Analytics Lead, Operations

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 the desire to constantly learn, guided by our values 'Founder's Mentality', 'Team First' and 'We Care'. We want to build an enduring organization that is people-positive, disciplined and that constantly innovates from within. Agility is the essence of an enduring organization and we strive to create an organization that fosters it.

As the Analytics Lead for Operations at SumUp, you'll transform how we support 4+ million merchants by building the data infrastructure that directly impacts customer satisfaction scores, resolution times, and operational costs across our global support network. You'll 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 rate through predictive analytics. Your mission? Ensure high-quality data from multiple support channels into a unified analytics platform that enables Operations leadership to make decisions on channel strategy, automation investments, and resource allocation while developing your team into the analytical experts who shape SumUp's operational excellence and contribute to building a fully data-driven organisation empowered by self-service analytics.

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: Oversee the integrity and quality of customer support data, ensuring robust data pipelines with DBT and managing 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 —crafting 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 setting 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.

You'll be great for this role if

• 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 understand that great analytics leadership isn't just about technical skills—it's about mentoring diverse teams with different levels and backgrounds, fostering a culture of continuous learning, and transforming data teams from mere 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're 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 not only present data clearly but drive strategic decision-making across cross-functional teams and non-technical stakeholders.
• You've successfully 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 while supporting conclusions with descriptive, diagnostic, and basic inferential statistics.
• You thrive in complex, fast-paced environments—successfully leading analytics teams through diverse stakeholder requests while maintaining data quality and strategic focus, adapting quickly 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, innovative, inclusive, and ethical business where your passion and creativity will inspire teams globally.
• Global Reach: We are currently present in 36+ markets and are a global and growing team of 3000+ people from 90+ nationalities with offices across 4 continents.
• Competitive Compensation: Competitive salary and benefits and access to our SumUp Sabbatical, Employee Assistance Programs, and participation in the Virtual Stock Options Program (VSOP).
• Visa and Relocation Support: Support for visa and relocation support for you, your family, and even your pets.

About SumUp
Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 36 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited.
SumUp will not accept unsolicited resumes from any source other than directly from a candidate.
Job Application Tip
We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.