Mgr-Trust & Safety

JOB SUMMARY

The Manager Trust & Safety is responsible for leading the day-to-day supervision coaching and performance management of the regional Trust & Safety team within the Customer Engagement Centers (CECs). This role ensures consistent execution of established processes and supports the resolution of sensitive and complex customer situations including relocations claims and safety-related concerns.

The Manager drives team performance against key service and quality standards reinforcing a customer-first approach that balances empathy professionalism and adherence to risk and legal considerations. This role partners closely with leadership and cross-functional stakeholders to ensure effective issue resolution and continuous improvement of team performance and processes. This role plays a critical part in delivering customer-first resolution at the front line ensuring that even the most sensitive situations are handled with empathy consistency and professionalism.

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelors degree from an accredited universityin Business Administration Marketing Hospitality Management or related major;oneyearofexperience incustomer service contact center service recovery environment or related professional area.

OR

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

Preferred

• Prior supervisory experience
• Ability to manage sensitive situations withdiscretionprofessionalismand sound judgment
• Demonstrated ability to drive team performance in a metrics-driven environment

CORE WORK ACTIVITIES

• Oversees daily team operations to ensure consistent execution of established processes and service standards.
• Monitors key performance metrics (quality timeliness customer experience) and drives accountability for results.
• Ensurestimelyresolution of customer issues including proactive communication and follow-up asrequired.
• Identifiesperformance gaps and implements targeted coaching and process improvements.
• Supports the team in resolving complex and sensitive customer issues involving safety claims and relocations.
• Reinforces best practices for empathetic clear and professional customer communication
• Escalates high-risk or high-impact issues appropriately to senior leadership.
• Ensures recovery efforts are aligned with brand standards and proactively build customer trust
• Partners with internal stakeholders (e.g. Legal Risk Claims Corporate Communications PR Field teams) to support issue resolution.
• Ensures adherence to risk management protocols and escalation procedures.
• Identifiesopportunities to improve team processes workflows and service delivery.
• Supports implementation of updates to tools processes and guidelines.
• Shares insights and trends with leadership to inform broader operational improvements.

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.