Technical Product Manager - Back Office (support Tools) Job in Groupon

Groupons mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, were positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

We support a portfolio of platform tools for internal customer service agents to support customer journey from discovery to search to purchase to redemption. Your work will impact front line agents day to day productivity and overall customer satisfaction. The portfolio includes homegrown and vendor-provided SaaS tools.

Your role is to understand our internal customer service agents, capture productivity metrics, identify opportunities, and manage the roadmap to help agents help customers. This means to:

Youll spend time on the following:

• Work with cross-functional teams to integrate tools and services
• Manage the roadmap and OKRs for agent tools, working closely with product leaders, software engineers, product designers, and business partners.
• Be the voice of our agents by maintaining concrete, quantitative, and descriptive profiles of agents and their needs.
• Hold the teams accountable to deliver against the roadmap in a cross-functional setup.
• Enable agents to monitor and improve their productivity by providing measurement tools.

Were excited about you if you have:

• Proven track record of shipping great products to global teams
• Experience in systems integration, SaaS and platform tools
• Experience in building prototypes, experimentations and usability testing
• Strong analytical thinking
• Ability to think strategically and drive innovation
• Excellent written and verbal communication
• Computer science or engineering background

Groupons purpose is to build strong communities through thriving small businesses. To learn more about the worlds largest local ecommerce marketplace, . Plus, be sure to that shape our culture, guide our strategy and make our company a great place to work. And just dont take our word for it. and learn more about our . If all of this sounds like something thats a great fit for you, then click apply and lets see where this takes us.

Groupon is an Equal Opportunity Employer

Qualifications for employment, promotion, and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, medical condition, sexual orientation, gender identity or expression, genetic information, ancestry, marital status, military discharge status (excluding dishonorable discharge), veteran status, citizenship status, or other legally protected status. We are all responsible for maintaining this policy. Groupon is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may email us at hraccommodations at groupon.com. If you have concerns related to Groupons equal employment opportunities, you may contact Groupons Ethics Reporting Service .