Head of 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

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