Groupon Employee Spotlight:
Sangeeth Paul 

This month, we’re spotlighting Sangeeth Paul, Head of Operations – Customer Service for Groupon’s GO team, based in India. With nearly six years at Groupon and over 20 years of experience in customer support across India, North America, and Europe, Sangeeth has been driving transformational change in how we deliver a trusted, high-quality customer experience globally.

From leading initiatives like the Voice Recovery Process and Skill Grader to implementing AI-powered solutions that enhance operational efficiency, Sangeeth ensures every customer interaction reflects Groupon’s commitment to Curated Quality and Trusted Value. Known for blending strategic vision with hands-on execution, Sangeeth’s leadership has been instrumental in providing direction and stability, helping the team maintain momentum and cohesion.

Outside of work, Sangeeth recharges by spending quality time with family and friends, bringing the same energy and focus to personal life as to building high-performing, resilient teams. In this conversation, we’ll explore Sangeeth’s journey, the initiatives shaping Groupon’s global customer experience, and the lessons learned from leading operations in a fast-moving, AI-native environment.

In the words of his manager, Ernest Dulnik: "It is difficult to overstate the positive impact Sangeeth has had on our team in India. His leadership has been instrumental in providing direction and stability, which has been essential for maintaining our team's momentum and cohesion. Even with that major responsibility, he never lost sight of our core mission and strategic beliefs. He continuously pushes his teams to innovate and refine their processes, directly improving the quality of support we deliver to our customers every single day, reflecting Curated Quality & Trusted Value and leveraging AI-native tools. What truly sets him apart, however, is his deep and genuine commitment to his people. He has an incredible ability to balance high performance standards with a sincere focus on employee wellbeing, ensuring everyone feels supported and valued. Sangeeth is a true advocate for his team and a stellar example of leadership at Groupon." 

You’ve spent almost 6 years at Groupon and bring 20+ years of experience in customer support. How has your journey shaped your approach to delivering a trusted, high-quality customer experience, in line with Groupon’s mission to curate quality and own the customer journey end-to-end? 

I’m passionate about leading transformational change using technology, especially AI and chatbots, to enhance operational capacity and customer experience. I see our support function as a strategic lever for delivering Curated Quality & Trusted Value, ensuring every interaction builds loyalty, not just solves a transaction. My career journey—from Quality Assurance to Vendor and Operations Management—gave me the discipline to use data for measurable improvements across India, North America, and Europe. This mindset directly supports our mission: owning the journey from discovery to post-purchase, making customers confident in every deal they redeem. 

What makes teams excel in operations while consistently delivering great customer experiences in a fast-moving, AI-native company like Groupon?

Teams succeed by embracing AI-native solutions and automation to enhance efficiency, linking operational actions to tangible outcomes. We rely on metrics like New Hire Training Yield, time-to-resolution, and customer feedback to track improvement. Cross-functional collaboration is essential—when leaders and agents share insights, they see the full journey from discovery to redemption, aligning with our Curated Quality & Trusted Value belief. 

You’ve overseen initiatives like the Voice Recovery Process, Quality Improvement, and Skill Grader. How do these programs enhance the customer experience while supporting strategic growth?

The Skill Grader (a great concept championed by Ernest) demonstrates the power of AI to transform our recruitment pipeline, effectively grading the skill levels of prospective agents and saving countless hours of manual assessment and interviewing time.

The Voice Recovery Process epitomizes customer-centric innovation. This out-of-the-box approach allows us to gather direct insights into critical customer needs, enabling us to act proactively on feedback and turn service failure moments into recovery successes.

Finally, our enhanced Quality Improvement system is another testament to AI's power. It enabled us to move past sampling to check entire engagement volumes, providing the data necessary to make clear, evidence-based decisions about agent performance and coaching

How do you measure impact to ensure these initiatives benefit customers?

We correlate Skill Grader outputs with performance metrics, track repeat contacts and time-to-resolution via Voice Recovery, and monitor full engagement data with AI for Quality Improvement. These actions align with North Star Metrics like Average Reviews, Redemption Rates, and Revenue per FTE Growth. 

