Team Manager at Groupon
Katowice, PL

Making sure our customers have an amazing experience is the heart of everything we do

 

At Groupon, we have a mission 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 around the world. 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 (CS) teams play a vital role in Groupon’s brand value and reputation by providing support to our current and future customers. Whether it's over chat, email, or phone, our teams handle customer queries (big and small) to help solve problems and diffuse tricky situations. We have a passion for building the best customer experience in ecommerce.

 

As an SSC Operations Manager, you’ll report into the SSC Site Manager and manage 3 Team Leaders based in Katowice. You’ll inspire the team to deliver excellent customer service for the UK/Ireland market while driving them to follow SLAs and hit goals. In addition to managing the team's daily workload, you'll be responsible for developing, coaching and performance managing a team to ensure we're not only meeting but exceeding internal and external expectations. Our Managers are not only dedicated to our customer's experience, but focused on driving business results.

 

You’ll spend time on the following:

  • Manage SSC local Team Leads to ensure delivery of team KPIs and SLAs are met and performed in an efficient manner
  • Coach and develop Team Leads to acquire and refine necessary job skills by providing the best onboarding practices, constructive feedback, mentoring, ongoing training and other coaching techniques
  • Conducts 1:1 meetings with direct reports to evaluate and drive an individual’s performance against KPIs
  • Work closely with SSC leadership team to implement new strategies for success
  • Lead change management by providing the best support for SSC Team Leads in this area when implementing new systems as well as global and local processes,
  • Constantly seeking to improve existing processes and policies with a complete overview and closing the loop for the customer and merchant experience improvement.
  • Take appropriate actions for optimization and implementing solutions that improve client experience and customer satisfaction across all departments
  • Maintain an in-depth understanding of key policies, procedures and best practices of operational excellence/SOP for respective departments to ensure consistent and complying operations,

 

We’d love if you have:

  • Bachelor’s degree required
  • At least 2 years of experience managing day-to-day operations in a Shared Service environment, including contact center work
  • Excellent verbal communication and writing skills, strong presentation skills
  • Experience of managing and analyzing ops metrics to find root causes and develop short, medium and long-term plans
  • Proven hands-on attitude: able to take initiative, be flexible and adaptable
  • Experience of change management, strong negotiation and influencing skills
  • Able to work effectively through influence and collaboration, ability to develop effective working relationships with employees at all levels

 

Groupon's purpose is to build strong communities through thriving small businesses.  To learn more about the world's largest local ecommerce marketplace,  click here for the latest Groupon news. Plus, be sure to  check out the values  that shape our culture, guide our strategy and make our company a great place to work. And just don't take our word for it.  Hear from real Groupon team members  and learn more about our  inclusive employee groups. If all of this sounds like something that's a great fit for you, then click apply and let's see where this takes us. 

 

Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupon’s equal employment opportunities, you may contact Groupon's Ethics Reporting Service Ethicspoint.