SSC Director, India & Poland, Global Operations
Building shared service centers from scratch with Dagmara—a Groupon veteran who has worked in multiple roles during her 5+ years with the company.
What was your first impression of Groupon as a workplace?
In 2012, when I joined, Groupon was—just like it is today—an amazing, fun, and extraordinary place to work. My first role at Groupon back in 2012 was Head of Operations for Polish business, with the responsibility of Inside Sales added to the scope several months after I joined. When the opportunity of pushing myself towards global operations occurred in 2014, I didn’t need to think twice and even though it wasn’t clear how my role would evolve in future, I jumped into it and started building the shared service center in Warsaw, initially for customer services only. In 2016, all operations came under one roof of Global Operations (Customer Service and Deal Factory), which was a turning point not only for me but for the entire organization. In 2017, we opened a second location in Poland (Katowice), and very recently I was granted an amazing opportunity to manage all in-house operations in Poland and India. This journey has just started and I am more than excited about it!
That’s an awesome journey! What do you attribute to your success here?
I attribute my success to 3 factors, whether at Groupon or anywhere else: an amazing team of super-smart people, hard work, and a can-do attitude.
What’s the best career advice you’ve ever received?
And what advice would you give someone looking to move up in their career?
Work with smart people and learn from them. Work hard. Always treat feedback as a gift. And then work even harder.
How does Groupon fit into your life?
What does your job look like day to day?
Right now, I’m formulating while already executing (this is Groupon after all, no time to waste!) a strategy to align all Shared Services operations in maximizing their contribution to customer growth, increasing customer lifetime value, growing profitability and last but not least, making Groupon a great(er!) place to work. This requires a lot of coordination between four locations but I’m super excited about how much we can do together to support our company goals!
How does your work impact Groupon’s mission of building the daily habit in local commerce?
In Shared Services, we’re in touch with hundreds of merchants and thousands of customers every day. By focusing on four pillars: People, Customer Experience, Merchant Success and Streamline & Simplify, we contribute to Groupon’s mission of building the daily habit.
How many times have you been promoted?
I think 4.
What are you most proud of in your time at Groupon?
Building the Warsaw and Katowice hubs from scratch. Warsaw and Katowice host two large Shared Service Centers that support business around the globe (customer service, merchant services, editorial, in six languages). We started with a small team of German-speaking CS reps in 2014 and build out the office in Warsaw followed by Katowice, which opened last year. Everything was literally built from scratch and it wouldn’t have been possible without the great team I have both in WAW and KAT, who every day live the “no compromise on quality” rule.
What’s challenging about the work you do?
Complexity, but that’s why I love it. 🙂
Tell us something about you that might surprise us.
I love sweet cream 😉
Who is the most inspiring woman at Groupon?
We all are!