Vendor Operations Performance Analyst

Location: Berlin, Germany (office-first setup )

Employment type: Full-time, permanent

Our Vendor Operations team is the engine that allows Sum Up 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 Sum Up 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 Sum Up standard. You are the link between operational data and real-world results.

• Track productivity and efficiency KPIs across all outsourcing partners, spot deviations early, and push for corrective action before issues escalated
• 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
• 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 escalation when partners fall short of targets
• Support vendor negotiations with performance analysis and scenario modelling to improve cost per interaction

• 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.

Opportunity to work with Sum Uppers 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

Enrollment onto our Virtual Stock Option programme: you will own a stake in Sum Up'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…