Operational Excellence and Quality Lead at SumUp

| Greater Boulder Area
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Operational Excellence and Quality Lead (Boulder, CO)

At SumUp, we create powerful, easy-to-use financial solutions that allow small businesses to accept payments. With merchants in over 31 countries using SumUp to accept payments, we’re building the first-ever global card acceptance brand. Using a founder’s mentality and a “team-first” attitude, our teams across Europe, South America and the United States work together to ensure that small business owners can be successful doing what they love.

Your impact at SumUp

The Operational Excellence and Quality (OEQ) squad is responsible for driving all activities (planning, implementing, leading, and executing) around Operational Excellence, Quality, and Continuous Improvement in the SumUp US Operations Organization. The OEQ squad has a mission to support Customer Support, Onboarding, and Risk and Fraud in their drive to improve the maturity, efficiency, and/or quality of their respective teams. 

The role requires hands-on QA expertise, the ability to take the initiative and develop and evolve our QA processes. 

The right candidate will analyze the systems to determine what to test, the priority of those tests, and the best way to improve.

Setup, drive, and institutionalize a mindset change to achieve operational Excellence within the Operations team (Customer Support, Risk and Fraud, and Onboarding).

Implement and Drive Operational Excellence and Quality program to transform our current business.

Main Responsibilities:

  • Mindset changes: transform attitudes to maintain continuous improvement efforts beyond project activities and change their way of working to an Agile way of working. Management and team coaching will be one of the means to achieve such a mindset shift.
  • Problem-solving leadership: contributes to improving the whole operations value stream by participating in and driving problem-solving sessions.
  • Knowledge transfer: trains and coaches employees and management on best practices and behaviors.
  • Continuous improvements: identifies potentials for new enhancements and drives these improvements through completion.
  • Project leadership: co-designs and runs Agile transformations in specific areas:
  • Defines the overall work plan;
  • Coordinates the project teams through different phases;
  • Ensures support, provides adequate status updates;
  • Shares responsibility to reach the target together with line management;
  • Enforces prerequisites for the sustainability of results;
  • Ensures transfer to line/ process manager;
  • People management: selection, development, target setting, and performance management of the lean experts. Ensure overall high level of talent and engagement level

Requirements:

Essential experience for this position:

  • 5+ years of experience, preferably combined with relevant experience in managing and implementing change in startup organizations;
  • Extensive experience with culture change and the soft aspects/people aspects of organizational development.
  • Experience in Playvox

Of additional value for this position:

  • Extensive experience in different roles in a Customer Support or similar environment, including operational responsibilities and with a clear process improvement mindset;
  • Additional job-related knowledge and/ or managerial experience: operational (hands-on) experience in Service, Logistics, management roles in Operations, knowledge of financial management;

Why you should join SumUp

  • Be part of a welcoming community of more than 2,000 people from over 52 nationalities
  • Startup environment and small, cross-functional teams  
  • 50% employer-paid Medical, Dental, Vision Insurance and company-paid life insurance
  • FSA & 401K Retirement Plan (up to 3.5% employer matching when you elect to contribute up to 6%)
  • Paid vacation and holidays immediately available upon hire
  • Ongoing access to professional development tools, job training, and industry conferences
  • Free on-site refreshments, snacks (fruits, cereals, nuts, etc.), and team meals
  • Fun company outings, team events, birthday lunches, yoga, happy hours, hikes, etc.

SumUp encourages you to apply even if you don’t meet all requirements for the position.  SumUp believes in supporting candidates and employees throughout their career journey so we encourage you to apply.  SumUp is committed to a diverse, equitable, and inclusive workplace.

SumUp is committed to fair and equitable compensation practices.  The salary range for this position in Boulder, CO is $83,000 to $88,000.  Compensation will be finalized by the candidate’s relevant work experience, skills, certifications, and geographic location.

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 


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Technology we use

  • Product
  • Sales & Marketing
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    • OptimizelyAnalytics
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    • PhotoshopDesign
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    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • Objectives & Key ResultsManagement
    • Contentful CMSCMS
    • SalesforceCRM
    • Marketing CloudEmail

Location

SumUp is located on Pearl Street in downtown Boulder with beautiful views of the Flatirons and access to restaurants, bars and public transport.

An Insider's view of SumUp

What’s the vibe like in the office?

Our SumUp Boulder office is full of collaboration! We work in an open environment and our team is cross-functional. SumUp is constantly growing and while being on this amazing journey we just enjoy learning from each other!

Mora

Head of US Customer Support

How has your career grown since starting at the company?

SumUp USA is still small, so all the team members have a founder's mentality. We interpret this as the ability to be self-driven, think pragmatic, and do more with less. I have put lots of work into growing our business, and as our company grows, so does my team and my responsibilities!

Brian

Head of Performance Marketing

How do you make yourself accessible to the rest of the team?

Everyone is always welcome to approach me. We work in an open office with an open door policy and team members can always come to me with ideas and feedback.
Also, we discuss new initiatives and celebrate successes during the weekly all hands.

Jan

Managing Director

What are SumUp Perks + Benefits

SumUp Benefits Overview

SumUp is located on Pearl Street in downtown Boulder. Beyond the beautiful views of the Flatirons from our office we offer:

- Health, dental, vision and life insurance
- FSA & 401k retirement plans
- Immediately available PTO
- Startup vibes + cross-functional teams
- Weekly team events and milestone celebrations
- A rotating selection of free beer
- Free EcoPass for public transport all around Colorado
- One Outdoor/Powder Day a year! This is why we work in Boulder right?

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Free Bus Pass
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
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