Global Customer & Merchant Implementation Manager

Job Description / Skills Required

Requisition ID: R15695
The Implementation Manager will play a critical role within the Global Services Organization. The Manager will be responsible for the operational success of all customer and merchant engagement and growth initiatives across agent channels. They will partner with the program owners, operations leaders, shared service center and vendor locations to develop and implement plans for expansion and roll-outs of various projects and programs that are essential to achieving revenue and engagement goals. This individual will be responsible for managing and prioritizing multiple concurrent projects, driving program success via agent channels, identifying opportunities, troubleshooting issues, monitoring and reporting results, and providing regular stakeholder updates. This role reports to the Director, Global Customer & Merchant Engagement.

Responsibilities:

Responsible for achieving, maintaining, improving and optimizing agent results and mitigating site variances to ensure consistency of performance across all ramped revenue and engagement programs
Developing and executing detailed project plans for agent channel expansions and roll-outs
Aligning with key stakeholders on coordination and scheduling of ramp implementations including determining phased launch plans and securing training hours and resources
Collaborating with QA on plans for assessing ongoing revenue and engagement initiatives
Regular, in person and virtual monitoring of phone, chat and email interactions to identify issues and opportunities
Regular communication with sites to share results, discuss performance, develop and track action plans
Identifying and reporting feedback, opportunities, gaps and challenges to stakeholders and leadership; making recommendations for, and applying learnings to, enhancements to existing programs and future initiatives
Collaborating with program owners on development of strategies and plans for all new revenue generating and engagement initiatives to help us determine which programs we put in agent channels and how
Providing input on operational metrics and forecasts for roadmaps including eligible contacts, pitch rates and conversion
Consulting on all pilot plans including providing input on training needs, content, QA plans, and metrics as well as providing recommendations on site locations and agent selection

Requirements:

5+ years of operations experience working in or with contact centers; 3+ years leading program implementations in contact centers
Deep understanding of operational metrics and levers for achieving program success; ability to quickly identify and address issues and exploit opportunities
Significant experience assessing and coaching agent performance across phone, chat and email channels
Strong project management skills and attention to detail
Strong written and verbal communication skills; able to communicate clearly and in a compelling manner to audiences of various levels
Proven history of achieving and exceeding goals
Self starter and bias for action; experience operating in a fast-paced and demanding setting
History of excellent collaboration skills with internal and vendor partners
Proficiency in Microsoft and/or Google tools
Bachelor’s degree required
Must be able to travel up to 50% of time (domestic and international)
Expe­ri­ence in Inter­na­tional / Global com­pa­nies and/or startup environment pre­ferred

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.