Senior Manager, Executive Resolution

Job description

Submit application on Marriott Career https://careers.marriott.com/mgr-executive-resolution-senior/job/D7896A4298D449C544A0A4E716F71101 or search Requisition Number 26115617

About the role

This role personally leads and owns the end-to-end intake and resolution of executive level and high-profile customer concerns. The position requires delivering highly personalized, relationship-based advocacy that consistently exceeds expectations, while maintaining composure and decisiveness in fast-moving, high-pressure scenarios.

Key responsibilities

• Lead and own the end-to-end intake and resolution of executive level and high-profile customer concerns

• Achieve first-contact resolution within required resolution targets, whenever possible

• Apply discretion, empathy, and sound judgment in emotionally charged or ambiguous situations

• Deliver highly personalized, relationship-based advocacy that consistently exceeds expectations

• Anticipate customer needs beyond the immediate issue and proactively address them

• Communicate clearly, confidently, and professionally with high profile customers

• Draft and deliver communications aligned with executive tone and brand voice

• Proactively follow up after resolution to reinforce trust and ensure satisfaction

• Partner with Legal, Corporate Communications, Public Relation, Loyalty, and Operations as needed

• Surface recurring themes or risks observed through executive cases and contribute to refinement of standard operating procedures

About you

• 4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; AND three years of experience in customer service, contact center, service recovery environment, or related professional area; OR high school diploma or GED; five years of experience in customer service, contact center, service recovery environment, or related professional area

• Adept at managing and communicating with senior level stakeholders

• Experience triaging and managing escalated customer service issues

• Strong analytical and problem-solving capabilities

Submit application on Marriott Career https://careers.marriott.com/mgr-executive-resolution-senior/job/D7896A4298D449C544A0A4E716F71101 or search Requisition Number 26115617

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.