Manager, Trust & Safety

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. is seeking a Manager, Trust & Safety to lead the regional Trust & Safety team within the Customer Engagement Centers. You will coach staff, drive performance against service standards, and ensure compliant handling of relocations, claims, and safety concerns.

You will partner with Legal, Risk, Claims, Corporate Communications, and other teams to resolve issues and continuously improve processes while maintaining a customer-first approach.

Qualifications

• Degree or equivalent experience in a related field.
• Ability to manage sensitive situations with discretion and sound judgment.
• Proven track record driving team performance in a metrics-driven environment.
• Prior supervisory experience is preferred.

Responsibilities

• Oversee daily team operations to ensure consistent execution of established processes and service standards
• Monitor key performance metrics (quality, timeliness, customer experience) and drive accountability for results
• Ensure timely resolution of customer issues, including proactive communication and follow-up as required
• Identify performance gaps and implement targeted coaching and process improvements
• Support the team in resolving complex and sensitive customer issues involving safety, claims, and relocations
• Reinforce best practices for empathetic, clear, and professional customer communication
• Escalate high-risk or high-impact issues appropriately to senior leadership
• Ensure recovery efforts are aligned with brand standards and proactively build customer trust
• Partner with internal stakeholders (e.g., Legal, Risk, Claims, Corporate Communications, Public Relations, Field teams) to support issue resolution
• Identify opportunities to improve team processes, workflows, and service delivery

Skills

Discretion with sensitive situations

Team performance management

Supervisory experience

Education

Bachelor's degree in Business Administration or related field

High school diploma or GED

Job description

Job description

About the role

The Manager, Trust & Safety is responsible for leading the day-to-day supervision, coaching, and performance management of the regional Trust & Safety team within the Customer Engagement Centers (CECs). This role ensures consistent execution of established processes and supports the resolution of sensitive and complex customer situations, including relocations, claims, and safety-related concerns. The Manager drives team performance against key service and quality standards, reinforcing a customer-first approach that balances empathy, professionalism, and adherence to risk and legal considerations. This role partners closely with leadership and cross-functional stakeholders to ensure effective issue resolution and continuous improvement of team performance and processes.

Key responsibilities

• Oversee daily team operations to ensure consistent execution of established processes and service standards

• Monitor key performance metrics (quality, timeliness, customer experience) and drive accountability for results

• Ensure timely resolution of customer issues, including proactive communication and follow-up as required

• Identify performance gaps and implement targeted coaching and process improvements

• Support the team in resolving complex and sensitive customer issues involving safety, claims, and relocations

• Reinforce best practices for empathetic, clear, and professional customer communication

• Escalate high-risk or high-impact issues appropriately to senior leadership

• Ensure recovery efforts are aligned with brand standards and proactively build customer trust

• Partner with internal stakeholders (e.g., Legal, Risk, Claims, Corporate Communications, Public Relations, Field teams) to support issue resolution

• Identify opportunities to improve team processes, workflows, and service delivery

About you

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; one year of experience in customer service, contact center, service recovery environment, or related professional area OR High school diploma or GED; three years of experience in customer service, contact center, service recovery environment, or related professional area

• Ability to manage sensitive situations with discretion, professionalism and sound judgment

• Demonstrated ability to drive team performance in a metrics-driven environment

• Prior supervisory experience (preferred)

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.