Head of AI Support Product

Навыки

• API (интеграции)
• Дашборды и витрины
• ISO 27001 / PCI DSS
• База знаний
• KPI
• Лидерство
• LLM

О компании и продукте

• We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster. Head of AI Support Product. Adyen is making a decisive move: we are deploying Fin.ai as our primary AI support agent to resolve merchant and partner queries faster, smarter, and at scale while freeing our world-class support engineers to focus on the most complex, high-value challenges our customers face. This is a rare, zero-to-scale leadership role

Задачи

• Product Strategy & Roadmap
• Define and execute the multi-year vision for Fin.ai at Adyen, from pilot to autonomous end-to-end resolution of complex merchant queries
• Own the product roadmap: procedure design, action integrations, escalation logic, knowledge-base quality, and channel expansion (chat, email, API)
• Build the business case for AI investment and present results to senior leadership and the board
• Explore, understand, contextualize and prioritize new areas of work to automate and features to implement as the Fin and broader AI toolset for Support matures and advances
• Resolution Rate & Quality
• Drive true resolution rate (not deflection) as the primary north-star metric, tracking reopen rates, CSAT, first-contact resolution and human agent experience in parallel
• Design and own a continuous improvement flywheel: conversation review, failure taxonomy, procedure updates, gold standard definition, evals approach, simulation testing, and re-deployment
• Set quality standards appropriate for a regulated payments environment, ensuring every resolution is auditable and compliant and offers a highly merchant-centric and customizable support experience vs. one size fits all
• Team Leadership
• Build and lead a small, high-impact team of AI Support Specialists, Conversation Designers and build AI content expertise and a scalable process for continuous improvement and real-time feedback
• Foster a culture of experimentation: run structured A/B tests on prompts, procedures, and escalation thresholds
• kill what doesn't work fast. Find ways to experiment and innovate in a compliance-focused global merchant-serving environment
• Serve as the internal expert and advocate for AI support capability, educating stakeholders across Support, Legal, Compliance, and Product
• Build successful business cases for extensive AI investment and deployment
• Cross-functional Execution
• Partner with Adyen's support engineers to identify high-volume, automatable query categories and convert them into Fin procedures that achieve high resolution rates
• Collaborate with Engineering and Data Science to integrate Adyen's internal tooling, APIs, and knowledge systems into Fin's action layer
• Focus on delivering on agentic AI for support that makes decisions within defined guardrails, and complete multi-step work across systems, and delivers end to end case resolution that feels targeted and effortless to merchants
• Coordinate with Fin.ai on product roadmap alignment, beta features, and escalation of platform issues
• Governance & Risk
• Ensure Fin.ai operates within Adyen's global compliance framework — PCI-DSS, GDPR, financial services regulations — with full audit trails on every autonomous action
• Define and maintain guardrails for sensitive query types (disputes, fraud, regulatory) where human review remains mandatory
• Build compliance into the automation strategy and leave flexibility for an evolving global regulatory environment
• This is Adyen

Требования

• 7+ years in product management, support operations, or AI/automation leadership, with at least 2 years owning an AI or conversational AI fully agentic product in production
• Demonstrated track record of improving resolution rates for a large-scale support operation
• Experience in a regulated industry — fintech, payments, banking, or comparable — with a working understanding of compliance constraints on AI systems
• Proven ability to build and lead small, high-performing teams in ambiguous, fast-moving environments
• Strong data fluency: comfortable owning a KPI dashboard, running cohort analyses, and making prioritisation decisions from conversation-level data
• Hands-on experience with Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, Sierra, or comparable agentic support platforms
• Familiarity with payment processing, acquiring, or merchant support at scale
• Experience designing or operating within a CSAT-protected AI rollout — where high quality and automation are treated as co-equal goals
• Exposure to LLM-based tooling, prompt engineering, or retrieval-augmented generation (RAG) in an operational context
• Why Adyen?
• This is a rare opportunity to step into a senior leadership role at a global fintech company at a pivotal point in its growth journey
• You’ll lead a strong team that’s ready for its next evolution—and help define what best-in-class technical support looks like for the Americas region
• You’ll have exposure to global strategy, world-class customers, and the chance to shape how support scales across one of Adyen’s most important markets
• Our Diversity, Equity and Inclusion commitments
• Our unique approach is a product of our diverse perspectives
• This diversity of backgrounds and cultures is essential in helping us maintain our momentum
• Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours
• No matter who you are or where you’re from, we welcome you to be your true self at Adyen
• Does this sound like you?
• If so, Adyen encourages you to reconsider and apply
• We look forward to your application!
• What’s next?
• Ensuring a smooth and enjoyable candidate experience is critical for us
• We aim to get back to you regarding your application within 5 business days
• Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role

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