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.
We are a passionate team that thrives on human connection, autonomy, and continuous learning,
guided by our values Founder’s Mentality, Team First, and We Care.
Our goal is to build an enduring, people-positive organization that constantly innovates from within.
Your Role
As the Analytics Lead for Operations at SumUp, you will transform how we support
4+ million merchants by building 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 establish measurement frameworks that optimize our AI strategy,
reduce support ticket volume by identifying root causes, and increase first resolution rates through
predictive analytics.
Your mission is to ensure high-quality data from multiple support channels flows into a
unified analytics platform—enabling Operations leadership to make informed decisions on channel
strategy, automation investments, and resource allocation—while developing your team into analytical
experts who drive SumUp’s operational excellence.
What You’ll Do
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Lead and develop a high-performing analytics team: Set clear goals, provide continuous
feedback, and foster talent growth through development plans, mentorship, and training.
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Drive data infrastructure excellence: Ensure integrity and quality of customer support
data, oversee robust data pipelines using DBT, and manage rigorous testing strategies.
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Establish measurement frameworks: Evaluate cross-functional Support initiatives,
including new features, experiments, and strategic initiatives.
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Create actionable data products: Optimize support funnels and prioritization metrics,
including health scores, churn insights, and next-best-action recommendations.
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Deliver best-in-class insights and visualization: Build clear dashboards and reports
while enabling self-service analytics for stakeholders.
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Ensure correct tracking and experimentation: Define and measure success metrics for
product services, usability, and user engagement.
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Define project scope and roadmaps: Lead large-scale analytics initiatives and set
quarterly OKRs aligned with Operations stakeholders and Core leadership.
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Collaborate cross-functionally: Act as a strategic partner across Operations, Product,
AI Automation, Customer Support and Success, and Strategy teams.
You’ll Be Great for This Role If
- You have strong experience in data analytics with a proven track record of driving business impact.
- You understand that great analytics leadership combines technical excellence and people development.
- You excel at stakeholder management and cross-functional collaboration.
- You are passionate about building robust data infrastructure using DBT, Snowflake, and Git.
- You have hands-on experience with advanced data visualization, especially Tableau.
- You have developed KPIs for complex operations, automation, or customer success initiatives.
- You are skilled in experimentation and product analytics, applying descriptive,
diagnostic, and basic inferential statistics.
- You thrive in complex, fast-paced environments and can balance multiple stakeholder needs.
Why You Should Join SumUp
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Impactful Leadership: Own the Analytics strategy and roadmap for Operations and lead a
world-class team.
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Innovative Environment: Work in a fast-growing, inclusive, and ethical organization
where your ideas have global impact.
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Global Reach: Presence in 36+ markets with 3,000+ employees from
90+ nationalities across 4 continents.
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Competitive Compensation: Competitive salary, benefits, SumUp Sabbatical,
Employee Assistance Programs, and participation in the VSOP.
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Visa and Relocation Support: Available for you, your family, and even your pets.
About SumUp
Be empowered to do more that matters.
SumUp empowers small businesses globally with simple, affordable financial tools.
Today, over 4 million businesses in 36 markets rely on SumUp as their financial partner.
Our diverse team of 3,000+ SumUppers from 90+ nationalities thrives on collaboration, inclusivity,
and continuous learning. We strive to create an environment where everyone belongs and feels supported.
Equal Employment Opportunity
SumUp is proud to be an Equal Employment Opportunity employer. We do not discriminate
based on race, color, religion, national origin, gender, gender identity, sexual orientation, disability,
age, or any other protected characteristic. We are committed to maintaining a safe, respectful,
and harassment-free workplace.
Job Application Tip
You don’t need to meet 100% of the criteria to apply.
If you don’t tick every box, that’s okay—there’s room to learn, grow, and develop your career at SumUp.
