SeniorManager, Customer Resolution

STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Restaurant/employee facilities

Job summary

Marriott International in Singapore seeks a Senior Manager, Customer Resolution to lead a regional team that resolves customer concerns with speed and empathy. The role drives proactive recovery through insights, reducing escalations and elevating loyalty across all interactions.

Key focus areas include ownership standards, accountability, and service excellence while collaborating with Brand, Loyalty and Operations partners to deliver consistent, high-quality outcomes at scale.

Qualifications

• Bachelor's degree in Business Admin, Marketing, Hospitality or related field with 3+ years in customer service or contact center.
• OR a high school diploma with 5 years of experience in customer service or service recovery.
• Preferred: proven ability to lead teams, manage lifecycle of issues, analytical/problem solving.

Responsibilities

• Monitor regional advocacy outcomes to meet resolution targets.
• Support team during complex and escalated cases.
• Enhance service recovery strategies with proactive outreach to mitigate escalations.
• Reduce repeat escalations by addressing root causes.
• Coach team to handle recovery empathetically and build loyalty.
• Share noteworthy feedback with Communications, Marketing and PR stakeholders.
• Serve as regional advocacy lead for Brand, Loyalty and Operations.
• Identify resolution trends and escalate insights for enterprise action.
• Provide stakeholder management with Senior Executives and follow-up.
• Support status update reporting for executive and escalated cases.

Skills

Team leadership

Customer service lifecycle

Analytical skills

Education

Bachelor's degree

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 escalatte 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.