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Product Lead – Merchant Success

Berlin, Germany · Product

Why SumUp?

At SumUp, we are driven to empower small businesses across the globe by de-hassling their lives and helping them to succeed. Our vision as a global FinTech company is to build the first-ever global card acceptance brand, and we are well on our way as small businesses in over 31 countries around the world rely on SumUp to get paid. To get there we are putting together an awesome team that is committed to one another and to our merchants. You could be our missing link! Help us bring card acceptance to the masses!

Our boldness, startup mindset, empathy and love for product foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can help small businesses grow.

Job Teaser

As our Product Lead, your primary responsibility will be to guide and develop a group of product managers (PMs) and associate product managers. To do so you’ll need to have "been there, done that", with multiple years of experience as a PM, consistently delivering great results under complex situations. In addition to excelling as a Product Lead, you should enjoy guiding and developing others, always taking a practical, hands-on approach.

In this position, you’ll play a pivotal role in the creation and definition of the online and in-product experiences related to customer support and the underlying channel tools, and services needed to power such experiences all the while collaborating closely with the CRM platform team. You will guide the vision for the next evolution of support experiences at SumUp. You will closely work with PMs who define the experiences that route customers to support, allow customers to self-serve or interact with support, view their support history, and the data services that other teams can use to make support an integrated experience. You will be key in identifying opportunities to leverage new technologies such as automation, artificial intelligence, and machine learning to help us deliver personalised service at scale. You will interact with key operations stakeholders, product designers, developers (front-end, back-end, mobile), product managers, subject matter experts and other stakeholders who all contribute in creating an experience that is effortless for both our merchants and agents.

What you'll be doing in this position

You will:

  • Understand our merchants deeply by carrying out extensive research to identify product improvement needs or new product launches

  • Develop and coach a diverse group of Product Managers, supporting them in defining and achieving milestones on their career path

  • Understand the cross-squad impact of our products and systems, addressing dependencies and ensuring product consistency

  • Develop together with Product Managers and Engineering a holistic roadmap for SumUp’s merchant success initiatives, defining success metrics and KPIs aimed at delivering the best possible experience to merchants

  • Ensure a flow of communication in all directions

  • Contribute to our product community at SumUp, sharing knowledge, discussing best practices and continuously improving our overall product practices and skills

Your Profile

You’ll be great for this position if:

  • You’ve been a fantastic Product Manager for 6+ years, including building data-driven products and leading product teams.

  • You have a proven track record of designing, building and shipping Software as a Service (SaaS), Infrastructure as a Service (IaaS), or Platform as a Service (PaaS).

  • You have a very good understanding of customer & support facing technologies, data technologies, machine learning and experiences with AWS.

  • You have excellent written and verbal communication skills, and are confident adapting content and message to suit a particular audience.

  • You have strong analytical skills and are a role model for data-informed decision making, balancing qualitative and quantitative insights to make the right business decisions.

  • You’re willing to travel to SumUp offices in EU and Brazil.

BENEFITS 

  • Be part of one of the world’s most exciting startups, on a mission to take over the world!

  • We have a close, welcoming and international community. We get together regularly for brunches, cocktail nights, football and office parties

  • Free German & Yoga classes

  • Running & Soccer teams + Urban Sports Club membership (subsidised)

  • SumUp Corporate Pension Scheme

  • All the startup swag you expect: kicker table, unlimited drinks & fruits

  • At least one hackathon off-site every year for one week where the tech teams from Berlin, Sofia, and São Paulo gather to hack together. In the past we've gone to locations in Germany, Bulgaria and Greece.

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, color, 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.