Analytics Lead, Operations

Analytics Lead, Operations

At SumUp, we empower small businesses with simple, affordable tools. As the Analytics Lead for Operations, you’ll transform our support network by building the data infrastructure that directly impacts customer satisfaction, resolution times, and operational costs. You’ll lead a team of analysts to create measurement frameworks, reduce ticket volume, and increase first‑resolution rates through predictive analytics.

What You’ll Do

• Lead and develop a high‑performing analytics team, setting clear goals and fostering talent growth through continuous feedback and targeted development plans.
• Drive data infrastructure excellence: oversee the integrity and quality of customer‑support data, ensuring robust pipelines with DBT and maintaining high data accuracy through rigorous testing.
• Establish measurement frameworks for cross‑functional support initiatives, assessing the effectiveness of new features, experiments and strategies.
• Create actionable data products, optimise support funnels and prioritise metrics such as health scores, churn insights and next‑best actions for customer‑success strategies.
• Deliver best‑in‑class visualisations and insights, crafting clear reports and dashboards that unlock self‑service analytics for stakeholders.
• Ensure correct tracking and experimentation on product services, defining success metrics for usability and user engagement.
• Define project scope, roadmaps for large‑scale projects and set quarterly OKRs aligned with Operations stakeholders and core leadership.
• Collaborate strategically with stakeholders across Operations, Product, AI Automation, Customer Support and Strategy teams 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.
• You can translate complex data concepts into actionable business outcomes.
• You understand that great analytics leadership is about mentoring diverse teams, fostering continuous learning and turning data teams into insight‑generation champions.
• You excel at stakeholder management and cross‑functional collaboration, communicating with diverse teams and translating business requirements into data models.
• You’re passionate about building robust data infrastructure using DBT, Snowflake and Git.
• You have hands‑on experience with advanced data visualisation, particularly Tableau, and can create dashboards that drive strategic decisions.
• You have developed KPIs for complex business operations or automation strategies while ensuring data accuracy and integrity.
• You are skilled at experimentation and product analytics, tracking service releases and measuring success metrics.
• You thrive in complex, fast‑paced environments, leading analytics teams through stakeholder requests while maintaining data quality and strategic focus.

Why You Should Join SumUp

• Impactful Leadership: Own the analytics strategy and roadmap for Operations, leading a world‑class team to elevate operational excellence.
• Innovative Environment: Work in a fast‑growing, inclusive, ethical business where your passion and creativity inspire teams globally.
• Global Reach: Over 4 million businesses in 36 markets rely on SumUp; 3 000+ employees from 90+ nationalities.
• Competitive Compensation: Salary, benefits, and access to our VSOP program.
• Visa and Relocation Support: Assists for you, your family and even pets.

About SumUp

At SumUp, our mission is to empower small businesses across the globe with tools that let them thrive. We champion inclusivity and continuous learning, creating a culture where everyone feels supported and can grow.

Equal Employment Opportunity

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity. We do not make hiring or employment decisions based on race, colour, religion or religious belief, ethnicity, nationality, gender, gender identity, sexual orientation, disability, age or any other basis protected by law. We are committed to a safe, respectful workplace where harassment of any form is strictly prohibited.

Job Application Tip

We recognise that candidates may feel they need to meet 100 % of the job criteria to apply. If you don’t tick every box, it’s okay – there’s room to learn and grow at SumUp.

Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Research, Analyst, and Information Technology.

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