Head of Escalated Merchant Investigations and Processes

Groupon’s 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, we’re 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 are searching for a Head of Escalated Merchant Investigations and Processes. The individual filling this role will be responsible for handling and investigating all severe-level escalations within North America and will assist, as necessary, with international matters. In this role, you will also assist with the build-out of the overall global Groupon escalations function and will conduct investigations involving both customer or merchant complaints.

You will work closely with various departments and business leaders to understand and optimize current processes and policies while identifying potential areas for improvement and opportunities to ensure a great customer experience, add value to Groupon’s brand, and create greater efficiencies. This individual should be business-minded, detailed-oriented, highly resilient, and have the ability to make sound decisions to resolve complex issues. The role requires high judgment, strong people skills, and the ability to spot trends and assist with creating proactive solutions to mitigate risk. This individual will work closely with the heads of the Merchant Risk team for NA and International the escalations team in each region, and Groupon’s Corporate Compliance team.

We’re a “best of both worlds” kind of company. We’re big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We’re curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?

Responsibilities

• Assist with the development of the global merchant escalations function, including the identification, reporting, and investigation of severe-level escalations as well as the prevention of such future escalations
• Directly handle investigations concerning severe-level escalations in North America and, as necessary, Internationally, including communication with both merchants, customers, and other parties as necessary
• Assist with global and local policy and process creation
• Assist with creation and delivery of relevant training
• Communicate directly with internal and external individuals regarding disputes and investigations, under management direction
• Assist with cross-functional and/or cross-regional projects based on the requirements of the Legal department
• Perform ad-hoc tasks based on management requirements

Qualifications:

• Prior experience in risk mitigation and investigations, including highly sensitive and/or severe-level matters, compliance, or related fields
• Prior experience working in technology or eCommerce sectors preferred
• JD or advanced degree preferred
• 8+ years of related experience
• Proven high judgment when faced with complex facts
• Ability to work across departments, time zones, and cultures on complex projects
• Ability and confidence to make decisions in complex situations with a solutions-oriented, practical mindset and approach
• Demonstrated ability to influence stakeholders at all levels
• Entrepreneurial spirit and ability to root out and solve problems, which may not be readily apparent
• Project management experience
• Excellent written and verbal communication skills
• Additional language proficiency is a bonus, but not required
• Excellent presentation and training skills
• Ability and willingness to travel internationally, as needed
• Organizational/time management skills
• Ability to work on own initiative/independently
• Team player able to work with colleagues at all stages in their career
• Proactive attitude and a high level of resiliency
• Analytical skills and mindset