Senior Manager, Customer Resolution (Greater China)
Marriott International · Guangzhou
| Position Title: | Senior Manager, Customer Resolution | Date Created: | May 2026 |
| Career Band: | Blue | Date Modified (if applicable): | |
| Grade: | 8 | Department Name: | Customer Resolution Center |
| Primary Job Family: | Corporate Manager of Individual Contributors | FJC: | Create New |
| Functional Job Family: | Reservations Sales | FJC Description: | Create New |
| Notes: |
JOB SUMMARY
The Senior Manager, Customer Resolution, leads a regional team responsible for resolving customer concerns with speed, empathy, and proactive follow‑through. This role ensures consistent ownership and high-quality resolution of customer issues, setting clear standards for accountability, judgment, and service excellence across all interactions.
Beyond traditional 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 advocacy. This 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 bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; and 3+ three years of experience in customer service, contact center, service recovery environment, or related professional area.
- High school diploma or GED; 5 years of experience in customer service, contact center, service recovery environment, or related professional area.
OR
Preferred
- Proven ability to lead teams and drive performance outcomes
- Experience managing the full lifecycle of customer service issues
- Strong analytical and problem-solving capabilities
CORE WORK ACTIVITIES
- Responsible for monitoring regional customer advocacy outcomes to drive optimal performance to meet resolution targets.
- Support team during complex and 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 feedback shared with the appropriate Communications, Marketing, and Public Relations stakeholders.
- Serve as regional advocacy lead for Brand, Loyalty, and Operations partners.
- Identify customer resolution trends and systemic issues and escalate insights for enterprise 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 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.
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