Supportability Program Manager

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.

Supportability Program Manager

As a Supportability Program Manager, you will play a pivotal role in scaling our India Support team. You will provide technical leadership, coaching, and process optimization to ensure high-quality support delivery, technical excellence, and professional growth. Your role will also bridge the gap between Support and Product teams, driving automation and efficiency while aligning India’s operations with the global organization.

In addition, you will help navigate regulatory constraints, promote autonomy within the India team, and establish best practices for operational success. You will also contribute to defining and driving the strategic direction of operations and support in India, ensuring alignment with broader company goals.

What you’ll do

• Identify opportunities for automation and advocate for product changes that reduce manual support workload and enhance scalability.
• Develop and enforce SOPs to build a resilient and scalable support team.
• Act as a technical mentor for Support Engineers, setting direction, resolving escalations, and fostering technical excellence.
• Guide and coach team members in developing technical skills to deliver high-quality support.
• Be the highest point of escalation for technical issues
• Demonstrate deep expertise in our Products.
• Act as the main point of contact for Solution/Stream planning, fostering a closer relationship with Product teams.
• Ensure effective collaboration with APAC Team Leads, addressing country-specific nuances and aligning workloads.
• Represent India’s unique regulatory and operational needs within the global organization.
• Bridge gaps between the India operations team and global stakeholders, ensuring India is fully integrated into the company’s broader strategy.
• Help define and drive the strategic direction of operations and support in India, ensuring alignment with global business objectives.
• Support the India team in becoming more autonomous, enabling independent decision-making and problem-solving.
• Identify gaps and inefficiencies in the existing setup and drive continuous improvement initiatives.
• Assist in workforce planning, hiring, and building a strong technical team.
• Help navigate and implement regulatory constraints impacting India operations.

Who you are

• Strong technical background with atleast 7-10 years experience in Support Engineering, Technical Leadership, or Program Management.
• Ability to balance global objectives with regional needs, especially within the APAC region.
• Experience in automation, process optimization, and regulatory compliance.
• Proven ability to work cross-functionally and drive strategic initiatives.
• Leadership qualities that complement the Ops Site Lead role, contributing to long-term operational growth.

This role is critical in shaping the future of our India operations and ensuring that it seamlessly integrates into our global ecosystem while driving technical excellence, support innovation, and operational strategy.

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 Bengaluru office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.