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$17.5K

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How much do sr resolution manager jobs pay per year?

As of Jun 5, 2026, the average yearly pay for sr resolution manager in the United States is $117,128.00, according to ZipRecruiter salary data. Most workers in this role earn between $80,500.00 and $150,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Sr Resolution Manager, and why are they important?

To thrive as a Sr Resolution Manager, you need strong problem-solving abilities, conflict resolution experience, and a background in customer service or operations management, often supported by a bachelor's degree. Familiarity with case management systems, CRM platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, leadership, and negotiation skills set top performers apart in this role. These skills and qualities are crucial for efficiently resolving complex issues, maintaining client satisfaction, and driving team effectiveness.

What are some common challenges faced by a Sr Resolution Manager, and how can they be successfully addressed?

A Sr Resolution Manager often encounters complex customer issues that require balancing company policies with customer satisfaction. Navigating escalated cases and coordinating with cross-functional teams can be challenging, especially when quick and effective solutions are needed. Success in this role relies on strong communication, negotiation, and problem-solving skills, as well as the ability to remain calm under pressure. Building strong relationships with colleagues in operations, legal, and customer support departments can also help streamline resolutions and improve outcomes.

What is a Sr Resolution Manager?

A Sr Resolution Manager is a senior-level professional responsible for overseeing and resolving complex issues or disputes within an organization, often related to customer service, operations, or project delivery. They handle escalated cases, analyze root causes, and develop strategies to prevent future problems. Sr Resolution Managers typically lead teams, collaborate with other departments, and ensure that resolutions align with company policies and customer satisfaction goals. Their expertise is crucial for maintaining high service standards and improving overall business processes.

What is the difference between Sr Resolution Manager vs Customer Support Supervisor?

AspectSr Resolution ManagerCustomer Support Supervisor
CredentialsExperience in conflict resolution, project management, and industry-specific certificationsCustomer service experience, leadership skills, and sometimes industry-specific training
Work EnvironmentOversees resolution teams, manages escalations, and develops strategies for complex issuesManages customer support staff, handles daily operations, and ensures service quality
Employer & Industry UsageCommon in IT, telecommunications, and service industriesWidely used in retail, hospitality, and call centers

The Sr Resolution Manager focuses on high-level resolution strategies and managing escalated issues, often in technical or complex environments. In contrast, the Customer Support Supervisor handles daily customer interactions and team supervision. Both roles require strong communication skills, but the Sr Resolution Manager typically deals with more complex cases and strategic planning.

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Sr Resolution Manager jobs near you
Infographic showing various Sr Resolution Manager job openings in the United States as of May 2026, with employment types broken down into 91% Full Time, and 9% Part Time. Highlights an 100% In-person job distribution, with an average salary of $117,128 per year, or $56.3 per hour.
Senior Manager, Dispute Resolution Operations

Senior Manager, Dispute Resolution Operations

BBB National Programs Inc

Mclean, VA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 19 days ago

Job description

BBB National Programs

BBB National Programs is where businesses turn to enhance consumer trust and consumers are heard.


Senior Manager, Dispute Resolution Operations

*This position requires on-site presence in McLean, VA 4-5 days a week.

WHO WE ARE

We are a non-profit organization dedicated to fostering a more accountable and trustworthy marketplace. As the foremost thought leader on industry self-regulation, we are shaping the way that businesses and consumers interact with one another. As the home of U.S. independent industry self-regulation, we are currently operating more than twenty globally recognized programs that have been helping enhance consumer trust in business for more than 50 years.

Our programs provide third-party accountability and dispute resolution services that address existing and emerging industry issues, create a fairer playing field for businesses, and better experience for consumers. We continue to evolve our work and grow our impact by providing business guidance and fostering best practices in areas such as advertising, child-and-teen-directed marketing, data privacy, dispute resolution, automobile warranty, technology, and emerging areas.


ABOUT OUR DISPUTE RESOLUTION PROGRAMS

Our Dispute Resolution programs help businesses design and implement mediation and arbitration services, tailored to regulatory requirements of the business, and meet federal and state regulatory requirements. For over 40 years, our trusted and impartial processes have been used by many businesses needing a dispute resolution mechanism to resolve their customer disputes efficiently and fairly.

Our out-of-court services are offered in two major sectors: automotive and class actions and include programs such as BBB AUTO LINE mediation/arbitration, class action arbitration, Terms of Service (ToS), and continue to expand into new areas.

