About the role
<div class="content-intro"><p data-pm-slice="1 1 []">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.</p> <p>&nbsp;</p></div><p>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.</p> <h3>
What You'll Do</h3> <ul> <li>Resolve the toughest merchant escalations end-to-end — including direct merchant contact — fixing both the issue and what caused it</li> <li>Review resolved cases across markets, coach the wider team, and set the quality bar</li> <li>Approve sensitive, high-value actions like large refunds, account restrictions, and banking changes</li> <li>Keep the case backlog healthy and dig into why cases repeat</li> <li>Decide whether a deal should pause or move teams, based on full account context</li> <li>Bring handed-off cases to a clean, confirmed close</li> <li>Make sure the right merchant accounts get the right attention</li> <li>Turn recurring issues into lasting policy, process, and automation fixes</li> <li>Help decide what gets automated next</li> <li>Partner across Sales, Risk, Legal, Compliance, Finance, and Product to unblock issues and align standards</li> <li>Track and share quality and performance trends for leadership</li> </ul> <h3>What You'll Bring</h3> <ul> <li>Bachelor's degree in a related field; advanced, professional-level English (written and spoken)</li> <li>Proven senior experience in merchant/partner operations, account management, escalations, or quality — handling complex, high-stakes cases independently</li> <li>Sound, independent judgment — the confidence to own exceptions without waiting to escalate</li> <li>A root-cause mindset: you fix the case and figure out why it happened</li> <li>End-to-end ownership — you make the fix, not just flag it</li> <li>Comfort reading dashboards, spotting patterns, and turning them into recommendations</li> <li>Comfort working with digital and automation tools, and helping improve them</li> <li>Comfort with occasional phone-based contact with merchants</li> <li>Strong follow-through and organization in a fast-changing environment</li> </ul> <h3>Must Have</h3> <ul> <li>Availability aligned with United States business hours</li> </ul> <h3>
