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Groupon Marketing and Communications Team
R26706

Content Operations Team Leader, Ultima (English Speaking countries)

Description

We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?

You’ll spend time on the following:

  • manage day to day operations for supervised teams with the support of direct supervisor whenever required, with the aim to provide the best customer and merchant experience
  • oversee KPIs and SLAs team specific and ensure that the teams are meeting expectations

  • provide the teams with regular feedback, training and coaching they need to meet expectations

  • hold weekly reviews with managers to go over the team performance, including SLAs, KPIs and quality specific for respective country for Content Operation Team

  • provide clear action plans, in collaboration with Area Manager, to improve and drive results as needed

  • maintain an in-depth understanding of all key policies, procedures and processes specific to respective departments, 

  • ensure company policies and guidelines are being followed. Hold regular meetings to collect and disseminate information

  • support the strategy through implementing the operational initiatives taken to improve the efficiency of the team, processes and drive customer experience

  • preparation of data, reports and other applications/tools for recurring appointments

  • act as hiring manager in recruitment processes for new hires to join own team

  • onboard new hires in alignment with the broader onboarding program

  • independently manage company performance reviews, provide recognition and praise for managed team members

  • autonomously hold one to one meetings with supervised team members to review individual performance 

  • apply, interpret, and execute both Groupon HR related policies and respective labor law legal standards while managing and addressing all employee/people related actions

  • perform other duties as assigned by the manager.

We’re excited about you if you have:

  • Fluency in the language of the market/country being serviced (C1), good command of English (at least on B2 level)

  • IT literacy and proficient in Microsoft Office

  • Previous experience using Salesforce.com software preferred

  • Previous experience with an e-commerce company preferred

  • Knowledge of consumer law of the supported region,

  • Basic knowledge of COPC standards for Service Delivery Management,

  • Focused and analytical reasoning skills,

  • Ability to work independently with focus on results and desired outcomes with attention to details,

  • Ability to manage people effectively supported by high communication skills,

  • Ability to handle complaints, difficult situations and conflicts patiently and calmly in a constructive manner.

  • Ability to managing change by demonstrate alignment and support for organizational change, innovation etc.,

  • Detailed knowledge of LOB relevant internal processes.

Groupon is an Equal Opportunity Employer


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.

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