We are seeking a Customer Service Project Manager to join our Operations team at Groupon Goods. This serves as the Goods team lead on Customer Service matters and reports to the Goods Logistics and CS Manager. You will also focus on data analytics, project scoping, and escalation management.

To be successful in this role you will need to possess strong data presentation skills, have the ability to prioritize tasks, and enjoys working cross functionally on a close-knit, highly distributed team.

Duties and Responsibilities:  

• Prepare and present weekly/monthly/quarterly reporting on refund and contact metrics
• Single Point of Contact (SPOC) between the Customer Service an Groupon Goods teams for changes in policies, processes, and escalations
• Identify and drive solutions to fix root cause problems and reduce refunds/contacts.
• Make recommendations on our customer experience based on best in class industry standards and our own moral compass (“The Groupon Promise”)
• Engage stakeholders in the creation and execution of project plans

 
Qualifications

• 4 year college degree (BS/BA)
• 4+ years project management experience with a customer service focus
• Proficiency in data analytics tools, including SQL, Excel, and Tableau.
• Passionate about delivering a best in class customer experience
• Strong sense of ownership, urgency, and diligence
• Proven track record of delivering results
• Excellent written and verbal communication skills

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.