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's purpose is to build strong communities through thriving small businesses. Groupon is an AI-First Company. We’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.
Role DescriptionWe’re looking for a motivated and proactive Team Lead – Service Delivery to join our team and help drive operational excellence across our support function. This role plays a key part in ensuring a seamless experience for internal and external stakeholders, especially supporting teams such as National Sales and GSO. As a Team Lead, you'll be responsible for coordinating daily activities, optimizing processes, fostering team collaboration, and continuously improving support delivery.
Key ResponsibilitiesCross-Functional Collaboration & Stakeholder Management
- Demonstrates exceptional communication skills in collaborating with cross-functional teams and stakeholders across varying job functions and seniority levels, including National Sales and GSO.
- Builds strong, trust-based relationships to ensure alignment, transparency, and efficient problem resolution.
Operational Excellence & Process Improvement
- Monitors team performance against KPIs and service level agreements (SLAs), identifying areas for improvement and driving consistent operational excellence.
- Applies a proactive, solution-oriented mindset to streamline and standardize operations.
Project & Task Management
- Leads projects by creating clear SOPs, distributing responsibilities across teams, and defining timeframes to ensure accountability and timely delivery.
- Oversees the coordination of day-to-day team operations, ensuring alignment, productivity, and cross-functional synergy.
People Development & Leadership
- Provides regular coaching and actionable feedback to support the growth and performance of individual team members.
- Cultivates an open and inspiring team environment built on transparent communication, shared goals, and collaborative problem-solving.
- Sets and communicates clear, measurable goals aligned with broader organizational strategies.
- Effectively delegates tasks based on team members’ strengths and development needs, empowering ownership while maintaining accountability.
- Excellent command of English, both written and verbal, with clear and professional communication—essential for cross-functional coordination and stakeholder management.
- Strong organizational, interpersonal, and time management skills, with the ability to manage multiple priorities and lead a team effectively.
- Proven ability to coach, mentor, and provide constructive feedback to develop team members and improve overall team performance.
- Customer-focused mindset, with a strong dedication to providing reliable, responsive, and high-quality support to internal and external stakeholders.
- Proactive, analytical, and data-driven approach to identifying inefficiencies and implementing effective, scalable solutions.
- High attention to detail and a commitment to accuracy, consistency, and efficiency in operational execution.
- Ability to perform under pressure in a fast-paced, deadline-driven environment while maintaining focus and team morale.
- Experience working with global teams or within a shared service center environment is a strong asset that enhances global collaboration.
We love referrals! If you know someone who would be a great fit for this role, don’t forget to refer them in Greenhouse in the main toolbar under “Add a referral”. Check our Referral Program as we’ve increased the bonus up to $3000!
More Information