Global Customer Engagement Project Manager

| Chicago

 

Collaborative - Problem-Solver - Customer-Focused --- Does this sound like you?

 

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 Global Customer Engagement Project Manager will be a member of the Global Strategic Engagement & Growth team within the Global Operations organization. This team is tasked with deepening customer engagement, lifetime value, and profitability of our customers. You will be responsible for collaborating with a number of colleagues and teams on the planning, implementation and management of various projects that are critical to supporting our Customer Engagement strategy, including activation of new customers and retention of at risk customers. This will include working with stakeholders to get input, with product teams on technology features and enhancements, with our internal and external contact centers on program implementation and management and with additional key partners like marketing, training, QA, data science, reporting and analytics. You will report to the Senior Manager, Global Customer Engagement.

 

Have we piqued your interest so far?

 

You'll spend time on the following:

  • You will be developing and maintaining comprehensive project plans
  • You'll manage concurrent projects with global teams in a fast paced environment, while maintaining strong communication and documentation
  • Facilitating and proactively driving issue resolution, follow-up and elimination of roadblocks
  • Leading project meetings, and creating and distributing regular written updates
  • Reviewing and assessing chat/email transcripts and call recordings
  • Tracking, analyzing and reporting results
  • Establishing strong working relationships with co-workers and teams across multiple departments to effectively collaborate to achieve results

 

We're excited about you if you have:

  • 3+ years of overall business experience; 2+ years experience in a project management capacity, where strong execution was necessary to drive business results in a fast-paced and demanding setting
  • Bachelor’s degree and/or PMP certification highly desirable
  • You are a proven self starter; able to work independently and effectively advance concerns in a timely manner
  • You have excellent project management skills and experience driving multiple, complex initiatives concurrently
  • You have strong organization, prioritization and decision-making skills
  • Excellent written and verbal presentation skills
  • Comfort with data and experience preparing reporting/documentation for use in senior level meetings
  • Excellent attention to detail; accuracy when working with numbers
  • Proficiency in Excel, Project (or other project management software) and PowerPoint (and/or equivalent Google tools)
  • You have experience working with contact centers and/or in operations organizations
  • Preferably you've worked in a global and cross-functional organization and/or startup environment
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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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