Senior Manager, Executive Resolution - Canada

Job summary

The Senior Manager is responsible for resolving high-profile and sensitive customer situations to restore brand loyalty and trust. This involves owning the end-to-end resolution process and collaborating with internal partners like Legal and PR to ensure high-quality outcomes.

Job details

Additional Information Job Number 26113956 Job Category Reservations Location Western Sarnia-Lambton Research Park, Sarnia, ONT, Canada, N7S 6L2 VIEW ON MAP Schedule Full Time Located Remotely? Y Position Type Management Pay Range: $83,400 - $116,000 Annually Bonus Eligible: Y 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 Required Education and Experience 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 owns 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, 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. 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. Notification to Applicants: CEC Sarnia takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act, 2005, the Accessibility for Manitobans Act, and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting, our online application or an interview, please call 905-366-5227 or email CanadaApplicationAccommodation@marriott.com and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process. This posting is for an existing vacancy.

What you’ll do

The Senior Manager is responsible for resolving high-profile and sensitive customer situations to restore brand loyalty and trust. This involves owning the end-to-end resolution process and collaborating with internal partners like Legal and PR to ensure high-quality outcomes.

Requirements

Candidates need a bachelor's degree and three years of experience in customer service or service recovery, or a high school diploma with five years of experience. Preferred candidates possess strong analytical skills and experience managing senior-level stakeholders.

Listed skills

• Problem solving · Preferred
• Decision Making · Preferred
• case management · Preferred
• Conflict Resolution · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Executive Communication
• Conflict Resolution
• Customer Advocacy
• Stakeholder Management
• Problem Solving
• Analytical Thinking
• Service Recovery
• Case Management
• Brand Stewardship
• Empathy
• Decision Making
• Relationship Management

Job areas

• Hospitality
• Customer Service & Support
• Management & Leadership