Senior Manager, Customer Resolution (Greater China)

JOB SUMMARY

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

Beyondtraditional 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 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 bachelors degree from an accredited university in Business Administration MarketingHospitality Management or relatedmajor;and3threeyearsofexperiencein customer service contactcenter service recovery environment or related professional area.
• High school diploma or GED;5yearsofexperiencein customer servicecontactcenter service recovery environment or related professional area.

OR

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 formonitoring 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 feedbacksharedwith 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 escalate 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 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.