Regional Trust & Safety Leader - Customer Experience & Risk

starwood customer contact centre (ap) pte. ltd.; Singapore; On-site; SGD 150,000 - 220,000; Full time

Job summary

Marriott International in Singapore seeks a Senior Manager, Trust & Safety to lead a regional team, delivering timely, empathetic support during challenging situations and balancing customer experience with risk and legal considerations.

You will oversee day-to-day operations, drive consistent processes, partner with cross-functional teams, and mentor staff to uphold service standards while handling highly sensitive cases with discretion.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality Management, or related major.
• Three years of experience in customer service, contact center, or service recovery.
• Proven ability to lead teams and improve customer service recovery outcomes.
• Experience handling highly sensitive customer cases with discretion.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Lead daily operations of the regional Trust & Safety team.
• Ensure consistent execution of processes, escalation paths, and service standards.
• Monitor team performance and drive accountability for quality, timeliness, and customer experience outcomes.
• Resolve customer issues within established service timelines, with proactive communication and follow-up.
• Ensure customers are proactively supported with clear communication, empathy, and professionalism throughout the resolution process
• Reinforce service recovery practices that proactively build trust and confidence
• Partner with Legal, Risk, Claims, Corporate Communications, Public Relations, and Field teams to resolve issues quickly and effectively
• Apply established policies and frameworks to manage risk and ensure compliance
• Identify trends and operational gaps to improve processes and reduce repeat issues
• Contribute insights to leadership to enhance Trust & Safety effectiveness

Skills

Team leadership

Customer service excellence

Analytical thinking

Risk management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software (Salesforce)

Job description

Marriott International in Singapore seeks a Senior Manager, Trust & Safety to lead a regional team, delivering timely, empathetic support during challenging situations and balancing customer experience with risk and legal considerations.

You will oversee day-to-day operations, drive consistent processes, partner with cross-functional teams, and mentor staff to uphold service standards while handling highly sensitive cases with discretion.