Customer Experience Specialist, Operational Transformation

Groupon connects 42 million customers with local experiences - restaurants, events, wellness and travel - and the million-plus merchants who deliver them. Our mission is to get people offline and into the real world at prices that make it possible. We're an AI-native company in the middle of a platform transformation, moving from a deals marketplace to an experience discovery platform that works for customers and merchants at the same time.

 

Groupon's Elevate Bet is rebuilding how customers, merchants, and agents interact, with AI at the centre. Seven parallel streams sit under the bet, each tied to a measurable target on contact deflection, resolution rate, or repurchase. This hire owns the contact and redemption streams end-to-end. When they're doing their job, manual handling is dropping, AI workflows are running in production against real cases, and the streams are delivering on the milestones the leadership team is already tracking.

Who you'll work with

You'll report to Maguelonne Calas, Director of Operational Transformation, based in London. The team is five people, spread across London, Madrid, Prague, Chennai, and Bangalore. 
This role takes a lot of heat. You'll be holding senior stakeholders to commitments you have no authority over, and pushing on people who will tell you "we tried that before." If you need clear authority before you act, or you find that pressure draining rather than energising, this is not the role.

What you'll be doing

• Owning the contact and redemption streams of the Elevate Bet end-to-end: defining the problem from raw data, building the delivery plan, naming the owners, setting milestones, and tracking progress in dashboards you build yourself
• Building AI and automation workflows from scratch: identifying where manual work can be replaced, writing the prompts and engineering briefs, running the evals, and shipping into production
• Pulling and interrogating your own data, producing the business case yourself rather than waiting for analyst support
• Holding cross-functional teams to their commitments without authority over them, naming blockers early and escalating before delivery slips
• Finding the structural fix others have missed: zooming out when the team is stuck on "we tried that before," and simplifying what's been overcomplicated
• Surfacing risks to stakeholders with a recommended action attached, not a status update

What success looks like

Day 30: You can explain the seven Elevate Bet streams, the current state of contact and redemption, the biggest blockers, and the key cross-functional players. You've met every named stakeholder and shipped at least one small AI-assisted or automated process.

Day 60: You own contact and redemption end-to-end with a clear delivery plan, named owners, and milestones in motion. You've shipped one significant AI or automation workflow into production. Stakeholders come to you when something is stuck, not the other way around.

Day 90: Your project dashboards are live and used by the team. Contact deflection on your streams is improving. Maguelonne doesn't have to chase status; you surface risks with a recovery plan attached before they become issues.

What this role demands

You can demonstrably:

• Ship a production-grade LLM workflow end-to-end, including prompt design, tool use, evaluation, and edge case handling. A Zapier flow does not count.
• Diagnose an operational problem from raw data, form a view on the fix, and execute on it without being pushed
• Hold cross-functional stakeholders to commitments without authority, and find structural levers when persuasion alone doesn't work
• Create structure inside an ambiguous problem and know when a decision needs escalation versus when it just needs to be made
• Re-plan a project mid-flight when priorities shift, without losing the thread of what matters most

How we operate

We hire for how people work, not just what they can do. The Operating Principles most relevant to this role:

• Extreme Ownership: Your name is on contact and redemption. You diagnose, you ship, and when delivery slips you bring the recovery plan, not just the news.
• Speed Over Comfort: You prototype before the spec is perfect, share the eval results before they're polished, and act on early feedback rather than waiting for sign-off.
• Impact Obsessed: You tie every piece of work to the deflection, resolution, or refund metric it moves. If it doesn't move one of those, you cut it.

Note: Unfortunately, we are unable to offer sponsorship for work visas for this role. Candidates must be eligible to work without requiring sponsorship now or in the future.

Groupon is an AI-First Company
We’re committed to building smarter, faster, and more innovative ways of working and AI plays a key role in how we get there. We encourage candidates to leverage AI tools during the hiring process where it adds value, and we’re always keen to hear how technology improves the way you work. If you’re passionate about AI or curious to explore how it can elevate your role you’ll be right at home here.

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.

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