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Senior Manager Business Operations, NAM Local

| Chicago

Are you a problem solver? Do you have a passion for building projects from the ground up?

 

Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

 

Our Customer Service Team plays a vital role in directly impacting the reputation of Groupon by providing one-to-one support to our global subscribers via email and chat to address any questions or concerns with their Groupon experience. Individuals who thrive in our CS team are web savvy and have high degrees of empathy, patience, and resourcefulness.

 

As the Senior Manager of Business Operations, you will be responsible for the oversight and improvement of the customer experience in the North America local business. You will use the voice of our customers to guide your priorities, addressing root cause issues and working with various parts of the organization to fix issues upstream (Sales, Products, CS Ops, Editorials, Merchant Services, Product, and Engineering). And because you’re working with other parts of the organization, you’ll use your understanding of the Groupon business as a whole to ensure processes that are driven from CS work in harmony with all other parts of the organization.

 

We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?

 

You’ll spend time on the following:

  • Own customer experience for Groupon Local, focusing on increasing CSAT and First Touch Resolution (FTR), while reducing refunds and CPU

  • Implement a culture of business partner, focused on improving the end to end customer experience

  • Work with the functional leaders (Sales, Merchant Support, Editorial, Customer Service, product, finance) to have an E2E vision on the customer and merchant experience for a specific LOB or verticals

  • Participate in the definition and development of all future strategies; lead development of Operational Excellence plan for department

  • Develop business cases and define requirements for new policies and segmentations that will increase purchase frequency and customer retention

  • Manage team dedicated to improving customer experience on Local

  • Hold regular operational reviews with “internal clients” (VP, MDs, Department Heads)

  • Influence Senior-level leaders and handle exposure to all-level Executives at Groupon

  • Maintain deep Financial expertise and understand how the Groupon Business/Revenue/cost functions

  • (Internal candidates) Have extensive knowledge of all Groupon processes, tools and policies with a key focus on improving the customer experience, increasing efficiency and ensuring all key KPI’s are met

 

We’re excited about you if you have:

  • Bachelor’s degree

  • 10+ years of overall business experience, demonstrating ability to drive continuous improvement projects in a Customer Service or other customer-facing teams

  • 5+ years of process improvement experience

  • 3+ years of project management experience

  • 2+ years of team/people management

  • Experienced interpersonal and documentation skills necessary for proficiently and diligently executing programs, processes and strategies

  • You have experience with reporting tools and dashboards (Tableau, etc)

  • Change management experience is a plus

  • Background with call center technology and infrastructure a plus

  • Experience presenting to senior leaders

  • Problem-solving skills, project management expertise and strategic vision

  • Advanced written and oral communication skills, including the ability to present to large groups

  • Experience leading, persuading, and interacting with various groups

  • Experience in a call center environment is a plus

  • PMP certification and change management experience is a plus

  • Proficient in Excel

  • SQL skills a plus

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AccessDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • JIRAManagement
    • SalesforceCRM

Location

Our headquarters is nestled alongside the Chicago River in the bustling River North neighborhood, close to both blue and brown line CTA trains.

An Insider's view of Groupon

How would you describe the company’s work-life balance?

Groupon provides an environment where I can strive for maximum work-life effectiveness, room for growth, and there is always something new to do. I enjoy spending lots of time at work because I love what I do; the hours are not burdensome, Groupon fits me. I define success in my own terms & Groupon provides us with the flexibility to be successful.

Milan

Senior Manager of Operations

What kinds of technical challenges do you and your team face?

We are working on arriving at the optimal attribution models across different areas of our business. For example, the attribution of a purchase to a specific experience — a home page feature, an email, a push notification — likely has a different window of time where we can reasonably say a specific purchase is a result of a specific experience.

Kristi

Data Scientist

How has your career grown since starting at the company?

Here at Groupon, what you do matters. I got my start at Groupon as an intern and have had the opportunity in the past (almost) 5 years to build out a global volunteer program that has engaged over 5,000 employees in over 63,000 hours of service supporting the work of close to 650 nonprofit organizations.

Alicia

Program Manager, Employee & Community Engagement

What projects are you most excited about?

Recently, we committed to having 100% of our job descriptions reviewed for gender balance by the end of 2018. Also for 2018, work will continue with our Employee Resource Groups, who play a pivotal part in the attraction and selection of diverse top talent, and themselves can be developed and promoted into company leaders.

Carlos

Head of Diversity Recruitment

What are Groupon Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Recreational Clubs

Additional Perks + Benefits

Fitness benefits. Free office shuttles. Paid parental and family leave. Comprehensive sales training program. Sense of joy. Onsite cafes. Unlimited Routine Time Off (RTO). Flexible spending accounts. Life & AD&D insurance. 401(k). Disability coverage.

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