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 escalate — we want to talk to 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
