Technical Product Manager(GO)

We are seeking a highly skilled and motivated Product Manager to join our Global Operations team at Groupon. The Global Operations (GO) team plays a critical role in ensuring seamless customer and merchant experiences by managing multiple functions across various tools and platforms. As a Product Manager, you will identify and address inefficiencies in internal processes, enhance customer contact journeys, and optimize the tools that drive our global operations. You will work cross-functionally to drive strategic initiatives, enhance product capabilities, and directly impact our business growth, revenue, and cost efficiency.

Mission

The Product Manager’s mission is to streamline operational processes, enhance tool functionality, and support the development of scalable solutions that address the core needs of our Global Operations team. You will focus on increasing the resolution rate of customer issues, optimizing contact journeys, and ensuring that our internal tools are efficient, user-friendly, and aligned with business objectives.

Key Responsibilities

• Identify and address inefficiencies in customer contact journeys across both desktop and mobile applications, ensuring a seamless experience for all users.  
• Develop a strategy to unify the contact points within the platform, reducing redundant entry points and aligning development efforts across P&E teams.  
• Drive the improvement of resolution rates by focusing on the efficiency of customer support processes and implementing data-driven strategies to enhance agent performance.  
• Working towards streamlining backend processes, correct data pipelines, and improve email templates to enhance communication effectiveness.  
• Address the resource bottlenecks in design and implementation by collaborating with Marketing and Product teams, identifying opportunities to speed up development cycles.  
• Develop solutions to manage legacy back-end processes and tools that are incomplete, broken, or highly inefficient, ensuring ongoing improvements in internal operational tools.  
• Oversee the development and enhancement of critical internal tools, ensuring they meet the needs of the Global Operations team.  
• Manage small/minor improvement requests and enhancements related to existing legacy tools, providing quick solutions to drive immediate efficiencies.  
• Navigate a dynamic and rapidly changing environment, adapting to shifts in business strategies and ensuring alignment across operations.  
• Create and maintain detailed documentation of processes, tools, and workflows to support operational transparency and continuous improvement.  
• Design and implement automations within internal tools to enhance efficiency and reduce manual effort, leveraging innovative solutions to streamline operations.  
• Generate innovative ideas and think quickly to find easy wins that require minimal effort but have a significant impact, ensuring optimal resource allocation.  
• Act as a key decision-maker to ensure the right usage of resources, balancing short-term fixes with long-term solutions that align with strategic goals.  
• Collaborate closely with cross-functional teams to develop custom Salesforce solutions, leveraging your extensive knowledge of Salesforce and its components to address operational needs.  
• Engage in the development of Salesforce custom solutions, integrating them into the operational workflow to drive enhanced productivity and performance.  
• Understand the broader business context, proposing solutions that align with the company’s goals and address the unique challenges of a commerce/marketplace environment.  
• Work closely with teams managing refunds and transaction processing to identify process improvements and optimize the overall customer and merchant experience.

What We’re Looking For

• 5+ years of product management experience, preferably within global operations, customer service, or e-commerce industries.  
• Strong experience in process optimization, project management, and improving operational efficiencies through the use of technology.  
• Proven track record of managing complex products or internal tools with a focus on improving user experience and driving operational performance.  
• Excellent understanding of customer support processes, bug management, and tools that support large-scale operations.  
• Extensive knowledge of Salesforce, including custom development and configuration of components to meet business needs.  
• Experience with designing custom Salesforce solutions, enhancing existing setups, and integrating with other operational tools. 
• Strong analytical skills with the ability to use data to inform decisions, optimize processes, and drive continuous improvement.  
• Familiarity with Agile methodologies and tools such as Jira, Asana, and Confluence
• Demonstrated ability to manage multiple stakeholders and work cross-functionally to deliver on product goals and improve operational efficiency.  
• Experience working with or managing CRM systems, particularly within a high-volume, global support environment.  
• Understanding of commerce and marketplace business models, particularly around refund processes and transaction management.  
• Bachelor’s degree in Business, Engineering, Computer Science, or a related field; advanced degrees are a plus.  
• Excellent communication skills with the ability to articulate complex issues and solutions clearly to both technical and non-technical stakeholders.  
• Strong problem-solving skills, a proactive mindset, and the ability to work independently and drive projects to completion.  
• Understanding of user research methodologies, usability testing, and the ability to gather insights to inform product development.

What We Value

• A strategic thinker with a hands-on approach, capable of deconstructing problems into manageable components and driving actionable solutions.  
• Adaptability and resilience, with the ability to navigate complex challenges and pivot strategies when necessary to achieve the best outcomes.  
• Dedication to continuous learning and improvement, bringing new ideas and innovative approaches to solve long standing operational issues.  
• A results-oriented mindset with a focus on data-driven decision-making and measurable impact on key performance metrics.  

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.