Manager, Performance Management Operations Job at Four Seasons (Miami)

Job Description

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.

Job Responsibility

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

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
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
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 have

Experience with structured testing solutions e.g. ADO, Jira
Experience with workflow management tools e.g. ServiceNow, Zendesk
Professional designations

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Manager, Performance Management Operations

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