Cx Operations

Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. To date we have worked with over a million merchant partners worldwide, connecting over 16 million customers with deals across various categories. In a world often dominated by e-commerce giants, we stand out as one of the few platforms uniquely committed to helping local businesses succeed on a performance basis. Groupon is on a radical journey to transform our business with relentless pursuit of results. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. The impact here can be immediate due to our scale and the speed of our transformation. We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. At Groupon, we make it easy for people to discover the best local businesses at unbeatable prices. We're reinventing the small business world by equipping merchants with tailored deal campaigns, payment processing solutions, and tools that help them run their operations more effectively. **Our mission**: to empower businesses and enhance the customer experience. **The Role**: The **CX Operations & Automation Project Manager** will drive strategic initiatives focused on improving refund processes, enhancing self-service capabilities, and managing key operational workflows. This role combines project management, process design, and automation strategy to support a customer-first approach across our operations. We're looking for someone with a background in customer service or retail operations, strong experience with Salesforce, and a keen interest in automation tools like chatbots or AI. If you're a natural problem-solver with a passion for structuring complex challenges, thrive under pressure, and excel at bringing teams together to hit bold goals, this could be your perfect next step. Hybrid from Madrid, Valencia, Warsaw or Prague **What You'll Do**: **End-to-End Project Ownership** Lead multiple high-impact, concurrent initiatives from planning to full execution, ensuring delivery on time and within scope. **KPI-Driven Performance** Define, track, and analyze operational metrics to identify trends, opportunities, and risks, turning insights into actionable improvements. ️ **Process Design & Optimisation** Develop, maintain, and enhance operational processes that boost efficiency, scalability, and customer satisfaction. **Cross-Functional Collaboration** Work closely with global teams to drive alignment, manage stakeholders, and ensure seamless project delivery. **Tool & Innovation Testing** Trial new platforms, AI tools, and automation solutions to improve workflows and performance. **Global CX Impact** Support and optimize multi-region support models to deliver world-class customer service. **What We're Looking For**: ** Experience**: - 5+ years in retail, e-commerce, or other performance-driven industries. - Proven track record in project management with cross-functional leadership. - Experience in global CX operations or multi-region support models. **Education & Credentials**: - Bachelor's degree in Business, Operations, Engineering, or related field (preferred). - Project Management certifications (PMP, Agile, Scrum) are a plus. **️ Skills & Competencies**: - Strong problem-solving and structured thinking. - Advanced organisational skills and comfort with Asana (required). - Proficient in data analysis using Excel/Google Sheets. - Experience with dashboards, trend analysis, and process improvement. - Fluency in English, written and spoken. - Spanish, Polish, or Czech would be an advantage **✨ Bonus Points For**: - Familiarity with AI tools, chatbots, and automation. - Experience with Salesforce Service Cloud, Tableau, or similar platforms. - Chatbot development exposure. **Why Join Us?**: At Groupon, you'll be part of a passionate, globally connected team that values agility, innovation, and impact. You'll have the freedom to own projects, experiment with new approaches, and see the results of your work in real-time. If you're ready to drive operational excellence at a global scale, we'd love to hear from you. **Groupon** **is an AI-First Company** **Beware of Recruitment Fraud**:Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job