- North Bridge Road Downtown Core Central Region (Singapore) Singapore
STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. Hiring! Full Time Senior Manager, Trust - Safety in Central Region (Singapore), Earn up to SGD 14,000 - Ricebowl
Senior Manager, Trust - Safety
STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD.
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Job Description
Responsibilities
Submit application Marriott Career ************* or search for Requisition Number 26115618
About the role
The Senior Manager, Trust & Safety, leads a regional Trust & Safety team, ensuring customers receive timely, empathetic, and professional support during challenging and sensitive situations. This role manages day-to-day operations, drives consistent service delivery, and leads the Trust & Safety team that resolves complex customer issues across relocations, claims, and safety-related matters. The Senior Manager partners cross-functionally to balance customer experience with legal and risk considerations.
Key responsibilities
Lead daily operations of regional Trust & Safety team
Ensure consistent execution of established processes, escalation paths, and service standards
Monitor team performance and development, and drive accountability for quality, timeliness, and customer experience outcomes
Ensure customer issues are resolved within established service timelines, with proactive communication and follow-up
Ensure customers are proactively supported with clear communication, empathy, and professionalism throughout the resolution process
Reinforce service recovery practices that proactively build trust and confidence
Partner with Legal, Risk, Claims, Corporate Communications, Public Relations, and Field teams to resolve issues quickly and effectively
Apply established policies and frameworks to manage risk and ensure compliance
Identify trends and operational gaps to improve processes and reduce repeat issues
Contribute insights to leadership to enhance Trust & Safety effectiveness
About you
4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; 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
Proven ability to lead teams and drive improvement in customer service recovery outcomes
Experience managing highly sensitive customer cases with discretion and professionalism
Strong analytical and problem-solving capabilities
Submit application Marriott Career ************* or search for Requisition Number 26115618
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.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
In support of our extensive growth in Asia Pacific, we have immediate positions available at our engaging, fun and award winning Customer Contact Center.
About the role
The Senior Manager, Trust & Safety, leads a regional Trust & Safety team, ensuring customers receive timely, empathetic, and professional support during challenging and sensitive situations. This role manages day-to-day operations, drives consistent service delivery, and leads the Trust & Safety team that resolves complex customer issues across relocations, claims, and safety-related matters. The Senior Manager partners cross-functionally to balance customer experience with legal and risk considerations.
Key responsibilities
Lead daily operations of regional Trust & Safety team
Ensure consistent execution of established processes, escalation paths, and service standards
Monitor team performance and development, and drive accountability for quality, timeliness, and customer experience outcomes
Ensure customer issues are resolved within established service timelines, with proactive communication and follow-up
Ensure customers are proactively supported with clear communication, empathy, and professionalism throughout the resolution process
Reinforce service recovery practices that proactively build trust and confidence
Partner with Legal, Risk, Claims, Corporate Communications, Public Relations, and Field teams to resolve issues quickly and effectively
Apply established policies and frameworks to manage risk and ensure compliance
Identify trends and operational gaps to improve processes and reduce repeat issues
Contribute insights to leadership to enhance Trust & Safety effectiveness
About you
4-year bachelor's degree from an accredited university in Business Administration, Marketing, Hospitality Management, or related major; 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
Proven ability to lead teams and drive improvement in customer service recovery outcomes
Experience managing highly sensitive customer cases with discretion and professionalism
Strong analytical and problem-solving capabilities
Submit application Marriott Career ************* or search for Requisition Number 26115618
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.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
In support of our extensive growth in Asia Pacific, we have immediate positions available at our engaging, fun and award winning Customer Contact Center.
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