AI Experience Lead - Operations

The AI Experience team sits within SumUp's Operations function, focused on making AI-powered support genuinely useful for millions of small businesses. This role is the dedicated leader the team has been built for: someone who can set the strategic direction, raise the bar on performance, and develop a talented group of analysts doing meaningful, pioneering work.

What you'll do

• Define and lead the strategic direction of AI-assisted customer support, setting the roadmap for conversation design, content quality, and self-service performance
• Own the AI Assistant's core performance metrics — resolution rates, escalation rates, save rates, and customer satisfaction — and drive measurable improvements across all of them
• Build and maintain a Quality Assurance framework for AI customer support, ensuring answers are accurate, clear, and aligned with SumUp's support standards
• Lead, develop, and grow a team of seven analysts across conversation design, QA, and content — bringing structure, direction, and coaching to a newly formed function
• Collaborate closely with Product, Engineering, and Operations leads to align priorities, remove blockers, and translate business goals into cross-functional improvement plans

What you'll need

• Proven track record of owning and moving core performance KPIs in a customer support, operations, or service environment, with clear accountability for outcomes
• Experience leading automation, chatbot, or self-service initiatives — with direct exposure to AI in support or a strong, demonstrated interest in the space
• Strong people management skills, with experience leading small-to-mid-sized teams of analysts or operations specialists
• Ability to work effectively in a matrix environment, influencing Product, Engineering, and Operations stakeholders without direct authority
• Comfort with ambiguity and fast-moving priorities, with a structured approach to problem-solving and a continuous improvement mindset

What they offer

• Virtual Stock Option programme to own a stake in SumUp's future success
• Annual L&D budget of €2000 for conferences and further education
• Corporate pension scheme with up to 20% matching of contributions
• 28 days of paid leave plus public holidays and special leave days
• Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches
• 1-month sabbatical after 3 years of service