Merchant Operations Manager - Center Of Excellence

📋 Description

• Resolve the toughest merchant escalations end-to-end — including direct merchant contact — fixing
• Review resolved cases across markets, coach the wider team, and set the quality bar
• Approve sensitive, high-value actions like large refunds, account restrictions, and banking changes
• Keep the case backlog healthy and dig into why cases repeat
• Decide whether a deal should pause or move teams, based on full account context
• Bring handed-off cases to a clean, confirmed close

🎯 Requirements

• Bachelor's degree in a related field; advanced, professional-level English (written and spoken)
• Proven senior experience in merchant/partner operations, account management, escalations, or
• Sound, independent judgment — the confidence to own exceptions without waiting to escalate
• A root-cause mindset: you fix the case and figure out why it happened
• End-to-end ownership — you make the fix, not just flag it
• Comfort reading dashboards, spotting patterns, and turning them into recommendations