YOUR IMPACT

As Senior Manager, Dispute Resolution Operations, you will serve as the primary operational leader responsible for ensuring the effective execution and continued evolution of our dispute resolution programs.

You will lead operations through a structured team model, maintaining visibility into performance across intake, case management, and support functions. This role serves as the central point of coordination across Operations, Policy & Compliance, and Training & Development, ensuring workflows are aligned, risks are identified early, and issues are resolved without unnecessary escalation. You will partner closely with leadership to address capacity, performance, and workflow challenges, while helping to build a sustainable and scalable operational model. You will champion the thoughtful use of AI and emerging technologies to identify opportunities that increase operational efficiency, improve output, and enhance the overall effectiveness of dispute resolution workflows.

This is not a traditional contact center environment; the role operates within a quasi-adjudicative framework requiring strong judgement, process discipline, and ability to manage complex, case-based workflows.

Essential Duties and Responsibilities

  • Lead the day-to-today operations of dispute resolution programs through front-line leadership (Operations Supervisor, Team Leads, Quality Assurance, and functional leads), ensuring effective execution across intake, case management, and support functions.
  • Maintain visibility into operational performance, ensuring cases progress within required timelines and program standards, and proactively addressing risks or bottlenecks.
  • Serve as the primary escalation point for complex, sensitive, or high impact operational issues.
  • Oversee reporting and post arbitration support functions, ensuring accountability, consistency, and performance improvements across the team.
  • Assess operational capacity and demand trends, ensuring the program is positioned to respond effectively to fluctuations in volume.
  • Partner with leadership to identify and implement solutions to workflow, capacity, and performance challenges.
  • Collaborate closely with Policy & Compliance and Training & Development leadership to ensure alignment across program requirements, workflows, and team performance.
  • Leverage data, reporting, and operational insights to identify trends, improve workflows, and support decision-making.
  • Support the evolution of reporting capabilities, including opportunities for business intelligence (BI), automation, and emerging technology.
  • Explore, evaluate, and support the responsible use of AI and emerging technologies to improve operational efficiency, strengthen workflow execution, and increase team output.
  • Partner with leadership and cross-functional teams to identify, pilot, and implement AI-enabled and other technology-driven process improvements that enhance scalability, reporting, and service delivery.
  • Lead and develop front-line leadership to strengthen team performance, accountability, and long-term program sustainability.
  • Manage sensitive investigations and escalate matter requiring sound judgment and discretion.


WHAT YOU WILL BRING

Must have:

  • Bachelor’s degree in business and/or equivalent work experience
  • 7+ years leading operations in a high volume, process-driven environment in a contact center and/or customer service environment
  • Proven ability to lead through others, including supervisors and/or team leads
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive decisions
  • Experience managing performance through KPIs and operational metrics
  • Ability to maintain visibility into operations and proactively communicate risk trend and performance insight
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels within the organization
  • Experience leading, coaching, and developing teams
  • Proficiency with CRM systems and operational tools

Let us know if you have:

  • Experience in dispute resolution, arbitration, or mediation programs
  • Experience with contact center and workforce management environments
  • Experience with Microsoft Dynamics, Salesforce, or similar platforms
  • Exposure to business intelligence tools, reporting frameworks, or process automation
  • Fortune 500 contact center experience


WHAT WE OFFER:

At BBB National Programs, we bring a growth mindset as we advance our mission and strive to foster trust, innovation, and competition in the marketplace, while cultivating a team of talented and engaged professionals who seek out new challenges and opportunities to catalyze our progress. We are an inclusive organization, bringing a dynamic environment that supports our employees and the meaningful work we do.


Health & Welfare Benefits: You will be offered a comprehensive plan offering health, dental and vision plans, paid short-term disability insurance, and life insurance.

Financial Well-Being: Build your retirement savings with our 401k plan matching up to 7% of your contributions.

Time Off: You will have flexibility for the time you need off from work. We offer a variety of plans including vacation, personal, and wellness leave.

Wellness: We promote physical and mental wellness by providing a fully equipped on-site fitness center in our offices and an employee assistance program.

Environment: Our modern headquarters in McLean, VA, and our office in New York, NY provide space for creativity and collaboration, and the technology resources so you can be at your best. We believe that an inclusive workforce is a strength in fulfilling our mission.


BBB National Programs is Great Place to Work® Certified and has been named Best Place to Work for Working Daughters.

BBB National Programs is proud to be an equal employment opportunity employer.