Asst Manager Resolutions

Hilton Grand Vacations • Orlando, FL

7d

About The Position

Assistant Manager, Resolutions is responsible for leading the intake, management, and resolution of owner inquiries, complaints, and critical issues, primarily those tied to receivables, delinquency, and overall product experience. This role ensures efficient, empathetic resolution while identifying and addressing root causes that contribute to non-payment or dissatisfaction. This role is essential in shifting to a new CRM platform by helping to outline, create, and apply future workflows. The Assistant Manager will concentrate on improving processes, automating tasks, and enabling technology. They will contribute to developing a more scalable, efficient, and customer-focused resolutions function from scratch.

Requirements

• Strong experience in managing complex customer inquiries, complaints, and blocking issues, with the ability to navigate sensitive, high-impact situations and drive timely, effective resolution.

Nice To Haves

• Experience supporting or participating in CRM implementations, migrations, or system enhancements.
• Background in receivables, collections, or customer account servicing environments.
• Demonstrated ability to drive process improvement and workflow automation initiatives.
• Strong analytical capabilities, with experience interpreting data to detect trends and boost operational performance.

Responsibilities

• Oversee and resolve complex owner complaints and inquiries related to receivables, billing disputes, product concerns, and delinquency.
• Act as a primary contact point for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused outcomes when a blocking issue arises.
• Partner cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery and Compliance to drive consistent and effective resolutions.
• Identify trends and root causes behind complaints and blocking issues, particularly those driving delinquency, to improve processes proactively.
• Lead the redesign of resolution workflows to reduce manual effort, streamline processes, and improve resolution speed and accuracy.
• Identify and apply automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic).
• Develop scalable, standardized SOPs aligned to future-state processes.
• Drive continuous improvement initiatives to enhance operational efficiency and customer outcomes.
• Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows.
• Help design and optimize case management, handling of blocking issues, and customer communication within the new platform.
• Participate in user acceptance testing (UAT), training, and rollout activities to ensure successful adoption.
• Ensure the new system is built with automation, usability, and scalability as core principles.
• Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.
• Monitor and improve important measures such as resolution time, repeat contacts, rates of blocking issues, and customer satisfaction.
• Implement proactive communication strategies to reduce inbound complaints and improve transparency.
• Coach team members on de-escalation, communication guidelines, and relationship management.
• Support and mentor team members, fostering a culture of accountability, innovation, and continuous improvement.
• Help define the future-state vision for the resolutions function, including automation, self-service capabilities, and seamless owner experiences.
• Stay informed on emerging technologies, CRM capabilities, and automation tools to continuously evolve operations.
• Inspire change management efforts to support new systems, processes, and organizational priorities.

Benefits

• Reasonable accommodations will be given to individuals with disabilities throughout the application and interview stages.
• We also extend accommodations for performing key job responsibilities and for receiving employment benefits and privileges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed