Head of AI Support Product
Adyen is a financial technology company providing a unified platform for payments, data, and financial products. It serves global enterprises, retailers, platforms, marketplaces, and other high-growth businesses.
Projects
About Adyen
Adyen provides payment processing and financial technology services through a single platform. Its offerings include online and in-person payments, payment methods, risk management, authentication, revenue optimization, issuing, payouts, liquidity management, embedded accounts, and capital. Adyen typically serves global enterprises, retailers, SaaS platforms, marketplaces, and other high-growth businesses.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You own the product and operational evolution of Fin.ai, taking it from launch to industry-leading resolution rates across support channels. You define the roadmap, lead an AI support team, improve quality through testing and analysis, partner with engineering and support, and ensure compliant autonomous actions.
Requirements
- 7+ years in product management, support operations, or AI/automation leadership
- At least 2 years owning an AI or conversational AI agentic product in production
- Track record of improving resolution rates for large-scale support operations
- Experience in fintech, payments, banking, or another regulated industry
- Experience building and leading small teams
- Strong data fluency, including KPI dashboards and cohort analysis
- Hands-on experience with Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, Sierra, or comparable platforms
- Familiarity with payment processing, acquiring, or merchant support at scale
- Exposure to LLM tooling, prompt engineering, or retrieval-augmented generation
Responsibilities
- Define and execute the multi-year vision for Fin.ai
- Own the product roadmap and channel expansion
- Build business cases for AI investment
- Drive resolution rates and monitor support quality metrics
- Design continuous improvement processes for conversations and procedures
- Set quality standards for compliant, auditable resolutions
- Build and lead an AI Support team
- Run structured tests on prompts, procedures, and escalation thresholds
- Partner with support engineers to automate query categories
- Integrate internal tools, APIs, and knowledge systems into Fin’s action layer
- Maintain guardrails for sensitive queries