Continuous Improvement Manager - Sales Operations process

Making sure our customers have an amazing experience is the heart of everything we do

Groupon is an experiences marketplace that brings people more ways to get the most out of their city or wherever they may be. By enabling real-time mobile commerce across local businesses, live events and travel destinations, Groupon helps people find and discover experiences––big and small, new and familiar––that make for a full, fun and rewarding life. Groupon helps local businesses grow and strengthen customer relationships––resulting in strong, vibrant communities. With employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. Our culture encourages employees to embrace change, adapt to new circumstances, and find creative solutions to the challenges we face. Does that sound like a great way to grow your career? Let’s get into the details:

As the Continuous Improvement Manager, you will play a pivotal role in driving operational excellence within our internal processes and fostering collaboration between Sales and Operations teams. You will be responsible for analyzing end-to-end process workflows, identifying areas for improvement, and implementing strategic initiatives to enhance efficiency and merchant satisfaction. This position plays a key role to directly support the strategic pillar that drives Sales Efficiency, focusing on core areas like merchant onboarding, merchant support and merchant retention. The ideal candidate will possess a strong background in both Sales and Operational environments, enabling them to understand the unique dynamics and requirements of each function. This role will report directly to the Senior Manager of Business Transformation.

You’ll spend your time on the following:

• End-to-End Process Mapping:

Conduct comprehensive reviews of internal processes, mapping out workflows from initiation to completion.

Identify bottlenecks, redundancies, and areas for improvement in existing processes.

• Workflow Simplification and Optimization:

Develop and implement strategies to simplify and optimize internal processes for greater efficiency.

Leverage automation technologies where applicable to streamline repetitive tasks and enhance productivity.

• Cross-Functional Collaboration:

Foster strong collaboration between Sales and Operation - and other relevant teams - to create synergies and ensure a seamless end-to-end customer and merchant experience.

Facilitate regular communication and collaboration sessions to identify opportunities for process alignment.

• Continuous Improvement Initiatives:

Lead and drive continuous improvement initiatives aimed at enhancing operational efficiency and effectiveness across merchant acquisition, onboarding, support, and retention.

Establish and monitor key performance indicators (KPIs) to measure the success of improvement efforts.

• Change Management:

Implement change management strategies to ensure successful adoption of new processes and technologies.

Provide training and support to teams during the transition period.

• Data-Driven Decision-Making:

Utilize data analytics to identify trends, patterns, and areas for improvement in sales, onboarding, support, and retention processes.

Make informed recommendations based on data insights to drive decision-making.

We’re excited about you if you have:

• Bachelor's degree in Business, Management, or a related field. Master's degree is a plus.
• Proven experience in continuous improvement roles, with a focus on sales and support processes.
• Strong understanding of sales and operational environments, including the ability to navigate the specific challenges and requirements of each function.
• Demonstrated experience in process mapping, workflow optimization, and automation.
• Excellent project management and change management skills.
• Strong analytical and problem-solving abilities, with proficiency in data-driven decision-making.
• Effective communication and interpersonal skills to collaborate across departments and levels of the organization.

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. You can also find out more about us in the latest Groupon news as well as learning about our DEI approach. If all of this sounds like something that’s a great fit for you, then click apply and join us on a mission to become the ultimate destination for local experiences and services.

Beware of Recruitment Fraud: Groupon follows a merit-based recruitment process without charging job seekers any fees. We've noticed an increase in recruitment fraud, including fake job postings and fraudulent interviews and job offers aimed at stealing personal information or money. Be cautious of individuals falsely representing Groupon's Talent Acquisition team with fake job offers. If you encounter any suspicious job offers or interview calls demanding money, recognize these as scams. Groupon is not responsible for losses from such dealings. For legitimate job openings, always check our official careers website at grouponcareers.com.