Head of AI Support Product

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Facebook, 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 can 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. 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. You will be the product and operational owner of Fin.ai at Adyen responsible for taking our deployment from launch to best-in-class resolution rates across all support channels. You will own the roadmap, the team, the data, and ultimately the outcomes. Fin.ai currently handles AI-assisted support for thousands of enterprise customers globally. At Adyen's scale and complexity, hitting industry-leading resolution rates demands deep domain knowledge, relentless iteration, and a leader who can bridge the gap between AI capability and real-world support operations. You will report to the VP of Support and work closely with Product and Engineering to continuously push the ceiling on what Fin.ai can resolve autonomously. What You’ll Do 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.

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