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Global Customer Growth Program 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 Customer Growth Program 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 launching and managing revenue generating programs. This will include working with stakeholders to get input, with our internal and external contact centers on program implementation, and with additional key partners like legal, marketing, training, QA, and reporting. You will report to the Manager of Customer Growth.

Sound good so far?

 

You'll spend time doing the following:

Launching Programs

  • You will develop and maintain comprehensive project plans, including management of concurrent international projects in a fast paced environment
  • You will establish strong working relationships with colleagues and teams across multiple departments to effectively collaborate and achieve results
  • You will also Facilitate and proactively drive issue resolution, follow-up, and elimination of roadblocks

 

Implementation & Ongoing Management of Programs

  • Manage internal and external contact centers towards achieving specific Key Performance Indicators to achieve revenue generating goals, including leading coordination meetings & driving adoption
  • Build, track, and enhance relevant incentive programs for contact centers
  • Track, analyze and report on Key Performance Indicators, including identifying opportunities to improve programs and drive immediate results
  • Review and assess chat transcripts and call recordings, and communicate issues and enhancements with relevant operations leaders

 

Optimization and Enhancement of Programs

  • Identify and implement identified opportunities with existing programs, collaborating with the broader team to share best practices
  • Innovate and test customer facing messaging, marketing, and customer experience

 

We're excited about you if you have:

  • 3+ years of overall business experience; 2+ years experience with project management or marketing experience
  • Bachelor’s degree and/or PMP certification highly desirable.
  • Prior International (non-US) experience highly preferred
  • You are a proven self starter; ability to work independently and effectively escalate concerns in a timely manner
  • You have excellent project management skills and experience driving multiple, complex initiatives concurrently
  • Strong organization, prioritization, and decision-making skills
  • Superior written and verbal presentation skills
  • Excellent attention to detail; accuracy when working with numbers
  • Comfort with data and experience preparing reporting/documentation for use in senior level meetings
  • Proficiency in Excel, Project (or other project management software) and PowerPoint (and/or equivalent Google tools)
  • Experience working with contact centers and/or in operations organizations preferred
  • Experience working in a global and cross-functional organization and/or startup environment preferred
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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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