Head of Operations Enablement

Our passion at SumUp is championing small businesses. We believe in creating technology that is flexible, fair, affordable and easy to use. Every day millions of people around the world dream of starting their own businesses. We strive to help them to do this. Our long-term goal is to close the loop by enabling businesses to turn transactions with customers into long term relationships. 

The Head of Operations Enablement will be responsible for ensuring organisational efficiency and scalability by optimising processes, managing content and knowledge, aligning cross-functional teams, providing training and tools, supporting strategic execution, and facilitating change management to empower operational teams and deliver consistent results. You will lead a team of 40 SumUppers, with 7 direct reports, who are responsible for supporting and enabling our Operation Support functions (Customer Support, BPO, R&F; Onboarding, Customer Success Management).

What You'll Do

• Champion a high-performance culture: Develop and execute a comprehensive enablement strategy that empowers Operations teams to consistently exceed customer expectations and achieve key business objectives.
• Drive impactful training: Partner closely with Operations leadership to identify critical skills gaps and design engaging, results-oriented training programs that address these needs.
• Foster continuous improvement: Continuously evaluate and refine our enablement programs based on data-driven insights, employee feedback, and the successful achievement of key performance indicators.
• Optimise resource allocation: Develop and manage the enablement budget, ensuring efficient and effective utilisation of resources to maximise ROI.
• Lead successful change management: Drive smooth and effective transitions for new processes, tools, and technologies across Operations teams, ensuring seamless adoption and minimising disruption.
• Guarantee quality and consistency: Develop and implement robust quality assurance and data assurance frameworks to ensure consistent delivery of high-quality service and adherence to operational standards.
• Drive content and knowledge management: Develop and maintain robust strategies for our internal and external content and knowledge management systems. Ensure Operations teams have readily accessible information to perform their roles effectively and empower Merchants with the knowledge they need to successfully utilise our products to support their businesses.

You’ll be great for this role if

• You have solid experience in developing and leading Operations focused teams, ideally within the (fin)tech industry
• You have experience leading teams across different locations
• You have solid experience in the Operations Enablement space, developing and executing successful operations enablement and effective strategies and programs
• You have strong analytical and data skills to analyse data and enablement metrics and make data-driven decisions.
• You have strong communication and interpersonal skills to build relationships with Operations and cross-functional teams.
• You are comfortable with ambiguity and ability to be flexible in a rapidly changing environment

Why you should join SumUp

• We’re a truly global team of 3000+ people from 93+ countries, spread across 4 continents
• Competitive salary package and virtual stock option programme
• You’ll receive a budget for your individual development, attending conferences and external training.
• We offer a corporate pension scheme, 28 days’ paid leave, free yoga classes, and other great benefits.
• You can truly create your own path here and help us shape the future for small merchants.

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to 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.