Senior Web Analyst

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 120 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.

The Senior Web Analyst is accountable for ensuring that our guest facing digital platforms (including out websites and mobile app) adhere to our high standards for performance, accessibility, privacy and other compliance programs. This role is vital in ensuring we remain aligned to both global legislation and internal standards. 

They enjoy managing a variety of operational topics to ensure that our platforms continue to meet the evolving needs of our guests across the globe. They will collaborate a cross-functional team consisting of Digital Product Owners, IT Platform Owners, IT Security, Legal, Hotel Operations and third-party vendors.

The Senior Web Analyst will also act as a point person for our business teams for operational support from the project stage to the sustaining phase.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager, Platform Experience - Web. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategy & Planning:

• Develop and implement a robust compliance strategy that ensures adherence to all relevant standards, including AODA, WCAG (Web Content Accessibility Guidelines), CCPA (California Consumer Privacy Act), and GDPR (General Data Protection Regulation) Plan and execute strategic initiatives to enhance platform performance, aligning with the company’s goals and objectives

• Collaborate with leadership to align compliance and performance (e.g. SEO) strategies with overall business objectives.

• Cultivate a culture of continuous improvement around accessibility, privacy and performance by iteratively improving processes and ensuring long-term sustainability

• Partner all relevant policies and procedures to suitable and measurable service level objectives

• Lead regular reviews of internal processes and activities to identify and implement opportunities for improvement and efficiencies

• Stay ahead of emerging regulations by regularly revisiting policies and upgrading tools

Acquisition & Deployment:

• Ensure accessibility, privacy & performance considerations are integrated throughout the Agile/CI/CD pipeline and across product development lifecycles.

• Identify and implement solutions that scale with the organization’s growth, ensuring that compliance efforts expand with increasing complexity and scope and deliver them within budget.

• Collaborate closely with both business and IT teams to ensure alignment and coherence with overall technology strategy, direction, and priorities

• Present proposed operational changes to business, technical and executive stakeholders as necessary, and follow-up on all issues and required modifications

• Ensure that external partners and vendors comply with the organization's accessibility and regulatory standards

• Identify potential performance risks of new projects and implement mitigation strategies and ensure that documentation is kept up to date as new functionality and technologies are introduced into digital portfolio.

Acquisition & Deployment:

• Collaborate with subject matter experts including Legal team to develop new company policies and procedures to support compliance and performance standards.

• Identify potential risks related to compliance and platform performance and develop strategies to mitigate these risks.

• Measure adherence to policies and procedures with relevant SLOs and SLAs to support compliance and performance standards

• Maintain an escalation process for compliance-related incidents, ensuring timely resolution of any accessibility or regulatory issues

• Provide training and support to extended team and other stakeholders on compliance standards and best practices

• Maintain accurate records and documentation related to compliance activities, performance metrics, operational procedures, and daily and management reports relevant to compliance and performance activities

• Manage relationships, service levels and contracts with technology vendors and partners and service provides to ensure effective operational support, adherence to contract terms and service level agreements

• Act effectively as team representative with other teams at Four Seasons.

Who You Are

Mandatory skillsets:

• Operational support practices focused on DevOps (CI/CD) and web & mobile performance monitoring technologies

• Strong understanding of global privacy laws, compliance standards, and performance management in technology platforms.

• Deep knowledge of compliance tools (such as OneTrust, TrustArc, ObservePoint, etc.)

• Familiarity with Amazon Web services, and application performance monitoring tools

• Microsoft Office suite

• Ability to quickly learn about new software applications

Preferred experience and knowledge of:

• Accessibility auditing tools such as SiteImprove

• Data privacy tools

• Audit and risk management tools

• Dynatrace and other application and system monitoring tools

• Security tools (Veracode, Trustwave) and best practices

• Web development technologies (React, Node.js, etc)

• Familiar with Monday.com, JIRA and Confluence

• Experience with mobile apps, Salesforce, microservices and service bus solutions

What You Bring

• 5 to 7 years of related IT Support & Operations and IT Management experience with a focus on operational excellence while ensuring compliance within eCommerce environments (preferably in the hospitality/service industry), including adherence to privacy legislation and accessibility standards such as WCAG

• 2 to 5 years of proven leadership in developing and optimizing business & technology processes, with a strong emphasis on accessibility, privacy, and regulatory adherence, driving organizational readiness and minimizing risk

• Expert in managing conflicts, timelines, and competing priorities within compliance-focused projects, with the ability to advocate for the importance of strong governance and regulatory alignment across all operational processes

• Strong influencing, problem-solving, and negotiation skills, enabling effective collaboration across departments to ensure compliance is maintained while balancing business needs, driving solutions that meet both legal requirements and user accessibility standards

• College diploma or university degree in computer science, IT or business administration.

• Mandatory: Compliance, Privacy, SEO, Performance

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, 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.