Head of Product Operations

As our Head of Product Operations, you’ll help shape, lead and execute on our vision to create a simple and affordable digital bank for millions of small businesses across the globe.

You will lead the bank’s product operations team and be responsible for the growth and development of the function. You will interface between product and central operations teams to deliver a best in class customer experience. As a member of the Tribe’s steering group, you will be in a key leadership role as we work on building and scaling SumUp's digital banking solution.

This role offers the opportunity to make an impact in a key role for one of SumUp’s most important growth areas. As a naturally driven leader, you embody excellence and expect outstanding performance from every member of the team. You love creative solutions and enjoy a vibrant, fast-paced, and inclusive working environment.

What you’ll do 

• Define operations strategy with central operatins teams to enable an enjoyable experience when customers reach out for help
• Collaborate with product teams on improving the customer experience and reducing touchpoints
• Optimize the channel strategy and service design to balance ‘cost to serve’ and NPS  
• Set and define KPIs, benchmarks, and SLAs to track performance 
• Support central operations teams’ capacity planning

You’ll be great for this role if

• You have exceptional data driven problem solving skills
• You have worked in a leading management consulting firm
• You have a natural talent for leadership and people management
• You have a strong understanding of technology products and a keen interest in the banking domain
• You care deeply about results and delivering the biggest impact possible 

Why you should join SumUp

• We’re a truly global team of people from 60+ countries, spread across 3 continents.
• You will receive a competitive salary including an attractive VSOP package.
• You’ll be based in the heart of vibrant Berlin, one of Europe’s leading tech hubs
• We use our Berlin HQ to foster the community by get together regularly for brunches, cocktail nights, rooftop drinks, sports, and yoga

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we're creating tools that 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