Vendor Operations Performance Analyst

Location: Berlin, Germany (office-first setup )

Employment type: Full-time, permanent

Team description

Our Vendor Operations team is the engine that allows SumUp to support millions of merchants worldwide. We partner with external service providers to ensure our global support remains personal, efficient, and high-quality. We don't just manage vendors; we build seamless extensions of the SumUp culture, ensuring every merchant receives world-class service, no matter where they are in the world.

As our Vendor Operations Analyst, you will be the person who keeps our BPO partners performing at their best: day in, day out. You'll own operational performance governance across our outsourced partners: tracking KPIs, running governance cadences, diagnosing performance issues and driving the improvements that keep our vendors consistently accountable to the SumUp standard. You are the link between operational data and real-world results.
What you'll do

• Track productivity and efficiency KPIs across all outsourcing partners, spot deviations early, and push for corrective action before issues escalate
• Investigate the root causes behind performance dips, such as productivity drops, rising backlogs, or slipping schedule adherence, and turn findings into clear, prioritised improvement plans with the workforce management team
• Build onboarding and readiness processes so new agents reach full productivity quickly across all partner sites
• Design and roll out process and tooling improvements in partnership with Business Architecture, Enablement, Change Management, CRM, and Data/BI teams
• Prepare data driven agendas for vendor business reviews, track agreed actions, and escalate when partners fall short of targets
• Support vendor negotiations with performance analysis and scenario modelling to improve cost per interaction

You'll be great for this role if...

• Experience investigating operational underperformance, such as productivity dips, rising backlogs, schedule adherence issues and turning findings into clear, prioritised, improvement plans.
• Track record of documenting and standardising operational processes so they're clear, repeatable and easy for other teams to follow and maintain.
• Comfort coordinating improvement projects across multiple internal teams, such as workforce management, enablement and data teams. Managing dependencies and keeping stakeholders aligned without formal authority.
• Working knowledge of SQL and experience with CRM or BI platforms (such as Salesforce, Zendesk, Tableau, or Looker) to pull data independently and build operational performance reports.
• Background in a BPO or outsourced operations environment, with hands on experience supporting vendor performance governance and KPI tracking.

Why you should join SumUp

Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup

Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success

A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education

A corporate pension scheme where we match up to 20% of your contributions

Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days

Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches

Break4me: 1-month sabbatical after 3 years of service

Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team
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 39 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 4,000 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. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

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.