Head of Partner Experience Management

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 growth.
• Lead executive reviews focused on outcomes, trends, root causes, risks, decisions, and corrective actions.

Organizational & Cross-Functional Leadership

• Build, develop, and retain a high-performing global organization with strong leadership, technical, service management, digital, and analytical capabilities.
• Establish clear accountability, organizational structure, talent development, succession plans, and performance expectations.
• Influence Product, Engineering, Technology, Operations, Implementation, Sales, Finance, Risk, Compliance, and Commercial leaders in a matrixed environment.
• Create a culture of ownership, partner advocacy, continuous improvement, innovation, and accountability.

What you’ll bring

Leadership & Strategic Experience

• Significant leadership experience in Partner Experience, Customer Experience, Technical Support, Service Operations, or a related global function.
• Proven success supporting multiple products, platforms, integrations, or complex technology-enabled services.
• Demonstrated ability to build and execute a compelling vision, strategy, operating model, and transformation roadmap.
• Strong executive presence and a record of leading through influence in a global, matrixed organization.
• Proven ability to build, develop, and retain diverse, high-performing teams and leaders.

Fintech & Payments Experience

• Significant experience in fintech, payment processing, or a comparable high-volume, mission-critical financial technology environment is strongly preferred.
• Strong understanding of the payment lifecycle and its operational nuances, including authorization, clearing, settlement, funding, reconciliation, disputes, chargebacks, risk, compliance, and partner integrations.
• Ability to assess partner, merchant, financial, regulatory, and reputational impact during material service events and translate that impact into clear severity, escalation, and recovery priorities.
• Proven ability to create cross-functional urgency and mobilize Product, Engineering, Operations, Risk, Compliance, Finance, and Commercial teams around significant issues based on quantified business impact.

Service, Technology, AI & Operational Expertise

• Expertise in incident, problem, request, escalation, and service management, including critical-incident communications and post-incident improvement.
• Experience designing global delivery and sourcing models spanning internal teams, regional operations, outsourcing, and strategic providers.
• Strong familiarity with Zendesk, including workflows, knowledge, omnichannel routing, SLAs, reporting, and automation.
• Practical experience implementing AI agents, virtual assistants, agent assist, Tier 0, intelligent workflows, and automation with measurable deflection and adoption outcomes.

Data, Business Acumen & Education

• Strong analytical capability using KPIs, financial data, service metrics, and partner insights to drive decisions and accountability.
• Ability to connect operational performance to partner experience, adoption, retention, revenue, and cost-to-serve outcomes.
• Experience with executive dashboards, business cases, budgeting, capacity planning, vendor economics, and transformation investments.
• Bachelor’s degree in Business, Technology, Operations, Management, or a related field required; advanced degree preferred. ITIL, Lean Six Sigma, or comparable certification is a plus.

Leadership Profile

The successful leader will think strategically and execute operationally; create clarity in ambiguity; lead with executive credibility; use data to drive accountability; build strong leaders; influence across boundaries; balance partner experience, risk, performance, and economics; and translate strategy into measurable business impact.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.

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$180K-$225K Base

The above represents the expected salary range for this job requisition.

Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.

Washington Candidates: Click here for information on the Fair Chance Act.