Senior Mgr-Trust & Safety

Description

JOB SUMMARY

TheSeniorManager Trust & Safety leadsaregionalTrust & Safetyteamensuring customers receivetimely empathetic and professional support duringchallengingand sensitive role manages day-to-day operations drives consistent service delivery and leadsthe Trust & Safety teamthat resolves complex customer issues across relocations claims and safety-related matters. TheSeniorManager partners cross-functionally to balance customer experience with legal and risk considerations.

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelors degree from an accredited university in Business Administration MarketingHospitality Management or related major;threeyearsofexperiencein customer service contactcenter service recovery environment or related professional area.

OR

• High school diploma or GED; fiveyearsofexperiencein customer servicecontactcenter service recovery environment or related professional area.

Preferred

• Proven ability to lead teams and drive improvement in customer service recovery outcomes
• Experience managing highly sensitive customer cases withdiscretion and professionalism
• Strong analytical and problem-solving capabilities

CORE WORK ACTIVITIES

• Lead daily operations of regional Trust & Safety team
• Ensure consistent execution of established processes escalation paths and service standards
• Monitor team performance anddevelopmentand drive accountability for quality timeliness and customer experience outcomes
• Ensure customer issues are resolved withinestablished 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 PR and Field teams to resolve issues quickly and effectively
• Apply established policies and frameworks to manage risk and ensure compliance
• Escalate high-risk or high-impact situations appropriately
• Identifytrends and operational gaps to improve processes and reduce repeat issues
• Contribute insights to leadership to enhance Trust & Safety effectiveness
• Support readiness for escalations and disruptions through disciplined execution

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 greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1