Can you share a recent challenge in improving service quality and how you overcame it?

Reducing time-to-resolution for urgent customer issues was critical. By creating a direct chat between frontline agents and Merchant Operations, we eliminated delays and improved customer experience—showing our commitment to owning the journey end-to-end and delivering trusted value. 

With Groupon evolving, how do you adapt your operational approach to support growth while maintaining quality?

I focus on Talent + Technology: developing skilled leaders and embracing AI, automation, and digital platforms to increase operational agility. This supports AI-native operations and positions us to personalize experiences, aligning with our belief in Hyperlocal Supply + Precision.

How do you maintain productivity and balance across large, multi-location teams?

Through trust and delegation. I empower managers and team leaders, intervening only when strategic. This builds resilience while ensuring high-quality service, demonstrating our belief that operational excellence relies on both talent and technology.

What advice would you give to teams aiming to excel in operations and impact customer satisfaction?

Stop viewing processes internally and see them from the customer’s perspective. Think about discovery → purchase → redemption → post-purchase, and ensure every step reflects Curated Quality, hyperlocal relevance, and AI-powered efficiency.

What was the very first Groupon experience you had, and how did it impact your view of the company?

My initial view of Groupon was that of a massive, vibrant organization  filled with diverse ideologies and opinions, a common characteristic of rapidly scaling e-commerce marketplaces. However, as I took on leadership roles and navigated the changes in the company structure, my perspective evolved significantly. I now see Groupon as an organization that has successfully refined its focus, making strategic, purposeful attempts to solve core business issues and drive substantial performance improvements. 

What’s one life lesson you’ve learned that has had a major impact on your professional journey and how you approach challenges at work? 

The most impactful lesson that guides my professional journey is the absolute need to value every individual, irrespective of their designation or talent level. I learned that true operational excellence comes from fostering an environment where every voice is heard, from a frontline agent sharing innovative ideas to a senior leader setting strategy. When people feel seen and respected, they commit fully, which is essential for building a resilient, high-performing team and successfully navigating complex challenges  

When you're not working, what’s a hobby or activity you’re passionate about that helps you recharge?

While I used to rely on playing guitar to recharge, lately I find the most restorative activity is simply spending quality time with family and friends. Nothing re-energizes me quite like a good time out, filled with connection and lots of laughter, that truly does the trick. 

What’s something about you that might surprise people who only know you in a professional setting?

It might surprise some, but I am definitely not a workaholic. While I’m intensely focused when leading complex operations, my secret is actually that I’m quite bad at strictly following a schedule!  

If you could swap lives with any fictional character for a day, who would you choose and why?

Popeye the Sailor Man, without a doubt. Who wouldn't want instant super-strength just by cracking open a can of spinach? Plus, his fashion choices are wonderfully simple. 

What's the most adventurous thing you've ever done, and would you do it again?

Paragliding in Goa. For a few minutes, I finally understood what it feels like to be high-flying and completely out of control. I'd do it again for the views, and because it was slightly less terrifying than a Monday morning queue status update. 

If you could host a dinner with any historical figure, who would you invite and what would be the one question you’d want to ask them?

I'd invite Charles Babbage, the 'Father of the Computer.' I’d ask him, 'Sir, I know the Analytical Engine was brilliant, but did you ever try turning it off and on again? 

If you could instantly master any skill or talent, what would it be and why?

Instantly mastering the Violin would be fantastic. I'd love to produce beautiful music without the years of excruciating screeching practice. My family would certainly thank me for skipping the 'learning phase. 

What's the most embarrassing song on your playlist that you secretly love?

It's a timeless classic! It's 'What a Wonderful World' by Louis Armstrong. I love how it makes everything feel calm, even when I'm stuck in Bangalore’s traffic wishing I had Popeye's strength. 

If someone were visiting India for the first time, which city or region would you recommend they start with, and why?

Definitely South India, starting with a mix of Chennai's culture and Bangalore's clubs. It's the perfect mix of tradition and modernity, plus you can enjoy the food without fearing you might sweat through your passport.