Assistant Manager – Resolutions

Hilton Grand Vacations

Assistant Manager, Resolutions overseeing owner inquiries and complaints at a company focused on customer experience. Driving improvements and innovations in processes and technology.

Posted 6/11/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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).
Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows.
Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.

Requirements

What you’ll need

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.

Benefits

Comp & perks

We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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.
Please contact us if you need an accommodation.

ATS Keywords

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Hard Skills & Tools

CRM implementationworkflow automationdata analysisprocess improvementcase routingcommunication triggersdecisioning logic

Soft Skills

customer-centric approachempathyprofessionalismanalytical capabilitiescross-functional collaboration