Vendor Operations Performance Analyst

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.

• 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
• 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.