Head of Partner Experience Management
Core
Define and lead the global strategy, operating model, and performance framework for partner experience across a multi-product payments platform ecosystem.
Role type
Senior IC Head of Partner Experience Management (Strategy & Operations)
Builds
Global partner service capabilities, AI-enabled self-service experiences, and scalable operating models for a payments platform.
Domain
Fintech / Payments / Global Service Operations
Required skills
Strategic vision & roadmap execution, Global team leadership, Incident & service management, AI & automation strategy, Zendesk expertise, Data-driven decision making, Cross-functional influence, Budgeting & vendor economics
Preferred skills
Fintech & payment lifecycle expertise, ITIL/Lean Six Sigma certification, Advanced degree
Technologies
Zendesk, AI agents, Virtual assistants, Workflow automation tools
Responsibilities
Define global partner experience vision and operating model, Lead global support and service capabilities across multiple products, Establish disciplined incident and service management practices, Drive AI and automation adoption for ticket deflection, Own the service technology roadmap and KPI framework, Build and develop a high-performing global organization
Seniority
Senior, hands-on IC with executive presence