Operations Program 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. Groupon is mid-transformation. Seven parallel streams. Real targets: contact deflection, resolution rates, repurchase. The streams are moving - but each one needs a single accountable person who can both diagnose the problem and ship the fix. That's this role. You won't be coordinating. You won't be waiting for an analyst or speccing things out for an engineer. You'll pull the data yourself, write the prompt yourself, build the dashboard yourself, and hold people accountable without having authority over them. If it's blocking you, you do it. Who you'll work with You'll report to Maguelonne, Director of Operational Transformation. Your closest partners will be teams across Customer Service, Merchant Operations, Product, Engineering, Supply, and Content with key stakeholders based in Madrid and Prague. What you'll be doing • Owning transformation streams end-to-end - defining the problem from raw data, building the delivery plan, assigning owners, setting milestones, and tracking progress in dashboards you build yourself • Building AI workflows from scratch - writing prompts, running evals, validating output against real cases, improving and scaling • Pulling and interrogating your own data - building your own reports and business cases without waiting for support • Holding cross-functional teams accountable - naming blockers early, escalating fast, and not letting "we don't own that" become an excuse for slow delivery • Finding creative fixes - many people here will say "we tried that before." Your job is to zoom out, find the quick win, and simplify what others have overcomplicated • Surfacing risks before they become problems - keeping stakeholders aligned without over-meeting What success looks like At 30 days: You've personally pulled and analysed the data on your stream. You've shipped at least one small automation or prompt-driven workflow. You know the landscape — the streams, the blockers, the key players. At 60 days: You own at least one stream with a clear delivery plan. You've prototyped one AI workflow running on real data. Stakeholders come to you when things are stuck. At 6 months: Contact deflection rate is improving on your stream. At least one AI workflow is in production and being used daily. Your manager doesn't have to chase status — you surface risks before they become issues. What this role demands You can demonstrably: • Ship a production-grade LLM workflow end-to-end - prompt design, tool use, evaluation, edge case handling. A Zapier flow doesn't count. • Identify an operational problem, form a view on how to fix it, and execute without being pushed • Hold cross-functional stakeholders to commitments without authority over them — and find structural levers when persuasion alone doesn't work • Navigate ambiguity and create structure where none exists, while knowing when a decision needs escalation and when it just needs to be made • Re-plan without drama when priorities shift and not lose the thread of what matters What we are looking for • 2-4 years in operations, program management, or strategy & ops roles where you personally shipped - not just managed others who shipped • At least one production LLM workflow built and running end-to-end • Comfortable pulling, interrogating, and presenting data without support • Assertive communicator who names blockers and drives resolution • Fluent English, based in Madrid or Prague Nice to have • Experience at a fast-paced tech or marketplace company • Familiarity with Customer Service or Merchant Operations contexts • Active follower of the AI/LLM space - you've tried the tools yourself and have an opinion on which to use when The hiring process • TA screen with your recruiter (30 min) • Hiring manager interview (45 min) • Case study (3-5 days to complete) • Case study presentation (45 min) - you walk us through your approach, findings, and recommendations, followed by Q&A The transformation agenda is real, the exec visibility is high, and the scope is broader than most roles you'll find at larger companies. If you want to move fast, ship AI into production, and be the person who actually unblocks things - apply. 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