Customer Experience Project Manager

Groupon
Madrid
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2-4 yearsSkills: ["Cross-functional communication","Stakeholder management","Assertiveness","Data-driven decision-making","Problem-solving"]

Own one or more AI-driven transformation streams end-to-end, from diagnosing what’s broken and building delivery plans to shipping workflow improvements into production. Drive AI and automation adoption by writing engineering-ready briefs and delivering measurable gains in contact deflection, resolution, repurchase, and defect reduction. Coordinate across Sales, Merchant Operations, Product, Content, and Customer Service while surfacing risks early and keeping stakeholders aligned with fast, week-by-week delivery.

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FursaFursa
Groupon
Groupon
1 day ago

Customer Experience Project Manager

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Last checked: 4 hours agoStatus: Live

Job Summary

Own one or more AI-driven transformation streams end-to-end, from diagnosing what’s broken and building delivery plans to shipping workflow improvements into production. Drive AI and automation adoption by writing engineering-ready briefs and delivering measurable gains in contact deflection, resolution, repurchase, and defect reduction. Coordinate across Sales, Merchant Operations, Product, Content, and Customer Service while surfacing risks early and keeping stakeholders aligned with fast, week-by-week delivery.
Location: Madrid
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own transformation streams end-to-end: define problems, build delivery plans, set milestones, and track progress in shared dashboards.
  • •Drive AI and automation adoption by identifying manual processes to replace, writing engineering briefs, and getting workflows shipped into production.
  • •Hold cross-functional teams accountable for commitments by naming blockers early and escalating fast.
  • •Track stream metrics against Elevate Bet KPIs including contact deflection rate, resolution rate, repurchase, and defect reduction.
  • •Communicate risks and decisions proactively to the hiring manager and keep stakeholders aligned.

Key Requirements

  • •2–4 years of project or programme management experience in tech, e-commerce, or high-growth operations.
  • •Ability to manage cross-functional projects end-to-end with measurable outcomes, not just coordination.
  • •Data-literate: can analyze datasets, identify issues, build a business case, and track metrics.
  • •Hands-on AI and automation experience building and shipping AI-assisted or automated workflows.
  • •Assertive, clear communicator who can name problems, push back when needed, and reduce ambiguity.
Experience:2-4 yearsE-commerceHigh-growth operationsAI
Skills:Cross-functional communicationStakeholder managementAssertivenessData-driven decision-makingProblem-solving
Certifications:PMPPRINCE2
Languages:English
Tech Stack:AIAutomationTableauLooker

Company Brief

Groupon
Operates an online marketplace offering discounted goods, services, and local experiences by connecting consumers with merchants through deal-based promotions, coupons, and e-commerce listings across multiple markets worldwide.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 2008
Glassdoor
Glassdoor: 3.4
WebsiteLinkedIn