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Senior Operations Analyst

Berlin, Germany · Customer Support

Senior Operations Analyst

As Senior Ops Analyst, you’ll play a vital role in leading and supporting the Operations Analyst Team. The team sits within the larger Operations Team and it’s primary focus is to serve the Support Team and our outsourcing partner, while also sharing valuable insights with other departments within SumUp. The mission of the Ops Analyst Team is to transform merchant and agent-related data into relevant insights. Data is used equally for operational efficiency, to discover customer and market behavioural patterns and improve service experience.

What you’ll do

  • Coach and mentor Operations Analysts

  • Own the Support Team’s data strategy and vision, whilst aligning with the wider business data strategy

  • Be the bridge between Support and the BI chapter, fostering a best practice approach

  • Ensure continuous improvement by seeking new technologies/automation prospects 

  • Supporting the team to perform analysis on large data sets to extract actionable insights

  • Work closely with internal stakeholders to understand business requirements to ensure we build efficient and scalable solutions

  • Ensure visibility of Support performance at all levels within the organization

  • Vocalize and support integration of new data sources

  • Define and set Support KPIs and SLAs

  • Set data standards and ensure alignment with external vendors 

  • Automate the flow of data to external vendor 

You’ll be great for this role if

  • You have 5+ years of experience of working with data analysis.

  • You’re passionate about data analysis and excited to create data-driven stories to support business decisions.

  • You have proven SQL and Python skills.

  • You have experience in coaching and mentoring team members.

  • You’re a strong communicator and have stakeholder management skills.

  • You have a solid understanding of DWH and how data flows.

  • You have experience creating data marts.

Why you should join SumUp

  • We’re a truly global team of 2000+ people from 60+ countries, spread across 3 continents.

  • You’ll receive a budget for attending conferences and external training.

  • We offer a corporate pension scheme, 28 days’ paid leave, free German and yoga classes, subsidised Urban Sports Club membership and other great benefits.

  • We offer visa and relocation support for you, your family and even your pets.

  • You’ll be based in the heart of Berlin, one of Europe’s leading tech hubs and most vibrant cities.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of 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. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.