AVP, B2B Merchant Experience & Service Operations

Role Overview

The AVP – Merchant Experience & Service Operations Head will define and lead the operating model for merchant support, service delivery, escalation management, problem management, and continuous improvement across the merchant lifecycle.

Key Responsibilities

• Lead merchant experience transformation, ensuring the merchant journey from discovery, application, onboarding, product usage, settlement, reporting and after-sales support is best in class.
• 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.
• Develop, implement and continuously improve operational models that combine human support, workflow discipline, data, and enabling technology.
• Ensure complex, multi-site and multi-vendor operations run with clear accountability for service quality, work ...