Supervisor, Customer Experience

Objectives of the position

The Operations Supervisor for the Groupon B2B Sales account is directly responsible for organizing, directing, and maximizing the execution of a high-performance sales and account management team. Moving away from reactive customer care, this role demands an aggressive, metrics-driven leader who manages a team of Merchant Consultants (MCs), Merchant Developers (MDs), or Merchant Onboarders (MOs) focused on driving proactive outbound prospecting, deal negotiation, contract closing, and long-term portfolio growth. 

The primary objective is to drive execution speed, enforce strict process compliance, and eliminate local performance failures before they scale into client escalations. You will lead by example, transforming raw data into high-velocity sales behavior while building individual rep capabilities through constant, data-tied coaching.

Functions 

• Accountable for meeting and exceeding all internal Conduent targets and external Groupon operational commitments (such as Gross Profit generation, Unique Accounts Closed, and NVR run rates). 

• Maintain an active floor presence (physical or virtual) during synchronized, high-intensity outbound dialing windows. Eliminate administrative distractions for reps during active calling times.

• Deal Triage & Approvals: Review and critique rep deal submissions based on structure, competitor benchmarking, margin health, and market saturation. Complete necessary approval checklists prior to client submission.

• Identify underperforming reps early, and within 5 business days of a trigger, formally initiate and execute high-intensity 2-Week Performance Improvement Plans (PIPs).

• Serve as the frontline operational anchor and coach for subject matter experts (SMEs) and representatives. 

• Support the training and accelerated ramp-up of new external hires and internal transfers, tracking them against strict confirmation metrics (e.g., individual scorecard and GP output targets) before the 2-month mark. 

• Feedback Loops: Provide continuous verbal and written feedback to representatives to cultivate the exact commercial and marketing knowledge required to consult B2B merchants effectively.

Operational Excellence & Compliance

• Ensure 100% rep compliance with call center objectives, strict daily schedules, mandatory pre-call checklists, and data logging accuracy within CRM systems (Salesforce and Salesloft). 
• Monitor and enforce the 24-hour turnaround time for all merchant voicemails, open cases, and internal Information Requests (IRs).
• Continuously identify operational bottlenecks, suggest process adjustments, and devise ways to optimize productivity metrics and delivery systems. 
• Directly handle complex or escalated merchant inquiries, defusing friction points and delivering rapid solutions to protect merchant retention
• Analyze, and deliver required operational updates (such as daily completion logs, weekly scorecards, and bi-weekly PIP status reports) for senior management review. 
• Align and manage weekly employee schedules, vacation requests, and operational requirements to maintain required floor capacity limits. 
• Handle system access tickets, inventory logs, and human resource protocols, including tracking job abandonments and drafting the required documentation ("Actas") for HR compliance. 
• Certification Maintenance: Keep all mandatory internal and Groupon-issued supervisor certifications fully up to date through continuing advanced education. 

Administration & Institutional Governance

Required Experience & Qualifications

• Education: High School Diploma required. 
• Professional Experience: * Proven track record in a supervisory or leadership capacity within a high-volume BPO or corporate sales environment. 
  • Direct experience in B2B inside sales, consultative business development, pipeline execution, or strategic account management. 
  • Prior experience managing teams that handle large portfolio volumes (200+ accounts per rep) is highly valued. 
• Language Proficiency: C1 level (or a minimum of fluent, highly proficient B2 level) English communication skills for professional, clear execution in both verbal and written forms. 
• Technical & Digital Aptitude: * Advanced proficiency navigating CRM structures (Salesforce) and dialer platforms (Salesloft). 
  • Comfortable leveraging enterprise AI tools to enhance operational insights and pipeline workflows. 
• Metric Mindset: Proven ability to translate raw activity numbers into actionable individual coaching plans. Complete comfort operating within strict upside/downside contractual frameworks, service credit environments, and performance tracking models.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.