Sr Director Global Delivery

💚 About the Role

Are you a dynamic leader ready to drive global operations and deliver strategic impact? As the Sr. Director of Global Delivery, Workforce, and Site Leader, you will be at the forefront of Groupon’s Global Service Operations (GO) team, shaping the future of Customer Service, Merchant Services, and Content Operations across the globe.

This isn’t just a leadership role—it’s an opportunity to influence operational excellence, foster global collaboration, and ensure we consistently exceed expectations for our customers, merchants, and teams. You’ll balance efficiency with delight, streamline processes, and find innovative ways to grow revenue—all while leading and inspiring a 1000+ team across Chennai and Bangalore.

📝 Key Responsibilities

Strategic Operations Leadership

• Use forecasts and budget data to make informed decisions that drive success.
• Standardize business and people processes across sites for maximum efficiency and scalability.
• Design and implement operational strategies that optimize performance globally.
• Oversee infrastructure, facilities, and staffing to meet evolving business needs.

Service Excellence & Optimization

• Monitor operational metrics and analyze data to assess service quality and identify areas for improvement.
• Continuously enhance service procedures, policies, and standards to exceed customer expectations.
• Foster a culture of best-practice sharing within the Global Operations community.

Workforce & Team Management

• Build and lead a high-performing team of Operations and Site Managers.
• Assign responsibilities, provide mentorship, and encourage innovation for maximum impact.
• Oversee workforce management to meet SLAs, ensuring speed, quality, and efficiency targets are achieved.
• Champion HR best practices to create a positive, safe, and legally compliant work environment.

Collaboration & Influence

• Partner with GO Leadership, Department Heads, and Country Leads to align strategies with company goals.
• Encourage cross-functional collaboration to identify and seize new revenue opportunities.
• Stay informed on industry trends to guide decision-making and keep operations future-ready.

💪🏼 Qualifications

What You’ll Bring

• Education: Relevant University Degree.
• Experience:
  • 10+ years in leadership roles.
  • 5+ years managing operations, including contact center environments.
• Skills & Competencies:
  • Exceptional leadership, team-building, and motivational skills.
  • Strong analytical and problem-solving abilities to interpret metrics and drive actionable insights.
  • Proficiency in change management, negotiation, and influencing stakeholders.
  • Exceptional verbal and written communication skills, with fluency in English.
  • Ability to juggle multiple tasks while maintaining a proactive and adaptable mindset.
  • Experience of managing India sites / leading teams in India is a welcome advantage

🎉 What’s in It for You

• A global stage to lead operations impacting thousands of customers and merchants worldwide.
• The chance to build and shape operational excellence for a cutting-edge, fast-moving company.
• Work flexibility with a collaborative, innovative environment that values work-life balance.
• A role that allows you to make a tangible impact on revenue growth and customer satisfaction.

🔍 Other Key Details

• Direct Reports: Up to 5 Operations and Site Managers.
• Indirect Team: Over 1000 team members across Chennai and Bangalore.
• Global Focus: Collaborate with internal and external customers worldwide.
• Travel: regularly between Chennai and Bangalore

Are you ready to lead with purpose and shape the future of Groupon’s global operations? Apply today to make your mark!