Head of Partner Experience Management

Global Payments Inc.•Cincinnati, OH

1d•$180,000 - $225,000

About The Position

The Head of Partner Experience Management, Platforms defines and leads the strategy for delivering consistent, scalable, and differentiated experiences across the global platform partner ecosystem. The role owns the operating model, teams, processes, technology, and performance framework supporting partners across multiple products and platforms. This strategic and operational leader translates partner needs and business priorities into measurable outcomes. The role uses 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. It requires executive presence and the ability to lead high-performing global teams and influence outcomes across a complex, matrixed organization. The role leads global, multi-product partner support and service; establishes incident, problem, request, escalation, and service management practices; and leads partner-facing responses to critical incidents. It defines an AI-enabled, digital-first service strategy and owns the service technology roadmap, including case management, routing, workflows, SLAs, knowledge, analytics, and automation. It also establishes performance measures connecting service outcomes to partner experience and business results, and builds and develops a high-performing global organization while influencing cross-functional leaders. A bachelor’s degree in Business, Technology, Operations, Management, or a related field is required; an advanced degree is preferred. ITIL, Lean Six Sigma, or a comparable certification is a plus. Significant experience in fintech, payment processing, or a comparable high-volume, mission-critical financial technology environment is strongly preferred.

Requirements

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 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.
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 it into clear severity, escalation, and recovery priorities.
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.
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.
Strategic thinking and operational execution; ability to 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.

Nice To Haves

Significant experience in fintech, payment processing, or a comparable high-volume, mission-critical financial technology environment is strongly preferred.
An advanced degree is preferred.
ITIL, Lean Six Sigma, or a comparable certification is a plus.

Responsibilities

Define and execute the global Partner Experience Management vision, strategy, operating model, and roadmap for Platforms.
Establish a consistent experience across 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.
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.
Establish incident, problem, request, escalation, and service management practices across the partner ecosystem.
Lead partner-facing responses 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.
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 to 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.
Own the service technology roadmap, with 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.
Establish a KPI framework connecting service performance to partner and business outcomes.
Manage measures including 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.
Build, develop, and retain a high-performing global organization with leadership, technical, service management, digital, and analytical capabilities.
Establish 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.
Assess partner, merchant, financial, regulatory, and reputational impact during material service events and translate impact into severity, escalation, and recovery priorities.
Mobilize cross-functional teams around significant issues based on quantified business impact.
Use KPIs, financial data, service metrics, and partner insights to drive decisions and accountability.
Connect operational performance to partner experience, adoption, retention, revenue, and cost-to-serve outcomes.
Use executive dashboards, business cases, budgeting, capacity planning, vendor economics, and transformation investments.