Senior Manager, Trust & Safety

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

About the role

The Senior Manager, Trust & Safety, leads a regional Trust & Safety team, ensuring customers receive timely, empathetic, and professional support during challenging and sensitive situations. This role manages day-to-day operations, drives consistent service delivery, and leads the Trust & Safety team that resolves complex customer issues across relocations, claims, and safety-related matters. The Senior Manager partners cross-functionally to balance customer experience with legal and risk considerations.

Key responsibilities

• Lead daily operations of regional Trust & Safety team
• Ensure consistent execution of established processes, escalation paths, and service standards
• Monitor team performance and development, and drive accountability for quality, timeliness, and customer experience outcomes
• Ensure customer issues are resolved 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

About you

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; three years of experience in customer service, contact center, service recovery environment, or related professional area
• OR High school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area
• Proven ability to lead teams and drive improvement in customer service recovery outcomes
• Experience managing highly sensitive customer cases with discretion and professionalism
• Strong analytical and problem-solving capabilities

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.