Client:
Groupon
Location:
Valencia, Spain
Job Category:
Other
Job alert service
-
EU work permit required:
Yes
Job Reference:
298704581186446950432460
Job Views:
1
Posted:
23.07.2025
Expiry Date:
06.09.2025
Job Description:
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 committed to helping local businesses succeed on a performance basis.
Groupon is on a journey to transform our business with a relentless pursuit of results. Despite our global presence, we maintain a culture that inspires innovation, rewards risk-taking, and celebrates success. Our scale allows for immediate impact, and our culture fosters autonomy and meaningful contribution.
About the Role
Location:
Valencia, Spain
Department:
Global Service Delivery Operations
As a Team Manager, Service Delivery Operations, you will manage and optimize our Merchant Services and Content Operations teams within the EMEA hub. Reporting to the VP of Global Operations, you will lead Team Leads and oversee service operations across multiple business lines. Your focus will be on driving efficiency, meeting KPIs, and ensuring an exceptional experience for merchants and customers.
This role offers the opportunity to work in a fast-paced, international environment, implementing strategies, supporting change management, and leading process improvements.
Key Responsibilities
* Team Leadership & Development:
Manage and coach Team Leads to drive performance and achieve KPIs. Provide ongoing training, feedback, and mentorship. Conduct one-on-one meetings to assess performance and identify growth opportunities. Ensure teams are adequately staffed.
* Operations & Strategy Execution:
Oversee day-to-day service operations. Implement strategies to improve efficiency, quality, and service delivery. Monitor key performance metrics and drive data-driven decisions. Lead change management initiatives.
* Collaboration & Stakeholder Management:
Work with Global Operations & Service Delivery Leadership. Partner with country management teams. Contribute to global projects. Act as a backup for colleagues in similar roles.
* Process Optimization & Compliance:
Continuously improve processes. Ensure compliance with policies, labor laws, and industry standards. Develop action plans for operational challenges.
What We're Looking For
* 3-5 years of leadership experience in service operations or contact center management.
* Strong people management and coaching skills.
* Excellent analytical and problem-solving abilities.
* Ability to drive operational improvements and strategic initiatives.
* Experience managing KPIs, SLAs, and performance metrics.
* Strong communication skills for influencing and collaboration.
* Knowledge of consumer law in the supported region is a plus.
* Fluent in English (C1 level);
additional languages are a bonus.
Why Join Groupon?
* Work in an international, fast-paced environment with a passionate team.
* Career growth and development opportunities.
* Enjoy life in Valencia—a vibrant city with great weather, culture, and work-life balance.
* Make an impact by leading teams supporting thousands of businesses and customers.
Please note:
If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more info. Do not provide bank or payment details when applying. All applications should be made via the 'Apply now' button.
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