Director, Operations and Technology

Reports to: President & CEO

Direct Reports: 2–3 staff and external consultants (as applicable)

Location: Ottawa (Hybrid)

The Opportunity

Hotels Canada is looking for a highly organized, solutions-oriented leader to oversee the systems, processes, and infrastructure that keep our organization running effectively.

As Director, Operations & Technology, you will lead a diverse portfolio that includes operations, technology, human resources, risk management, and organizational administration. This role is ideal for someone who enjoys creating structure, improving processes, solving problems, and helping teams perform at their best.

You are equally comfortable thinking strategically and rolling up your sleeves to get things done. You have exceptional attention to detail, strong project and process management skills, and a natural curiosity about how technology can improve efficiency and effectiveness. You embrace change, welcome new ideas, and are motivated by the challenge of building better ways of working.

Working closely with the President & CEO and leadership team, you will play a key role in strengthening the organization's operational foundation and supporting the continued growth and success of Hotels Canada.

What Success Looks Like

In this role, you will:

• Create operational excellence across the organization by building efficient, scalable, and well-documented processes.
• Ensure technology platforms, systems, and data are secure, reliable, and effectively supporting business needs.
• Establish strong internal controls and governance practices that reduce risk and improve accountability.
• Support a positive, productive, and high-performing workplace environment.
• Act as a trusted advisor and problem-solver for operational and technology-related challenges.
• Continuously identify opportunities to improve how work gets done.

Key Responsibilities

Operations & Administration

• Lead and support the day-to-day operations of the Association.
• Oversee office administration, facilities, insurance programs, employee benefits, supplies, subscriptions, memberships, and vendor relationships.
• Develop, implement, and maintain organizational policies, procedures, and internal controls.
• Maintain operational documentation, including records related to systems access, passwords, and subscriptions.
• Provide oversight of areas where administrative operations and accounting functions intersect, ensuring effective coordination, communication, and execution of shared operational and financial activities.
• Manage the operations and technology budget and support organizational budgeting, forecasting, and financial reporting processes.
• Assist with vendor invoice processing, expense coding, and credit card reconciliation, as required.
• Evaluate and improve internal workflows to increase efficiency and effectiveness.

Technology & Digital Infrastructure

• Lead the management and continuous improvement of HC's technology ecosystem.
• Oversee external IT providers and technology vendors.
• Ensure CRM, membership databases, business systems, and physical assets are well-managed, secure, and aligned with organizational needs.
• Support operational integrity of member records, reporting, and data governance.
• Champion technology adoption and identify opportunities to improve productivity through digital tools and automation.
• Stay informed of emerging technologies and recommend practical solutions that support organizational goals.

Risk Management & Governance

• Maintain HC's risk register and support enterprise risk management activities.
• Coordinate contract management and work with legal advisors when required.
• Ensure compliance with relevant legislation, policies, and governance standards.
• Maintain and regularly test business continuity and crisis management plans.
• Develop and maintain dashboards that track key performance indicators and strategic objectives.
• Prepare operational reports and updates for the Board and relevant committees.

Human Resources

• Lead HR administration, including recruitment, onboarding, offboarding, performance management, and employee relations.
• Maintain HR records and employee leave tracking.
• Ensure compliance with employment legislation and internal policies.
• Coordinate staff development and professional learning initiatives.
• Support and strengthen a collaborative, inclusive, and high-performing workplace culture.

Leadership & Organizational Effectiveness

• Partner with the President & CEO and leadership team to align operations with strategic priorities.
• Lead and mentor a small team while fostering accountability, collaboration, and continuous improvement.
• Build strong relationships with vendors, partners, consultants, and stakeholders.
• Drive operational excellence through thoughtful planning, measurement, and execution.

Who You Are

You are someone who:

• Has a keen eye for detail and takes pride in getting things right.
• Thrives on creating order, structure, and efficient processes.
• Balances strategic thinking with hands-on execution.
• Is comfortable managing multiple priorities in a fast-paced environment.
• Approaches challenges with curiosity, resourcefulness, and determination.
• Embraces innovation and is always looking for smarter ways of working.
• Builds trust through accountability, follow-through, and sound judgment.
• Enjoys supporting others and enabling team success.
• Can move seamlessly between big-picture planning and day-to-day operational execution.

What You Bring

• Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field.
• 7–10 years of progressively responsible experience in operations, administration, technology, or organizational management.
• Experience in a not-for-profit, association, or member-based organization is considered a strong asset.
• Demonstrated success managing multiple functions simultaneously in a dynamic environment.
• Experience overseeing technology platforms, CRM systems, or digital transformation initiatives.
• Strong understanding of operational controls, risk management, and organizational governance.
• Excellent communication, relationship-building, and problem-solving skills.
• A track record of improving systems, processes, and organizational effectiveness.

Why Join Hotels Canada?

At Hotels Canada, you'll have the opportunity to make a meaningful impact in a national organization that is helping shape the future of Canada's hotel industry. As Director, Operations & Technology, you will play a central role in strengthening the systems, processes, and people practices that enable our team to deliver results.

We are a small, collaborative team that values initiative, accountability, curiosity, and continuous improvement. If you enjoy creating order from complexity, embracing new ideas, and contributing to a culture where everyone rolls up their sleeves to support shared success, we'd love to hear from you.

We offer:

• A competitive salary of $90,000–$110,000, commensurate with experience
• Comprehensive health and benefits coverage
• Transportation allowance
• Hotel discount program
• Hybrid work environment
• Professional development opportunities
• A supportive and collaborative team culture
• The opportunity to make a meaningful impact on a national industry and the businesses that drive Canada's visitor economy

This job posting will remain open until the position is filled. Applications will be reviewed on an ongoing basis. We thank all applicants for their interest; however, only those whose qualifications, skills, and experience most closely align with the requirements of the position and who are selected to proceed in the recruitment process will be contacted.

Hotels Canada is committed to creating an inclusive workplace and welcomes applications from all qualified candidates. Accommodations are available throughout the recruitment process upon request.