Manager, Customer Relations & Vendor Management

Job Summary

The Manager, Customer Relations & Vendor Escalations manages customer relations activities across third-party vendor partners that provide collections, customer service, and escalation support for Financial Services. This role serves as a day-to-day liaison between MVW and assigned vendor partners, helping ensure vendor interactions are accurate, compliant, timely, and aligned with MVW service expectations.

Vendor Relationship Management

• Manage the day-to-day operations and relationship with third-party vendor partners providing collections, customer service, and customer escalation support.
• Maintain vendor performance expectations, service level agreements (SLAs), and key performance indicators (KPIs) aligned with MVW standards.
• Review vendor performance results, identify gaps, and partner with leadership to support corrective action plans or follow-up actions.
• Reinforce vendor alignment with MVW service expectations, brand standards, and customer experience principles.

Customer Escalations & Resolution

• Serve as a primary point of contact for escalated customer concerns related to vendor interactions, including referrals from vendor partners, Customer Advocacy, and leadership channels.
• Review, research, document, and coordinate resolution of complex or sensitive customer issues in a timely and professional manner.
• Ensure customer communication and vendor handling reflect MVW’s commitment to service excellence and appropriate issue resolution.
• Maintain accurate documentation of customer interactions, resolution steps, outcomes, and follow-up commitments in systems of record.

Compliance & Risk Support

• Ensure vendor adherence to applicable regulatory and compliance requirements, including FDCPA, FCRA, RESPA, UDAAP, SCRA, and GLBA.
• Partner with Legal, Compliance, Operations, and Financial Services leaders to address escalated issues, regulatory inquiries, documentation needs, and customer-impacting concerns.
• Monitor vendor-supported credit bureau dispute processes and help ensure timely, accurate, and well-documented responses.

Quality Assurance & Continuous Improvement

• Carry out or coordinate quality assurance reviews of vendor calls, correspondence, case handling, and documented outcomes.
• Identify recurring issues, service trends, root causes, and process gaps that may impact owner experience or collections effectiveness.
• Recommend practical process improvements, standard work, and communication enhancements to improve consistency across vendor partners.

Reporting & Analytics

• Prepare and review recurring reporting related to vendor performance, escalation volume, service accuracy, customer satisfaction trends, and collections support outcomes.
• Escalate performance anomalies, compliance concerns, or customer-impacting trends to leadership with supporting data and recommended next steps.
• Use reporting and trend analysis to support informed decision-making and continuous improvement efforts.

Leadership & Collaboration

• Provide day-to-day coaching, guidance, and work direction to MVW Collectors to support high standards of service and accountability.
• Collaborate with vendor management staff and internal partners by clarifying expectations, tracking follow-up items, and helping remove barriers to resolution.
• Partner with Operations, Legal, Compliance, Customer Advocacy, Financial Services, and vendor teams to resolve issues and support consistent execution.
• Promote a team culture focused on accountability, service quality, collaboration, and continuous improvement.

Specific Candidate Profile

• Educational background: Bachelor’s degree in Business, Finance, Hospitality, or a related field preferred, or equivalent combination of education and relevant experience.
• Experience: Three (3)+years of experience in customer service, financial services, collections support, vendor management, or related operations.
• Experience supporting third-party vendor relationships or outsourced service providers preferred.
• Experience researching and resolving escalated customer complaints, service issues, payment inquiries, credit disputes, or compliance-sensitive matters preferred.
• Prior experience providing work direction, coaching, or day-to-day guidance to associates or vendor partners preferred.

Skills & Competencies

• Strong customer-service mindset with the ability to balance issue resolution, compliance, and business needs.
• Strong communication, documentation, follow-up, and relationship-management skills.
• Ability to analyze trends, identify root causes, and recommend practical process improvements.
• Sound judgment, attention to detail, and ability to handle sensitive or escalated matters professionally.
• Working knowledge of collections, credit reporting disputes, or financial services operations preferred.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint; experience with reporting or case management tools preferred.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.