Analytics Lead, Operations

Overview Analytics Lead, Operations at SumUp. Lead a team of analysts to transform how we support 4+ million merchants by building data infrastructure that impacts customer satisfaction, resolution times, and operational costs across our global support network. Develop measurement frameworks to optimize AI strategy, reduce support ticket volume, and increase first resolution rate through predictive analytics. Build a unified analytics platform from multiple support channels enabling Operations leadership to make decisions on channel strategy, automation investments, and resource allocation, while growing your team into analytics experts to shape SumUp's data-driven operations. What You’ll Do Lead and develop a high-performing analytics team — setting clear goals, providing continuous feedback, and fostering talent growth through targeted development plans, mentorship, and training to cultivate a culture of continuous learning and innovation. Drive data infrastructure excellence: ensure the integrity and quality of customer support data, robust data pipelines with DBT, and rigorous testing strategies to maintain high data accuracy. Establish measurement frameworks for cross-functional Support initiatives, assessing the effectiveness of new features, experiments and strategies. Create actionable data products, optimize support funnels and enhance prioritization metrics including health scores, churn insights, and next best actions for customer success strategies. Deliver best-in-class visualization and insights — craft clear, actionable reports and dashboards and unlock self-service analytics that empower stakeholders to make data-driven decisions. Ensure correct tracking and experimentation on product services, measuring and defining success metrics for usability and user engagement. Define project scope and roadmaps for large-scale, complex projects and set quarterly OKRs in alignment with Operations stakeholders and Core leadership to ensure continuous business alignment. Collaborate strategically with stakeholders across Operations, Product and AI Automation, Customer Support and Success, and Strategy teams — acting as a strategic partner to identify improvement opportunities. Qualifications You have solid experience in data analytics with a proven track record of delivering insights and driving business impact and know how to translate complex data concepts into actionable business outcomes. You value mentoring diverse teams with different levels and backgrounds, fostering a culture of continuous learning, and transforming data teams from providers into insight-generation champions. You excel at stakeholder management and cross-functional collaboration—effectively communicating with diverse teams across Operations, translating business requirements into data models, and serving as a strategic partner who proactively identifies opportunities for data-driven improvements. You are passionate about building robust data infrastructure through advanced analytics engineering practices, leveraging DBT, Snowflake and Git to create comprehensive business views from multiple data sources and systems. You have hands-on experience with advanced data visualization—particularly with Tableau—crafting dashboards that drive strategic decision-making across cross-functional teams and non-technical stakeholders. You have developed KPIs for complex business operations, automation strategies, or customer success initiatives while ensuring data accuracy and integrity. You’re skilled at experimentation and product analytics—tracking product services, measuring feature releases, defining success metrics, and analyzing usability and engagement with descriptive, diagnostic, and basic inferential statistics. You thrive in complex, fast-paced environments, leading analytics teams through diverse stakeholder requests while maintaining data quality and strategic focus, adapting to the complexity of Operations. Why You Should Join SumUp Impactful Leadership: Own the Analytics strategy and roadmap for Operations, leading a world-class team to elevate SumUp’s operational excellence. Innovative Environment: Work in a fast-growing, inclusive, ethical business where your passion and creativity will inspire teams globally. Global Reach: Present in 36+ markets with a global team of 3,000+ people from 90+ nationalities and offices across 4 continents. Competitive Compensation: Competitive salary and benefits including SumUp Sabbatical, Employee Assistance Programs, and participation in the Virtual Stock Options Program (VSOP). Visa and Relocation Support: Support for visa and relocation for you and your family. About SumUp Be empowered to do more that matters. SumUp empowers small businesses across the globe with simple and affordable tools to manage payments, finance and customer relationships. Today, over 4 million businesses in 36 markets rely on SumUp. Our diverse team of 3,000+ SumUppers from 90+ nationalities collaborates with an inclusive, learning-oriented culture. We are committed to equal employment opportunity and a safe, respectful workplace. SumUp is an Equal Employment Opportunity employer and does not discriminate based on race, color, religion, national origin, sex, gender identity, sexual orientation, disability, age, or any other protected status. We do not accept unsolicited resumes from any source other than direct candidate applications. Job Application Tip: You can apply even if you don’t meet every box; use this as a guide to grow and develop your career at SumUp. Seniority level Mid-Senior level Employment type Full-time Job function Research, Analyst, and Information Technology #J-18808-Ljbffr