AVP, B2B Merchant Experience & Service Operations

Globe Telecom, Inc.; Caloocan; On-site; PHP 4,000,000 - 10,000,000; Full time

Job summary

Globe Telecom, Inc. seeks an AVP – Merchant Experience & Service Operations Head to define and lead the operating model for merchant support, service delivery, escalation management, problem management, and continuous improvement across the merchant lifecycle.

The role emphasizes transforming merchant experience and delivering best-in-class outcomes. You will build a resilient, insight-led operations practice, align cross-functional teams, and implement models that blend human support, data, and

Qualifications

• Experience leading large, complex service organizations.
• Ability to design and implement scalable operating models.
• Proven track record in driving performance in fast-paced environments.

Responsibilities

• Define and lead operating model for merchant support and service delivery.
• Oversee escalation, problem, and continuous improvement processes.
• Mentor and lead high-performing teams across multiple sites and vendors.
• Ensure accountability for service quality and operating discipline.

Skills

Leadership

Project management

Process improvement

Strategic planning

Stakeholder management

Merchant operations

Payments

AI initiatives

Job description

Role Overview

The AVP – Merchant Experience & Service Operations Head will define and lead the operating model for merchant support, service delivery, escalation management, problem management, and continuous improvement across the merchant lifecycle.

Key Responsibilities

• Lead merchant experience transformation, ensuring the merchant journey from discovery, application, onboarding, product usage, settlement, reporting and after-sales support is best in class.
• Build a resilient, future-ready, and insight-led merchant operations practice that improves service outcomes, strengthens cross‑functional execution, and delivers a differentiated experience for merchants and partners.
• Develop, implement and continuously improve operational models that combine human support, workflow discipline, data, and enabling technology.
• Ensure complex, multi-site and multi-vendor operations run with clear accountability for service quality, work performance and operating discipline.
• Provide escalation and problem management oversight.
• Mentor and lead high-performing teams.

Qualifications

• At least 20 years of experience leading complex service organizations and driving organizational excellence in high-growth, high-accountability environments.
• Proven expertise in leadership, project and process management and strategic planning.
• Strong stakeholder management capability with demonstrated success in mentoring high-performing teams and delivering ambitious performance goals in complex, fast-paced environments.
• Experience in merchant, partner, customer service or service operation leadership roles within fast-paced and agile environments.
• Experience in building or leading operational models that combine human support, workflow discipline, data and enabling technology.
• Experience in merchant operations, payment and AI initiative projects.

Benefits

• Opportunity for career growth and development in the #1 FinTech company in the country.
• A highly competitive and flexible compensation and benefits package.