Location: Valencia

Departments: Global Customer Operations

About Groupon

Pioneering a marketplace where customers discover new experiences and services daily, and local businesses thrive. Groupon has partnered with over a million merchant partners worldwide, connecting millions of customers with deals across various categories. In a competitive landscape, Groupon distinguishes itself by its unique commitment to supporting local businesses on a performance basis.

The company is on a transformative journey, fostering a culture that inspires innovation, rewards risk-taking, and celebrates success. Despite its global presence, Groupon maintains a culture where individuals can make a significant impact.

Our mission: to empower businesses and enhance the customer experience. 🚀

The Role

The CX Operations & Automation Project Manager will spearhead strategic initiatives aimed at refining refund processes, enhancing self-service capabilities, and managing critical operational workflows. This position integrates project management, process design, and automation strategy to champion a customer-centric approach across all operations. The ideal candidate possesses a background in customer service or retail operations, extensive experience with Salesforce, and a strong interest in automation tools such as chatbots or AI.

This role is ideal for a natural problem-solver who excels at structuring complex challenges, thrives under pressure, and effectively collaborates with teams to achieve ambitious goals.

📍 Hybrid from Madrid, Valencia, Warsaw or Prague

What You’ll Do

• End-to-End Project Ownership: Lead multiple high-impact, concurrent initiatives from planning through full execution, ensuring timely and within-scope delivery.
• KPI-Driven Performance: Define, track, and analyze operational metrics to identify trends, opportunities, and risks, translating insights into actionable improvements.
• Process Design & Optimisation: Develop, maintain, and enhance operational processes to improve efficiency, scalability, and customer satisfaction.
• Cross-Functional Collaboration: Engage with global teams to drive alignment, manage stakeholders, and ensure seamless project delivery.
• Tool & Innovation Testing: Pilot new platforms, AI tools, and automation solutions to optimize workflows and performance.
• Global CX Impact: Support and optimize multi-region support models to deliver world-class customer service.

What We’re Looking For

Experience:

• 5+ years in retail, e-commerce, or other performance-driven industries.
• Proven track record in project management with cross-functional leadership.
• Experience in global CX operations or multi-region support models.

Education & Credentials:

• Bachelor’s degree in Business, Operations, Engineering, or a related field (preferred).
• Project Management certifications (PMP, Agile, Scrum) are a plus.

Skills & Competencies:

• Strong problem-solving and structured thinking abilities.
• Advanced organizational skills and proficiency with Asana (required).
• Proficiency in data analysis using Excel/Google Sheets.
• Experience with dashboards, trend analysis, and process improvement.
• Fluency in English, both written and spoken.
• Spanish, Polish, or Czech language skills are an advantage.

Bonus Points For:

• Familiarity with AI tools, chatbots, and automation.
• Experience with Salesforce Service Cloud, Tableau, or similar platforms.
• Exposure to chatbot development.

Why Join Us?

Join a passionate, globally connected team that values agility, innovation, and impact. Enjoy the autonomy to own projects, experiment with new approaches, and witness the immediate results of your work.

If you are ready to drive operational excellence on a global scale, we encourage you to apply.

Groupon is an AI-First Company Groupon is committed to developing smarter, faster, and more innovative work methods, with AI playing a crucial role. Candidates are encouraged to leverage AI tools during the hiring process where beneficial, and the company welcomes discussions on how technology enhances work. This is an ideal environment for those passionate about AI or eager to explore its potential in their roles.

Groupon's purpose is to build strong communities through thriving small businesses. Learn more about the world's largest local e-commerce marketplace here. Stay updated with Groupon news and learn about our DEI approach.

Beware of Recruitment Fraud: Groupon employs a merit-based recruitment process and does not charge job seekers any fees. Be aware of potential recruitment fraud, including fake job postings and fraudulent interviews or offers designed to steal personal information or money. Individuals falsely representing Groupon's Talent Acquisition team with fake job offers should be treated with caution. Recognize scams if faced with demands for money during the hiring process. Groupon is not liable for losses incurred from such dealings. For legitimate job openings and insights into life at Groupon, always consult the official career website at Groupon Careers.