Merchant Operations Manager - Center Of Excellence

Groupon; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Groupon Bengaluru is building a Center of Excellence and seeks a Merchant Operations Manager to own tough merchant escalations end-to-end, including direct merchant contact, and to fix root causes that prevent recurrence while maintaining customer trust. You’ll own the case lifecycle, measure outcomes, and document improvements.

You will collaborate across Sales, Risk, Legal, Compliance, Finance and Product to unblock issues, set the quality bar, drive policy and automation improvements, coach

Qualifications

• Bachelor's degree in a related field with advanced English.
• Senior experience in merchant/partner operations or escalations.
• Ability to own cases end-to-end and exercise independent judgment.
• Root-cause mindset and end-to-end ownership.

Responsibilities

• 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

Skills

Merchant operations

Escalations management

Stakeholder coordination

English proficiency

Data dashboards interpretation

Education

Bachelor's degree in a related field

Tools

CRM systems

Automation tools

Job description

Merchant Operations Manager - Center Of Excellence

Groupon connects 42 million customers with local experiences - restaurants, events, wellness and travel - and the million-plus merchants who deliver them. Our mission is to get people offline and into the real world at prices that make it possible. We're an AI-native company in the middle of a platform transformation, moving from a deals marketplace to an experience discovery platform that works for customers and merchants at the same time.

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 elevate — we want to talk to you.

Groupon is an AI-First Company
We’re committed to building smarter, faster, and more innovative ways of working and AI plays a key role in how we get there. We encourage candidates toleverage AI tools during the hiring process where it adds value, and we’re always keen to hear how technology improves the way you work. If you’re passionate about AI or curious to explore how it can elevate your role you’ll be right at home here.

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce marketplace. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you,

What You’ll Do

• 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

What You’ll Bring

• 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 escape
• 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

Must Have

• Availability aligned with United States business hours

Nice to Have

• Familiarity with Groupon's markets and how deals work
• Experience with common customer- and merchant-management systems