Merchant Operations Manager (AI-First)

Groupon's Merchant Operations team handles over 25,000 merchant cases a week across a global operation of 120+ people. The team is being made faster and smarter - through better processes, sharper data, and AI tools that are changing how the work gets done. This role sits at the centre of that. You will own the analytical and operational agenda that makes the whole machine run better: scoping problems, building solutions, and executing on them without being managed through it. If you need a clearly defined task list and someone to check in daily, this is not the right environment.

Who you'll work with

You will report directly to the Head of Merchant Operations, who owns the strategic direction of the team. Your closest partners will be the Head of MO India, the Salesforce Product Manager, and the Merchant Center Product Manager. You will also work regularly with Commercial Operations leadership. 

What you'll be doing

• Extracting and analysing data from Salesforce, building dashboards and reports that senior leadership actually use - without relying on a data team to do it for you
• Driving process and policy changes end-to-end, from scoping through to handoff, with measurable impact on how efficiently agents handle merchant cases
• Using AI tools to improve and automate day-to-day operational workflows
• Documenting Merchant Operations standard operating procedures — most do not exist yet and will need to be built from scratch
• Aligning stakeholders across Product, Engineering, and Commercial Operations on complex, cross-functional issues

What success looks like

Day 30: You have mapped current MO operations, established key cross-functional relationships, audited existing reporting, and identified 3 to 5 high-impact areas for improvement.

Day 60: You have delivered your first analytical project with actionable recommendations and have at least one operational improvement live with measurable results.

Day 90: You are independently managing 2 to 3 projects, contributing to strategic planning discussions, and have documented at least one set of SOPs that did not exist before you arrived.

What this role demands

You can demonstrably:

• Take a messy data set from Salesforce, turn it into a clear insight, and present it to senior leadership without someone cleaning it up for you first
• Identify an operational problem, form a view on how to fix it, and execute on that view without being pushed
• Use AI tools actively - not occasionally and give concrete examples of what you have built or automated with them
• Navigate ambiguity and create structure where none exists, while knowing when a decision needs escalation and when it just needs to be made

What we are looking for

• 3 to 5 years of experience in operations, analytics, or project management
• Proven track record of independently owning and delivering complex projects
• Strong analytical skills - comfortable working with data without support
• Actively using AI tools in your daily work
• Fluent English and based in Prague

Nice to have

• Experience in a fast-paced tech or operations environment - food delivery, marketplace, or hospitality companies
• Salesforce reporting and dashboard experience
• Exposure to reducing average handling time or deflecting customer contacts

The hiring process

• TA Screen with your recruiter (30 min) 
• Hiring manager interview (30 min)
• Case study (2-3 days)
• Case study presentation (30-45 min) - you walk us through your approach, findings, and recommendations, followed by Q&A

The work is complex, the data is imperfect, and the impact is real. If that sounds like your kind of challenge, apply.

#LI-KH1  #LI-Hybrid.