Continuous Improvement Manager

| Chicago

 

Are you passionate about continuously improving and refining process across the globe?

 

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.

 

The Continuous Improvement Manager - Lean Six Sigma Black Belt will initially be responsible for the identification and management of process improvement projects with a specific focus on contact reduction within the contact center both in Chicago and Chennai, India. This person will also be responsible for building positive relationships with various partners throughout the company and will be charged with helping to develop a culture of continuous improvement at Groupon.

 

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?

 

Responsibilities:

  • You will identify, lead, and execute Lean Six Sigma Projects using the DMAIC methodology
  • Collect and analyze data and determine solutions based on root cause analysis and build business cases to present to key partners and solutions
  • Create process maps and help standardize process and workflow
  • You will build reports and use data to drive decisions throughout CS
  • Serve as a primary leader with vision on CI strategy
  • Support the head of customer experience in preparing for leadership meetings, team huddles, and problem solving on major projects and issues
  • You will interface and collaborate with other areas of operations, including: merchant services, editorial, scheduling, and others
  • Filter and identify critical process changes and updates between departments

 

Qualifications:

  • Bachelors degree required
  • 5+ years of process improvement experience
  • Knowledge of Lean Six Sigma Methodology
  • Black Belt certification required
  • Expertise with process mapping and knowledge of process mapping tools (Visio, etc) is required
  • Experience with statistical tools required (Minitab, SPCExcel, etc)
  • You have, preferably, worked in a call center environment
  • 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
  • PMP certification a plus

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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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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