Manager, Trust & Safety

Job description

Submit your application on Marriott Career Page https://careers.marriott.com/mgr-trust-safety/job/804A5B2F25715A0A516D19C38C6D5118 with Requisition Number 26115620.

About the role

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.

Key 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

About you

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

• Ability to manage sensitive situations with discretion, professionalism and sound judgment

• Demonstrated ability to drive team performance in a metrics-driven environment

• Prior supervisory experience (preferred)

Submit your application on Marriott Career Page https://careers.marriott.com/mgr-trust-safety/job/804A5B2F25715A0A516D19C38C6D5118 with Requisition Number 26115620.

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.