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Cancel Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We're enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale-it's fundamental to our company's growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.
Designation Business Process Manager | Groupon | E-commerce | Bangalore
Job Description
The Business Process Improvement Manager - Lean Six Sigma Black Belt will lead a number of cross-functional projects within Customer Service as well as cross-functional projects with stakeholders throughout the organization. This role requires leadership and change management skills, problem-solving, technology expertise, and extensive experience in operational excellence and process improvement.

The Business Process Improvement Manager - Lean Six Sigma Black Belt will initially be responsible for the identification and management of process improvement projects with a specific focus on contact reduction, contact center metrics, customer experience and other critical deliverables within the contact centers operating globally. This person will also be responsible for building strong relationships with various stakeholders throughout the company through supporting implementation of initiatives, drive adoption and will be charged with helping to develop a culture of CI at Groupon. This person will not initially build out a team, though, there may be opportunity to inherit a project management resource.

Job Description:

Identify, manage, and execute Lean Six Sigma Projects using the DMAIC methodology

Collect and analyze data and identify solutions based on root cause analysis and create business cases to present to key stakeholders and solutions

Create process maps and help standardize process and workflow

Create reports and use data to drive decisions throughout CS
Serve as a primary thought leader on CI strategy

Support the head of customer service in preparing for leadership meetings, team huddles, and problem solving on major projects and issues.

Interface and collaborate with other areas of operations, including merchant services, editorial, scheduling, and others. 

Filter and identify critical process changes and updates between departments.

Desired Profile Requirements:

Total Experience - 7 to 12+ Years

Bachelors degree

5+ years process improvement experience

3+ years project management experience

Individual Contributor Role 

Expert Knowledge of Lean Six Sigma Methodology

At least 2 years in a management capacity

Black Belt certification required

Experience with process mapping and knowledge of process mapping
tools required (Visio, etc.)

Experience with statistical tools required (Minitab, SPC, Tableau, SQL,
Excel, etc.)

Experience within a call center environment preferred

Experience with reporting tools and dashboards a plus (Tableau, etc.)

Experience with change management a plus

Master Black Belt certification a plus

PMP certification a plus

Shift timings would be 1.00 PM to 10.00 PM / 2.00 PM to 11.00 PM.

Transportation - Yes

Experience 7 - 12 Years
Industry Type Internet / Ecommerce
Role Operations Manager
Functional Area ITES, BPO, KPO, LPO, Customer Service, Operations
Employment Type Full Time , Permanent Job

UG -

PG -

Doctorate -

Compensation:  Not disclosed
Location Bengaluru(Whitefield)
Keywords Project Management Lean Six Sigma Black Belt Business Process Improvement Change Management Operations Operational Excellence Business Process Management Dmaic Process Mapping Metrics Cost Saving Tableau
Contact Prakash
Job Posted 2018-08-30 10:32:28.0