Job Description
Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Head of Partner Experience Management, Platforms to join our ever-evolving team and help shape the future of global commerce.
The Head of Partner Experience Management, Platforms will define and lead the strategy for delivering consistent, scalable, and differentiated experiences across our global platform partner ecosystem. This leader will own the operating model, teams, processes, technology, and performance framework supporting partners across multiple products and platforms.
This role requires a strategic and operational leader who can translate partner needs and business priorities into measurable outcomes. The leader will use data, KPIs, AI, automation, self-service, and disciplined service management to improve partner experience, accelerate resolution, increase platform adoption, reduce cost to serve, and support revenue growth. Success requires strong executive presence and the ability to lead high-performing global teams and influence outcomes across a complex, matrixed organization.
What you’ll own
Partner Experience Vision & Strategy
Define and execute the global Partner Experience Management vision, strategy, operating model, and roadmap for Platforms.
Establish a consistent experience across multiple products, partner segments, regions, and service channels.
Represent Partner Experience in executive reviews, strategic planning, investment decisions, and partner discussions.
Translate partner insights, operating trends, and business priorities into targeted experience improvements.
Global Service & Multi-Product Support
Lead global support and service capabilities across a complex portfolio of products, platforms, and integrations.
Design scalable service models based on partner needs, product complexity, strategic value, geography, and support requirements.
Develop a global sourcing strategy spanning internal teams, regional capabilities, outsourced partners, and digital channels.
Ensure the operating model scales with partner growth, new products, platform expansion, and changing service demand.
Service & Incident Management
Establish disciplined incident, problem, request, escalation, and service management practices across the partner ecosystem.
Lead partner-facing response to critical incidents with timely communication, clear ownership, executive visibility, and effective restoration.
Use root-cause analysis and service data to eliminate recurring issues, reduce disruption, and strengthen platform reliability.
AI, Automation & Digital Experience
Define and execute an AI-enabled, digital-first service strategy using AI agents, virtual assistants, agent assist, knowledge automation, intelligent routing, and workflow automation.
Build and scale Tier 0 and self-service experiences that resolve common partner needs without assisted support.
Drive ticket deflection, containment, self-service adoption, first-contact resolution, faster resolution, and lower cost to serve.
Establish governance, monitoring, knowledge quality, and human escalation paths for AI-enabled experiences.
Service Technology & Tools
Own the service technology roadmap, with strong working knowledge of Zendesk or comparable enterprise service platforms.
Optimize case management, omnichannel routing, workflows, SLAs, knowledge management, analytics, and automation across products, regions, service tiers, and partner segments.
Use contact drivers and service data to identify friction and eliminate avoidable demand.
Performance & Business Outcomes
Establish a KPI framework connecting service performance to partner and business outcomes.
Manage CSAT/NPS, service levels, response and resolution times, first-contact resolution, backlog, escalation rates, ticket deflection, self-service adoption, incidents, and cost to serve.
Connect experience performance to adoption, retention, platform utilization, revenue activation, and…