AVP, B2B Merchant Experience & Service Operations

GCash; Manila; On-site; PHP 4,500,000 - 6,500,000; Full time

Job summary

GCash is seeking an AVP – Merchant Experience & Service Operations Head in Manila to define and lead the operating model for merchant support, service delivery, escalation and problem management, and continuous improvement across the merchant lifecycle.

The role aims to build a resilient, insight-led merchant operations practice that improves service outcomes, strengthens cross-functional execution and delivers a differentiated experience for merchants and partners across discovery to

Qualifications

• 20+ years leading complex service organizations in high-growth, high-accountability environments.
• Proven leadership, project and process management and strategic planning experience.
• Strong stakeholder management and mentoring of high-performing teams.
• Experience managing multi-site and multi-vendor operations with clear accountability for service quality.
• Background in merchant, partner, customer service or service operation leadership in fast-paced, agile environments.
• Experience building/leading models combining human support, workflow discipline, data and enabling technology.
• Experience in merchant operations, payments and AI initiative projects.

Responsibilities

• Define and lead the operating model for merchant support, service delivery, escalation management, problem management and continuous improvement across the merchant lifecycle.
• Build a resilient, insight-led merchant operations practice that improves service outcomes and strengthens cross-functional execution.
• Lead merchant experience transformation to ensure the journey from discovery to after-sales support is best in class.

Skills

Leadership

Project management

Process management

Strategic planning

Stakeholder management

Mentoring

Multi-site operations

Vendor management

Merchant operations

AI initiatives

Job description

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

• 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.
• 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.
• Must have experience in merchant operations, payment and AI initiative projects.

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 its people with a highly competitive and flexible compensation and benefits package.