Merchant Operations Manager - Center Of Excellence

Groupon is building a Center of Excellence in Bengaluru — and we're looking for Merchant Operations Managers who work at the top of the craft. This isn't a high-volume support desk. As routine work moves to automation, you'll take on the cases that need real judgment: the toughest merchant escalations, the actions too sensitive to leave unchecked, and the fixes that stop problems from coming back. If you own things end-to-end, make sound calls when there's no playbook, and love solving what others escalate — we want to talk to you.

• Resolve the toughest merchant escalations end-to-end — including direct merchant contact — fixing both the issue and what caused it
• 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
• Make sure the right merchant accounts get the right attention
• Turn recurring issues into lasting policy, process, and automation fixes
• Help decide what gets automated next
• Partner across Sales, Risk, Legal, Compliance, Finance, and Product to unblock issues and align standards
• Track and share quality and performance trends for leadership
• 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 quality — handling complex, high-stakes cases independently
• 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
• Comfort working with digital and automation tools, and helping improve them
• Comfort with occasional phone-based contact with merchants
• Strong follow-through and organization in a fast-changing environment
• Availability aligned with United States business hours
• Familiarity with Groupon's markets and how deals work
• Experience with common customer- and merchant-management systems

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