Associate Vice President, Merchant Experience & Service Operations Head Greater Manila, Philippines Area

The Company is seeking an Associate Vice President to lead merchant experience and service operations. The role will define and oversee the operating model for merchant support, service delivery, escalations, problem management, and continuous improvement across the merchant lifecycle. The successful candidate will lead efforts to improve the merchant journey from discovery and onboarding through product use, settlement, reporting, and after-sales support. They will also strengthen cross-functional execution and build a resilient, insight-led operation that delivers consistent service outcomes. Candidates should have at least 20 years of experience leading complex service organizations and driving operational excellence in fast-paced, high-accountability environments. Required qualifications include strong stakeholder management, experience mentoring high-performing teams, and a record of delivering ambitious performance goals. Applicants should have expertise in complex, multi-site and multi-vendor operations, along with leadership experience in merchant, partner, customer service, or service operations. Experience building operating models that combine human support, disciplined workflows, data, and enabling technology is required, as is experience with merchant operations, payments, and AI initiatives.

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