This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. 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.

About the Role
Adyen’s Customer Support team operates globally, with over 200 Support Engineers across ten regions. As our business grows, we face increasingly complex operational priorities and infrastructure needs. This role is critical to scaling our support capabilities while maintaining exceptional service quality. You will lead the team responsible for driving key projects and managing our internal tooling ecosystem. Your work will have a direct impact on how we empower our support teams worldwide to operate effectively, innovate continuously, and meet the needs of both customers and Support team members in every market.

What You’ll Do

• Lead and mentor a high-performing team of Technical Project Managers and Infrastructure Managers.
• Oversee and evolve the Support Governance process for intake, prioritization, and tracking of projects and tooling initiatives.
• Conduct team capacity planning to meet objectives across regions and time zones.
• Guide requirements gathering, project planning, and execution of large-scale improvements.
• Communicate priorities, trade-offs, risks, and progress to leadership and regional stakeholders.
• Define and measure KPIs to assess project outcomes and inform strategic decisions.
• Champion consistent adoption of change management practices and continuous improvement initiatives.
• Identify and deliver opportunities to automate and simplify support processes at scale.
• Ensure system reliability and continuous optimization of tools, processes, and workflows.
• Build strong relationships across global teams to ensure regional needs are understood and represented.

Who You Are

• 5+ years of experience in project management, infrastructure management, or support operations leadership, including 3+ years managing project-focused teams.
• Experience leading or supporting complex tooling strategies, including automation and AI solutions.
• Skilled at motivating teams and stakeholders to drive adoption of new processes and systems.
• Confident managing projects and relationships across global regions and multiple time zones.
• Strong communication and influencing skills with the ability to tailor messaging to diverse audiences.
• A continuous improvement mindset, with the ability to balance competing priorities and drive alignment.

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.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. 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. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.