Senior Director of Service Delivery (Expats Welcome), Relocation Support Provided!

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

⚡ Location Requirement:
This position is based in Chennai, India and requires full-time, on-site presence.
We are looking for candidates who are open to international opportunities and bring diverse perspectives to the team. Successful candidates should be prepared to relocate to Chennai as part of their commitment to the role. Groupon welcomes applications from expatriates and will provide relocation support for eligible candidates.

💚 About the Role

Are you a dynamic leader ready to drive Global operations and deliver strategic impact? As the Sr. Director of Service Delivery, Workforce and Site Leader, you will be at the forefront of Groupon’s Global Service Operations (GO) team, shaping the future of Customer Service, Merchant Service and Content Operations across the globe.

This is a transformational role focused on driving operational excellence, enhancing efficiency and implementing AI-driven solutions.
You will influence the future of our operations while ensuring that we consistently exceed expectations for our customers, merchants and teams.

📝 Key Responsibilities

Strategic Operations Leadership

• Use forecasts and budget data to make informed decisions that drive success.
• Standardize business and people processes across sites for maximum efficiency and scalability.
• Design and implement operational strategies that optimize performance globally, with an emphasis on automation and AI integration.
• Oversee infrastructure, facilities, and staffing to meet evolving business needs.

Service Excellence & Optimization

• Monitor operational metrics (KPI) and analyze data to assess service quality and identify areas for improvement.
• Understand customer perspectives to enhance service delivery and ensure successful outcomes.
• Continuously enhance service procedures, policies and standards to exceed customer expectations.
• Foster a culture of best-practice sharing within the Global Operations community.
• Understand customer perspectives to enhance service delivery and ensure successful outcomes.

Workforce & Team Management

• Build and lead a high-performing team of Operations and Site Managers.
• Assign responsibilities, provide mentorship, and encourage innovation for maximum impact.
• Oversee workforce management to meet SLAs, ensuring speed, quality, and efficiency targets are achieved.

Collaboration & Influence

• Partner with GO Leadership, Department Heads and Country Leads to align strategies with company goals.
• Encourage cross-functional collaboration to identify and seize new revenue opportunities.
• Stay informed on industry trends to guide decision-making and keep operations future-ready.

💪🏼 Qualifications

What You’ll Bring

• Education: Relevant University Degree.
• Experience:
  • 5+ years in leadership roles.
  • 5+ years managing operations, including contact center environments.
• Skills & Competencies:
  • Exceptional leadership, team-building, and motivational skills.
  • Gained substantial experience in the e-commerce sector, driving initiatives that improved online presence and customer engagement on a global scale.
  • Strong understanding of AI and practical experience with tools like chatbots to foster operational improvements.
  • Successfully navigated and collaborated across diverse cultural landscapes in Europe and India, enhancing cross-border teamwork and communication.
  • Strong analytical and problem-solving abilities to interpret metrics and drive actionable insights.
  • Proficiency in change management, negotiation and influencing stakeholders.
  • Exceptional verbal and written communication skills, with fluency in English.
  • Ability to juggle multiple tasks while maintaining a proactive and adaptable mindset.
  • Experience managing sites in India or leading teams in India is a welcome advantage.

🎉 What’s in It for You

• A global stage to lead operations impacting thousands of customers and merchants worldwide
• Vibrant and dynamic environment that requires an open mind
• The chance to build and shape operational excellence for a cutting-edge, fast-moving company
• Your work will have a direct impact on the company's result
• We will implement your good ideas almost immediately – not waiting for the approval of the headquarters somewhere in the world
• You will not be bound by corporate processes

🔍 Other Key Details

• Direct Reports: Up to 5 Operations and Site Managers.
• Indirect Team: Over 1000 team members across Chennai and Bangalore.
• Global Focus: Collaborate with internal and external customers worldwide.
• Travel: Regularly between Chennai and Bangalore
• Team dynamic: Active collaboration across regions America, Europe and India

 

Are you ready to lead with purpose and shape the future of Groupon’s global operations? Apply today to make your mark!

 

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local e-commerce 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 (and a sneak peek into life at Groupon), always check our official career website at grouponcareers.com.