Vendor Operations Performance & Governance Analyst

SumUp Inc.; Berlin (NH); On-site; USD 78,000 - 101,000; Full time

Benefits offered by this job

Stock options

Annual L&D budget €2000

Corporate pension match up to 20%

28 days paid leave

Job summary

SumUp is seeking a Vendor Operations Performance Analyst in Berlin to govern outsourced partner performance and drive measurable improvements. You will work with BPOs, data/BI, and CRM tools to monitor KPIs, analyze root causes, and push for unified, data-led action across multiple partner sites.

This role emphasizes collaboration with workforce management, enablement, and analytics teams to optimize cost per interaction and vendor outcomes in a global fintech context.

Qualifications

• Experience governing outsourced operations and KPI tracking.
• Ability to translate data into actionable performance improvements.
• Familiarity with CRM/BI platforms for reporting.

Responsibilities

• Track productivity and KPI performance across outsourcing partners.
• Investigate root causes of performance dips and drive improvement plans.
• Build onboarding processes to raise new agents to productivity quickly.
• Design and roll out process and tooling improvements with cross-functional teams.
• Prepare data-driven agendas for vendor reviews and track actions.
• Support vendor negotiations with performance analysis and scenario modeling.

Skills

KPI tracking

Data analysis

Operational governance

SQL

CRM/BI familiarity

Vendor governance

Tools

Salesforce

Zendesk

Tableau

Looker

Job description

SumUp is seeking a Vendor Operations Performance Analyst in Berlin to govern outsourced partner performance and drive measurable improvements. You will work with BPOs, data/BI, and CRM tools to monitor KPIs, analyze root causes, and push for unified, data-led action across multiple partner sites.

This role emphasizes collaboration with workforce management, enablement, and analytics teams to optimize cost per interaction and vendor outcomes in a global fintech context.