Trust & Safety Operations Manager

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

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.