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
Location: Valencia, Spain
Department: Global Service Delivery Operations
As a Team Manager, Service Delivery Operations, you will play a key role in managing and optimizing our Merchant Services and Content Operations teams within the EMEA hub. Reporting to the VP of Global Operations, you will lead Team Leads and oversee service operations across multiple business lines. Your focus will be on driving efficiency, meeting KPIs, and ensuring an exceptional experience for both merchants and customers.
This is an exciting opportunity to be part of a fast-paced, international environment, where you will implement strategies, support change management, and lead process improvements.
Key Responsibilities
Team Leadership & Development
1. Manage and coach Team Leads to drive performance and achieve KPIs.
2. Provide ongoing training, feedback, and mentorship to enhance team skills.
3. Conduct one-on-one meetings to assess performance and identify growth opportunities.
4. Ensure teams are adequately staffed to meet business requirements.
Operations & Strategy Execution
1. Oversee day-to-day service operations across Merchant Services and Content Operations.
2. Implement business strategies to improve efficiency, quality, and service delivery.
3. Monitor and analyze key performance metrics, making data-driven decisions.
4. Drive change management initiatives, ensuring smooth adoption of new systems and processes.
Collaboration & Stakeholder Management
1. Work closely with Global Operations & Service Delivery Leadership to align with company goals.
2. Partner with country management teams to enhance local operations.
3. Contribute to centralized projects and initiatives to improve global service delivery.
4. Act as a backup for colleagues in similar leadership roles across Merchant Services, Business Development, and Inside Sales.
Process Optimization & Compliance
1. Continuously seek opportunities to improve existing processes and enhance merchant and customer experience.
2. Ensure compliance with company policies, labor laws, and industry standards.
3. Develop and implement action plans to address operational challenges and drive performance improvements.
What We’re Looking For
1. 3–5 years of leadership experience in service operations or contact center management.
2. Strong people management & coaching skills.
3. Excellent analytical & problem-solving abilities.
4. Ability to drive operational improvements and implement strategic initiatives.
5. Experience managing KPIs, SLAs, and performance metrics.
6. Strong communication skills with the ability to influence and collaborate across teams.
7. Knowledge of consumer law in the supported region is a plus.
8. Fluent in English (C1 level); additional languages are a bonus.
Why Join Groupon?
1. Work in an international, fast-paced environment with a passionate and diverse team.
2. Career growth & development opportunities within a global organization.
3. Enjoy life in Valencia—a vibrant city with great weather, culture, and work-life balance.
4. Make an impact by leading teams that support thousands of businesses and customers.
What it's in for you?
1. Mentorship: You’ll receive support from an experienced colleague to guide you through your first steps at Groupon.
2. Onboarding in Valencia: You’ll kick off with a week of intensive onboarding in our Valencia office.
3. Attractive salary package: You’ll receive a competitive fixed salary plus a performance-based bonus.
4. Flexible working: Work from our Valencia office, with remote flexibility.
5. A fun office environment: Our centrally located Valencia office boasts an open-plan layout, great coffee, a PlayStation, and regular team events (including after-work gatherings and wellness activities).
6. Internet allowance: We’ll cover some of your expenses for home working.
7. Edenred Card to spend on your lunches.
8. Private Health Insurance.
9. Monthly discounts on Groupon: Get exclusive offers through the Groupon app.
10. Challenges with prize incentives: Regular sales challenges with big rewards!
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. #J-18808-Ljbffr