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Merchant Operations Manager

GrouponPrague
On-site Full-time

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Experience Level

Manager

Qualifications

We are seeking a candidate with a strong analytical mindset, proven project management skills, and a passion for leveraging technology to drive operational excellence. Experience with Salesforce and a solid understanding of AI principles is highly desirable. Exceptional communication and stakeholder management abilities are crucial for success in this role.

About the job

At Groupon, we are more than just a marketplace; we are a vibrant community where customers uncover new experiences and services every day, while local businesses flourish. With over a million merchant partners worldwide, we connect 16 million customers with exceptional deals across diverse categories. In a landscape often dominated by e-commerce giants, Groupon stands out as a platform uniquely committed to empowering local businesses with performance-driven results.

We are on an exciting journey of transformation, driven by a relentless pursuit of excellence. Despite our global presence with thousands of employees across continents, we foster a culture that inspires innovation, embraces risk-taking, and celebrates success. Here, your impact can be immediate thanks to our scale and the rapid pace of our evolution. We offer the best of both worlds: we have the resources and scale of a large organization while providing the autonomy and potential for meaningful impact that comes with a smaller company.

About the Role

The Merchant Operations team at Groupon is a high-volume, global operation dedicated to supporting merchants across multiple markets. As the Merchant Operations Manager, you will act as the operational right hand to the Director of MO. You will analyze data, scope and implement process changes, align with senior stakeholders, and spearhead AI adoption within MO agent workflows. This role is based in Prague and provides significant ownership from day one.

Key Responsibilities

Analysis & Insights

  • Extract and analyze Salesforce data, crafting dashboards and reports independently.
  • Provide executive-level insights accompanied by clear, actionable recommendations.
  • Monitor trends across global MO teams and proactively surface strategic implications.

Project & Change Management

  • Take ownership of complex cross-functional projects from inception to handoff with minimal oversight.
  • Drive impactful process and policy changes that enhance agent AHT and case deflection.
  • Coordinate with senior stakeholders across Product, Engineering, and Commercial Operations.

AI & Automation

  • Lead the practical integration of AI into MO agent workflows.
  • Identify and implement automation opportunities that minimize manual processing time.
  • Develop AI-first processes and facilitate agent adoption.

Operational Governance

  • Audit and enhance queue structures to improve efficiency.

About Groupon

Groupon is a leading marketplace that connects consumers with local businesses, offering unique experiences and deals that enhance the value of everyday life. Our commitment to supporting local businesses through performance-driven partnerships sets us apart in the e-commerce landscape.

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