Job DescriptionJOB SUMMARYThe Director, Executive Resolution, leads Marriott's high-profile customer advocacy function. This role serves as the trusted proxy for senior leaders, personally owning the resolution of the company's most sensitive customer situations with urgency, discretion, and exceptional judgment.
Modeled on best-in-class concierge and premium advocacy desks, this role ensures that high-impact customer issues are anticipated, resolved quickly, and followed through proactively, often before being escalated further. The Director is a leader of a global team and operates with an enterprise mindset, strong emotional intelligence, and executive presence. Success in this role will balance customer advocacy with brand protection, legal risk awareness, and cross-organizational alignment. This role has primary accountability for the enterprise handling of Marriott's high-risk and visibility customer situations, where outcomes directly impact brand reputation and executive confidence.
CANDIDATE PROFILE Education and Experience Required
- Bachelor's degree from an accredited university in Hospitality, Business Administration, Marketing, or related field; and 6+ years of relevant professional experience in hospitality, call center operations, or related function
OR
- High school diploma or GED; 8+ years of experience in customer service, contact center, service recovery environment, or related professional area.
Preferred
- Experience leading teams in customer service, hospitality, or service recovery environments
- Strong communication and problem-solving skills, with the ability to handle complex or sensitive customer situations
- Ability to use data and insights to improve performance and customer experience
CORE WORK ACTIVITIES - Leads the end-to-end strategy and resolution of executive-level customer escalations, ensuring alignment with enterprise standards and resolution within defined targets.
- Represents senior leadership in customer engagement, shaping communications and outcomes in complex, high-stakes situations.
- Sets the standard for elevated service delivery, driving recovery strategies that strengthen customer trust, loyalty, and long term brand affinity.
- Directs proactive outreach strategy on behalf of senior leadership, ensuring seamless closure, service recovery, and sustained relationship management.
- Leverages insights and case analysis to anticipate customer needs and potential risks, enabling preemptive action and enhanced customer experience.
- Ensures enterprise accountability for commitments made to customers, driving cross-functional execution, documentation, and follow-through to completion.
- Partner with Legal, Corporate Communications, PR, Loyalty, and Operations during sensitive or crisis scenarios.
- Apply sound judgment in emotionally charged, ambiguous, or reputationally sensitive situations.
- Identify systemic issues emerging from executive complaints and escalate for enterprise action.
- Establish standards for executive-level recovery, ensuring consistency, quality, and brand alignment across all cases.
- Ensure the team consistently delivers outcomes that restore trust and reinforce Marriott's reputation for exceptional care.
All positions offer a 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts. Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.
Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Washington Applicants Only: Employees will accrue paid sick leave, 0.077 PTO balance for every hour worked and be eligible to receive a minimum of 9 holidays annually.
Marriott Headquarters (HQ) supports a hybrid work environment that helps associates Be Connected. HQ based roles are generally hybrid and require regular in-office presence at the assigned location, including for candidates who live within commuting distance of HQ for a role listed as remote. Remote roles will be clearly identified in the job posting.
