About SumUp
At SumUp, we are motivated by the purpose of leveling the playing field for small businesses. We empower small business owners by creating simple and affordable tools to manage payments, finance, and customer relationships. Our team thrives on human connection, autonomy, and continuous learning, guided by our values: Founder’s Mentality, Team First, and We Care.
We strive to build an enduring, people-positive organization that innovates from within. Agility is at the core of our culture, and we work to create an environment that fosters it.
Role: Analytics Lead – Operations
As the Analytics Lead for Operations, you will transform how we support over 4 million merchants by building the data infrastructure that directly impacts customer satisfaction, resolution times, and operational costs across our global support network.
You will lead a team of analysts to develop measurement frameworks that optimize our AI strategy, reduce ticket volume, increase first-resolution rate, and ensure unified, high-quality data across all support channels. Your work will empower Operations leadership to make data-driven decisions on channel strategy, automation, and resource allocation—while developing your team into analytical experts who shape SumUp’s operational excellence.
What You’ll Do
- Lead and develop a high-performing analytics team—set goals, provide continuous feedback, and foster growth through mentorship, training, and development plans.
- Drive data infrastructure excellence by overseeing the quality and integrity of customer support data using DBT and robust testing strategies.
- Establish measurement frameworks for cross-functional Support initiatives, evaluating features, experiments, and strategies.
- Create actionable data products, optimize support funnels, and enhance prioritization metrics such as health scores, churn insights, and next-best actions.
- Deliver industry-leading visualizations—craft clear dashboards and enable self-service analytics for stakeholders.
- Ensure correct tracking and experimentation for product services, and define success metrics for usability and engagement.
- Define project scope and roadmaps for complex initiatives and set quarterly OKRs aligned with Operations and Core leadership.
- Collaborate strategically across Operations, Product, AI Automation, Customer Support & Success, and Strategy teams to identify opportunities for improvement.
You’ll Be Great for This Role If…
- You have strong experience in data analytics with a proven track record of delivering insights that drive business outcomes.
- You understand that analytics leadership means mentoring diverse teams and fostering a culture of learning and innovation.
- You excel at stakeholder management and cross-functional collaboration, translating business needs into scalable data models.
- You are passionate about advanced analytics engineering practices using DBT, Snowflake, and Git.
- You have hands-on experience with advanced visualizations—especially Tableau—creating dashboards that drive strategic decisions.
- You have developed KPIs for complex operations, automation, or customer success while ensuring data accuracy and integrity.
- You are skilled in experimentation and product analytics, including tracking, success metrics, usability, and engagement analysis.
- You thrive in fast-paced, complex environments, maintaining data quality and strategic focus across diverse stakeholder needs.
Why You Should Join SumUp
- Impactful Leadership: Own the Analytics strategy and roadmap for Operations, leading a world-class team.
- Innovative Environment: Work in a fast-growing, inclusive, ethical, and creative environment.
- Global Reach: Present in 36+ markets with 3,000+ people from 90+ nationalities across 4 continents.
- Competitive Compensation: Competitive salary, benefits, SumUp Sabbatical, EAP, and participation in our Virtual Stock Options Program.
- Visa & Relocation Support: Support for you, your family, and your pets.
About SumUp
Be empowered to do more that matters.
We empower small businesses globally by offering simple, affordable tools to help them manage payments, finance, and customer relationships. Over 4 million businesses in 36 markets rely on SumUp as their financial partner.
Our team of over 3,000 people across 90+ nationalities embraces global collaboration and an innovative mindset. We foster an inclusive and continuous learning culture where everyone belongs and feels supported.
Diversity & Inclusion
SumUp is proud to be an Equal Employment Opportunity employer. We do not make hiring decisions based on race, colour, religion, nationality, gender identity, sexual orientation, disability, age, or any other protected characteristic. We are committed to maintaining a respectful, harassment-free workplace.
Note: SumUp does not accept unsolicited resumes from external sources.
