Manager, Trust & Safety (Greater China)

JOB SUMMARY

The Manager, Trust & Safety is responsible for leading the day-to-day supervision, coaching, and performance management of the regional Trust & Safety team within the Customer Engagement Centers (CECs). This role ensures consistent execution of established processes and supports the resolution of sensitive and complex customer situations, including relocations, claims, and safety-related concerns.

The Manager drives team performance against key service and quality standards, reinforcing a customer-first approach that balances empathy, professionalism, and adherence to risk and legal considerations. This role partners closely with leadership and cross-functional stakeholders to ensure effective issue resolution and continuous improvement of team performance and processes. This role plays a critical part in delivering customer-first resolution at the front line, ensuring that even the most sensitive situations are handled with empathy, consistency, and professionalism.

CANDIDATE PROFILE

Education and Experience

Required

4-year bachelor's degree from an accredited university in Business Administration,Marketing, Hospitality Management, or related major; one year of experience in customer service, contact center, service recovery environment, or related professional area.

OR

High school diploma or GED; three years of experience in customer service, contact center, service recovery environment, or related professional area.

Preferred Prior

supervisory experience

Ability to manage sensitive situations with discretion, professionalism and sound judgment

Demonstrated ability to drive team performance in a metrics-driven environment

CORE WORK ACTIVITIES

Oversees daily team operations to ensure consistent execution of established processes and service standards.

Monitors key performance metrics (quality, timeliness, customer experience) and drives accountability for results.

Ensures timely resolution of customer issues, including proactive communication and follow-up as required.

Identifies performance gaps and implements targeted coaching and process improvements.

Supports the team in resolving complex and sensitive customer issues involving safety, claims, and relocations.

Reinforces best practices for empathetic, clear, and professional customer communication

Escalates high-risk or high-impact issues appropriately to senior leadership.

Ensures recovery efforts are aligned with brand standards and proactively build customer trust

Partners with internal stakeholders (e.g., Legal, Risk, Claims, Corporate Communications, PR, Field teams) to support issue resolution.

Ensures adherence to risk management protocols and escalation procedures.

Identifies opportunities to improve team processes, workflows, and service delivery.

Supports implementation of updates to tools, processes, and guidelines.

Shares insights and trends with leadership to inform broader operational improvements.