Merchant Operations Manager at Groupon

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. About the Role Groupon's Merchant Operations team is a high-volume, global operation supporting merchants across multiple markets. The Director of MO needs an operational right-hand. You'll analyse data, scope and deliver process changes, align senior stakeholders, and lead AI adoption across MO agent workflows. This is a Prague-based individual contributor role with significant ownership from the start. Key Responsibilities Analysis & Insights • Extract and analyse Salesforce data — build dashboards and reports without relying on a data team • Deliver executive-level insights with clear, actionable recommendations • Monitor trends across global MO teams and surface strategic implications proactively Project & Change Management • Own complex cross-functional projects end to end — from scoping to BAU handoff — with minimal oversight • Drive process and policy changes with measurable impact on agent AHT and case deflection • Align senior stakeholders across Product, Engineering, and Commercial Operations AI & Automation • Lead practical AI rollout into MO agent workflows • Identify and implement automation opportunities that reduce manual handling time • Build AI-first processes and support agent adoption Operational Governance • Audit and improve queue structures, routing logic, and escalation frameworks • Document MO SOPs — most will need to be built from scratch • Own exception handling and ensure operational integrity across all MO processes Key Requirements • 1-3 years in operations management, analytics, or strategic project management • Track record of independently owning and delivering complex projects • Strong analytical skills — comfortable working with Salesforce data without support • Experience influencing senior stakeholders across functions • Actively using AI tools • Fluent English; based in Prague Nice to Have • Background in marketplace, food delivery, or hospitality tech • Salesforce reporting and dashboard experience • BPO or agent-facing operations exposure • Experience with AHT reduction or contact deflection programmes What Success Looks Like 30 days — MO operations mapped; key cross-functional relationships established; reporting audited; quick wins and 3–5 AI use cases identified. 60 days — First analytical project delivered with actionable recommendations; at least one AI solution live with measurable results. 90 days — 2–3 projects delivered independently; contributing to strategic planning; SOPs documented and measurable AI impact demonstrated. We Are Interested In We want someone who takes ownership, moves from analysis to execution without being pushed, and has genuinely built something with AI. You should be comfortable with imperfect data, able to create structure where none exists, and know when to escalate — and when to just solve it. #LI-KH1 #LI-Hybrid. Groupon is an AI-First CompanyWe’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. 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 Groupon Careers