Strategy & Operations Manager

About the Team

The Americas Operations team drives operational excellence across Brazil, LATAM, and the US, shaping how we deliver exceptional customer experiences, streamline efficiency, and meet regulatory standards. As part of SumUp's global operations organisation, we lead large-scale transformation projects that blend automation, data-driven insights, and regulatory rigor to keep SumUp at the forefront of fintech operations.

This high-visibility leadership role reports directly to the Americas Operations Director with cross-functional influence across business, product, and engineering teams. You'll drive millions in cost savings and efficiency gains across three major markets, establishing the operational foundation for SumUp's Americas expansion.

Lead high-impact transformation initiatives across the Americas, from AI-powered customer support automation to KYC and compliance optimisation.

Drive measurable cost-saving and customer experience outcomes, e.g. asset optimisation and automation-led customer support contact reduction programs.

Oversee regional programs in onboarding and verification funnel improvement, including AI Copilot and KYC auto-approval scaling.

Partner with analytics teams to design and implement data models for churn prediction, merchant profiling, and operational efficiency.

Build and lead a high-performing regional team (9+ members), fostering collaboration between LATAM, US, and global operations teams.

You have extensive experience leading complex, cross-functional projects at a senior level within fintech, operations, or strategy functions.

You're fluent in Portuguese and English, and ideally Spanish for LATAM market engagement.

You bring hands-on expertise in data analytics, automation, and process optimisation, with a track record of quantifiable business results.

You demonstrate strategic thinking, translating vision into executable roadmaps across multiple countries, operational configurations and regulatory frameworks.

You're a collaborative leader who empowers diverse teams and influences senior stakeholders across Product, Engineering, Compliance and Legal.

- You thrive in ambiguous, fast-changing environments, maintaining resilience and focus under pressure.

Nice to have

Experience managing across regions and cultures.

Strong understanding of KYC/AML regulatory compliance and operational risk management.

Knowledge of AI/ML implementations in customer support or automation contexts.

Opportunity to work with a truly global, multicultural team from our dynamic São Paulo hub in the heart of the city. This involves an office-first setup

Join during a pivotal expansion phase as we scale operations across the Americas and shape fintech operations in emerging markets, with frequent travel opportunities to our Berlin headquarters and LATAM offices.

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

Enrolment onto our VSOP program: you will own a stake in SumUp's future success

Invest in your growth: Access an annual budget of R$ 10,000 for education, certifications, and conferences.

Generous time off: enjoy 22 working days of paid leave, plus public holidays and special leave days

Stay fit: Wellhub membership included and gym at the office

Financial wellness: SumUp contributes to your private retirement plan with Santander

Mental well-being: access to Zenklub for therapy, coaching, and emotional wellness resources

Meal support: benefit from a tax-free food voucher program with Pluxee

Break4me: 1-month sabbatical after 3 years of service

Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

About SumUp

At SumUp, we're on a mission to empower small businesses around the world with simple, affordable tools to help them start, run, and grow. More than 4 million merchants across 36 markets trust us as their financial partner — and we're just getting started.

We're a global team of 3,000+ people from over 90 nationalities, united by curiosity, collaboration, and care. Our core values and culture shape everything we do, fostering inclusion, learning, and belonging.

SumUp is proud to be an Equal Employment Opportunity employer, committed to building a safe, respectful, and diverse workplace where everyone can thrive.

Explore more about our culture on our careers site, or follow us on LinkedIn and Instagram.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don't tick every box, it's ok too because it means you have room to learn and develop your career at SumUp.