform property Finance and/or Procurement processes, roles and tasks in Four Seasons’ Performance solutions, to build capabilities, understanding and confidence.
Actively listen to, collect and structure property feedback and areas of challenge.
Escalate concerns and risks to Product, Platform and other teams as necessary, ensuring timely resolution and support.
Act as the voice of property finance and/or procurement during transformation, ensuring their feedback informs system and process design.
Articulate detailed requirements and/or remediations in terms of areas of impact, ROI, specific value and measurable outcomes, closing with confirmation of these impacts by property teams after implementation.
Operate as a proactive, positive problem-solver and provide balanced views and conversations.
Evaluate requirements within a global property process and solution lens, providing contribution to roadmap and prioritization as required.
Own, frame and represent global solution decisions back to property teams.
Own training content and future additions to training materials over time.
Leverage SME skills to author and contribute to high-value knowledge database content.
Engage in and lead high priority issues to resolution, as required.
Provide support to ensure property teams are equipped for success.
Lead harmonization workshops in conjunction with the Business Process Management team to align finance processes across properties.
Support policy updates, working closely with the Product and Business Process Management teams toward continuous improvement initiatives.
Assist in responding to ServiceNow queues and questions.
Support both property and deployment teams through planning, deployment, and stabilization phases of property onboarding.
Provide valued analysis and insight on property readiness assessment materials and property data.
Execute and/or support property readiness and transition activities including process mapping, localization identification and clarity, data migration activities, User Acceptance Testing, Property Acceptance Testing, training validation and execution (where necessary), hypercare and transition to support.
Manage and/or participate in a variety of stakeholder communications, updates and change management efforts to ensure smooth property transitions and progress tracking.
Work closely with Product, Platform, Deployment, Data and other teams to align deployment and ongoing solution roadmap activities with business goals.
Perform within Azure Dev Ops (ADO), Jira, ServiceNow and other collaborative work management tools for assignment, completion and cross-team transparency of transition tasks across our global deployment program.
Collaborate with Technology, Innovation & Data, Change Management, and the Project Management Office to ensure cohesive execution.
Provide Hypercare support and assistance.