Merchant Operations Manager - Center Of Excellence

Groupon
Bengaluru
Workplace: OnsiteFull timeFunction: Business OperationsEducation: bachelorsSkills: ["Independent judgment","Root-cause mindset","End-to-end ownership","Organization","Follow-through"]

Own end-to-end resolution of the toughest merchant escalations in Groupon’s Center of Excellence, including direct merchant contact and sensitive actions such as refunds, restrictions, and banking changes. Review and improve case quality across markets by coaching the team, analyzing repeat root causes, and keeping backlogs healthy. Partner with Sales, Risk, Legal, Compliance, Finance, and Product to unblock issues, set standards, and translate recurring problems into policy, process, and automation improvements.

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FursaFursa
Groupon
Groupon
1 day ago

Merchant Operations Manager - Center Of Excellence

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Last checked: 6 hours agoStatus: Live

Job Summary

Own end-to-end resolution of the toughest merchant escalations in Groupon’s Center of Excellence, including direct merchant contact and sensitive actions such as refunds, restrictions, and banking changes. Review and improve case quality across markets by coaching the team, analyzing repeat root causes, and keeping backlogs healthy. Partner with Sales, Risk, Legal, Compliance, Finance, and Product to unblock issues, set standards, and translate recurring problems into policy, process, and automation improvements.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Resolve the toughest merchant escalations end-to-end, including direct merchant contact and addressing both the issue and its cause.
  • •Review resolved cases across markets, coach the wider team, and set the quality bar.
  • •Approve sensitive, high-value actions including large refunds, account restrictions, and banking changes.
  • •Keep the case backlog healthy by investigating why cases repeat and deciding on pause/move actions based on full account context.
  • •Partner cross-functionally to unblock issues, track quality/performance trends, and turn recurring problems into lasting policy/process/automation fixes.

Key Requirements

  • •Bachelor's degree in a related field; advanced professional 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 to own exceptions without waiting to escalate.
  • •A root-cause mindset—fix the case and determine why it happened.
  • •Comfort reading dashboards, spotting patterns, and turning them into recommendations.
Education:Bachelor's
Skills:Independent judgmentRoot-cause mindsetEnd-to-end ownershipOrganizationFollow-through
Languages:English
Tech Stack:DashboardsAutomation tools

Company Brief

Groupon
Operates an online marketplace offering discounted goods, services, and local experiences by connecting consumers with merchants through deal-based promotions, coupons, and e-commerce listings across multiple markets worldwide.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 2008
Glassdoor
Glassdoor: 3.4
WebsiteLinkedIn