Director, Executive Resolution

Marriott•Bethesda, MD

1d•$127,000 - $211,000•Hybrid

About The Position

The 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.