Head of US Operations
About The Position
SumUp's US Operations team is the engine behind how merchants get live, stay active, and grow with our products. From onboarding and customer experience to risk, logistics, and retention, this team touches every part of the merchant journey — and the work directly shapes whether small businesses succeed with SumUp. This is a pivotal leadership role at a critical moment. We're building a more scalable, data-driven operations function that can reduce friction, get merchants live faster, and keep them engaged for the long term. As Head of US Operations, you'll own that agenda — connecting local execution with global strategy, and making sure the right things get done with speed and consistency. If you're energised by complex, multi-domain challenges and want to lead a function where your decisions have a direct impact on merchant outcomes, this role is for you.
Requirements
- Strong background across multiple operations domains, with a track record of diagnosing complex problems and driving execution from start to finish.
- Experience working cross-functionally with Product, Engineering, and global teams, with the ability to influence and align stakeholders without direct authority.
- Comfort working with data and performance metrics, using them to identify priorities and hold teams accountable to outcomes.
- Experience scaling processes and improving customer or merchant journeys in a fast-moving environment.
- Familiarity with Salesforce or similar platforms, and a curiosity about how AI tools can be applied practically to improve operations.
Responsibilities
- Lead end-to-end operations across onboarding, customer experience, merchant retention, risk and fraud, logistics, and supply chain — setting priorities, driving execution, and owning key performance metrics.
- Partner closely with Product, Engineering, and Sales to identify and remove the highest-impact friction points across the merchant journey, from installation through to activation and long-term use.
- Represent US Operations within the Global Ops and Americas team, managing shared resources across geographies and ensuring the US is well-integrated into the broader SumUp organization.
- Lead cross-functional programmes including Salesforce transformation, process redesign, and automation initiatives that improve efficiency and merchant experience.
- Translate data into action — using KPIs such as activation rates, churn, service levels, onboarding speed, and chargebacks to drive clear, prioritised initiatives across teams.
Benefits
- Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Boulder office. This involves an office-first setup.
- Enrolment onto our Virtual Stock Option program: you will own a stake in SumUp's future success.
- Generous time off: 22 days of paid vacation, plus an extra day each year up to 28 days, public holidays, quarterly Wellness Days, and special leaves.
- Tremendous Health and medical coverage plus life insurance.
- 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.
- Financial security: 401(k) retirement scheme with SumUp matching (100% on first 1%, 50% on 2–6%).
- Break4me: 1-month sabbatical after 3 years of service.
- Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
