Senior Manager, Executive Resolution (Greater China)

JOB SUMMARY 

The Senior Manager, Executive Resolution, is responsible for resolving Marriott’s most high-profile and sensitive customer situations, delivering concierge-level service that restores trust, loyalty, and long-term advocacy. This role is differentiated by the personal ownership of Marriott’s most visible, high-impact customer situations, where resolution quality and speed directly influences brand perception and loyalty.  

Modeled after best‑in‑class concierge and premium advocacy desks, this role sits at the intersection of empathy, decisiveness, executive communication, and brand stewardship. The Senior Manager is responsible ensuring issues are resolved quickly, often on first contact, while coordinating seamlessly across internal partners. This role is hands-on, outcome-driven, with relentless focus on the customer experience.  

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
• 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.  

Preferred 

• Adept at managing and communicating with senior level stakeholders 
• Experience triaging and managing escalated customer service issues 
• Strong analytical and problem-solving capabilities 

 CORE WORK ACTIVITIES  

• Personally leads and ownsthe 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, ensuring customers feel heard, valued, and confident in Marriott’s care. 
• Create moments that transform challenging situations into loyalty-building experiences that customers remember 
• 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, PR, Loyalty, and Operations as needed. 
• Maintain composure and decisiveness in fast-moving, high-pressure scenarios. 
• Recognize when to escalate versus when to act independently.
• Surface recurring themes or risks observed through executive cases. 
• Contribute to the refinement of the Executive Resolution standard operating procedures and service level standards. 
• Research, develop, and share insights, data, and analytics impacting the area and customer experience.