Team Manager, Service Delivery Operations

Groupon • Santa Clarita, CA

316d

About The Position

Groupon is a marketplace where customers discover new experiences and services every day 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.

Requirements

• 3-5 years of leadership experience in service operations or contact center management.
• Strong people management & coaching skills.
• Excellent analytical & problem-solving abilities.
• Ability to drive operational improvements and implement strategic initiatives.
• Experience managing KPIs, SLAs, and performance metrics.
• Strong communication skills with the ability to influence and collaborate across teams.
• Knowledge of consumer law in the supported region is a plus.
• Fluent in English (C1 level); additional languages are a bonus.

Responsibilities

• Manage and coach Team Leads to drive performance and achieve KPIs.
• Provide ongoing training, feedback, and mentorship to enhance team skills.
• Conduct one-on-one meetings to assess performance and identify growth opportunities.
• Ensure teams are adequately staffed to meet business requirements.
• Oversee day-to-day service operations across Merchant Services and Content Operations.
• Implement business strategies to improve efficiency, quality, and service delivery.
• Monitor and analyze key performance metrics, making data-driven decisions.
• Drive change management initiatives, ensuring smooth adoption of new systems and processes.
• Work closely with Global Operations & Service Delivery Leadership to align with company goals.
• Partner with country management teams to enhance local operations.
• Contribute to centralized projects and initiatives to improve global service delivery.
• Act as a backup for colleagues in similar leadership roles across Merchant Services, Business Development, and Inside Sales.
• Continuously seek opportunities to improve existing processes and enhance merchant and customer experience.
• Ensure compliance with company policies, labor laws, and industry standards.
• Develop and implement action plans to address operational challenges and drive performance improvements.

Benefits

• Work in an international, fast-paced environment with a passionate and diverse team.
• Career growth & development opportunities within a global organization.
• Enjoy life in Valencia —a vibrant city with great weather, culture, and work-life balance.
• Make an impact by leading teams that support thousands of businesses and customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Personal and Laundry Services