Merchant Operations Manager - Center Of Excellence
The Merchant Operations Manager - Center of Excellence at Groupon is a pivotal role within the company's Operations department, based in Bangalore (Gopalan Axis SEZ). Groupon, an AI-native company, is transitioning from a deals marketplace to an experience discovery platform, connecting millions of customers with local experiences and services. This transformation emphasizes the importance of efficient merchant operations to enhance both customer and merchant experiences.
In this role, the manager will handle complex merchant escalations, ensuring resolution of issues and addressing root causes. Responsibilities include reviewing and coaching the team on resolved cases, approving sensitive actions like large refunds and account changes, and maintaining a healthy case backlog. The manager will also collaborate with various departments such as Sales, Risk, Legal, Compliance, Finance, and Product to resolve issues and align standards. Additionally, they will track and share quality and performance trends with leadership.
Candidates should possess a bachelor's degree in a related field and advanced English proficiency. Proven senior experience in merchant or partner operations, account management, escalations, or quality is essential, with a demonstrated ability to handle complex, high-stakes cases independently. Strong independent judgment, a root-cause mindset, end-to-end ownership, and comfort with digital and automation tools are required. Occasional phone-based contact with merchants is expected, and strong organizational skills in a fast-changing environment are necessary.
While specific compensation details are not provided, Groupon offers a comprehensive benefits package, including health insurance, paid time off, and opportunities for professional development. The company fosters a culture of innovation and collaboration, encouraging employees to leverage AI tools and contribute to the company's transformation. Groupon's mission is to build strong communities through thriving small businesses, offering a dynamic environment for growth and impact.
Joining Groupon means being part of a team dedicated to reshaping local commerce through technology and innovation. Employees are encouraged to take ownership of their work, collaborate across departments, and contribute to the company's mission of connecting consumers with quality local experiences. The role offers opportunities to influence the company's direction and make a tangible impact on its success.