AVP, B2B Merchant Experience & Service Operations

Globe Telecom, Inc.; Manila; On-site; PHP 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Career growth opportunities

Flexible compensation and benefits package

Collaborative team environment

Job summary

Globe Telecom, Inc. is seeking an AVP for Merchant Experience & Service Operations to lead the development of resilient merchant operations. This role involves transforming the merchant journey from discovery to after-sales support.

The ideal candidate will have proven leadership in project management, strong stakeholder management skills, and experience in managing customer service operations in fast-paced environments. Globe Telecom offers competitive compensation and career growth opportunities.

Qualifications

• Proven expertise in leadership and strategic planning.
• Strong stakeholder management capability.
• Experience in multi-site and multi-vendor operations.

Responsibilities

• Lead merchant experience transformation.
• Define the operating model for service delivery.
• Ensure best in class merchant journey management.

Skills

Leadership

Project management

Stakeholder management

Process management

Customer service

Job description

## AVP, B2B Merchant Experience & Service OperationsApplylocations: NCR - WCCtime type: Full timeposted on: Posted Todaytime left to apply: End Date: September 30, 2026 (30+ days left to apply)job requisition id: R0000020974Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!The AVP – Merchant Experience & Service Operations Head will play a critical role and will be accountable for defining and leading the operating model for merchant support, service delivery, escalation management, problem management, and continuous improvement across the merchant lifecycle. The role is expected to 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.Lead merchant experience transformation, ensuring the merchant journey from discovery, application, onboarding, product usage, settlement, reporting and after sales support is best in class.Qualifications:* 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.* Strong command of complex, multi-site and multi-vendor operations with clear accountability for service quality, work performance and operating discipline.* Strong experience in merchant, partner, customer service or service operation leadership roles within fast-paced and agile environment.* Experience in building or leading operational models that combine human support, workflow discipline, data and enabling technology.**What We Offer**Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package### GCash (G-Xchange, Inc.)is the #1 Finance App in the Philippines. Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary ofMynt (Globe Fintech Innovations, Inc.) since 2015.### Mynt (Mynt, Inc.)is a leader in mobile financial services focused on accelerating financial inclusion through mobile money, financial services, and technology.As an affiliate of Globe Telecom, Ant Group, Ayala, and various other global shareholders, Mynt provides secure, accessible, and convenient fintech solutions to individuals, businesses, and organizations. Mynt is recognized as the Philippine’s first and only duacorn with the support of its distinguished local and global shareholders. Mynt operates two fintech companies: GCash, a micropayment service that transforms the mobile phone into a virtual wallet, and Fuse, a tech-based lending company that enables Filipinos to get access to credit.### Fuse (Fuse Financing, Inc.)is a lending institution registered with the Philippine Securities and Exchange Commission that caters to the underserved and unbanked population in the Philippines,aiming to create and sustain opportunities for growth and stability for individuals and businesses alike through responsible and fintech-enabled lending. Fuse’s credit and lending products are powered by GCash’s in-house trust platform, GScore.Fuse is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.)