Senior Merchant Experience & Service Operations Leader

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

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