Senior Manager, Customer Resolution

starwood customer contact centre (ap) pte. ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Marriott International in Singapore seeks a Senior Manager, Customer Resolution to lead a regional team focused on swift, empathetic issue resolution and proactive customer recovery at scale.

The role emphasizes ownership, accountability, and service excellence across interactions, reducing escalations and strengthening long-term loyalty among customers.

Qualifications

• Required: 4-year bachelor's degree in Business Administration, Marketing, Hospitality Management, or related major; and 3+ years in customer service or related area.
• OR High school diploma; 5 years in customer service or related area.

Responsibilities

• Monitor regional customer advocacy outcomes to meet resolution targets.
• Support team during complex and escalated cases as needed.
• Enhance service recovery strategies with proactive outreach to mitigate escalations.
• Reduce repeat escalations by addressing root causes.
• Coach team to ensure empathy and loyalty in recovery experiences.
• Share noteworthy feedback with Communications, Marketing, and PR stakeholders.
• Act as regional advocacy lead for Brand, Loyalty, and Operations partners.
• Identify resolution trends and systemic issues for enterprise action.
• Provide stakeholder management support with Senior Executives.

Skills

Team leadership

Lifecycle management

Analytical thinking

Education

Bachelor's degree in Business/Marketing/Hospitality

High school diploma

Job description

JOB SUMMARY

TheSeniorManager, Customer Resolution,leadsaregional team responsible for resolving customer concerns with speed, empathy, and proactive follow‑through. This role ensures consistent ownership and high-quality resolution of customer issues, setting clear standards for accountability, judgment, and service excellence across all interactions.

Beyond traditional case management, the role drives a proactive approach to customer recovery: leveraging insights to anticipate needs, prevent escalation, and elevate resolution experiences. By turning recovery moments into meaningful, memorable interactions, the role strengthens customer loyalty and builds long-term advocacy.This role is responsible for transforming everyday service recovery into proactive, loyalty-building experiences at scale, reducing escalation volume while strengthening long-term customer advocacy.

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing,Hospitality Management, or relatedmajor;and3+threeyearsofexperiencein customer service, contactcenter, service recovery environment, or related professional area. OR High school diploma or GED;5yearsofexperiencein customer service,contactcenter, service recovery environment, or related professional area.

Preferred

• Proven ability to lead teams and drive performance outcomes
• Experiencemanaging the full lifecycle ofcustomer service issues
• Strong analytical and problem-solving capabilities

CORE WORK ACTIVITIES

• Responsible for monitoring regional customer advocacy outcomes to drive optimal performance to meet resolution targets.
• Support team duringcomplexand escalated cases, as needed.
• Enhance service recovery strategies by adopting a proactive outreach approach to mitigate any further customer case escalation.
• Drive measurable reduction in repeat escalations by identifying and addressing root causes.
• Coach team members to ensure recovery experiences are handled with empathy and prioritize increasing customer confidence and loyalty.
• Ensure noteworthy customer feedback sharedwith theappropriate Communications, Marketing, and Public Relations stakeholders.
• Serve as regional advocacy lead for Brand, Loyalty, and Operations partners.
• Identifycustomer resolution trends and systemic issues and escape insightsforenterprise action.
• Provides support with stakeholder management with Senior Executives including proactive and reactive follow up.
• Supports status update reporting for executive and escalated case management.

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.