Technical Program Manager

The technical landscape within Adyen’s Support organization is complex and ever-changing. With over 200 Support Engineers across 10+ global regions, our teams operate within diverse and evolving technical, cultural, and operational environments. To enable this distributed workforce at scale, we need reliable, efficient, and forward-looking infrastructure that supports how we work today—and how we’ll grow tomorrow. We’re looking for a Support Infrastructure Manager (Technical Project Manager) to lead the strategy, development, and optimization of our global Support tech stack.

In this role, you’ll become the subject matter expert on Support’s internal tooling, taking ownership of large-scale, cross-functional initiatives that drive automation, AI adoption, and continuous system improvement. You’ll serve as the key point of contact for all Support tooling—working closely with stakeholders across product, engineering, and operations to ensure tools are aligned with business needs, technically sound, and effectively adopted by our global team. From gathering product requirements to guiding tech roadmap planning, mitigating risks, and supporting vendor relationships, your work will be essential in ensuring every Support Engineer has the tools they need to operate efficiently and deliver excellent merchant experiences at scale.

What You’ll Do

• Become the subject matter expert on Support’s global business processes and technology platforms, leading efforts to define and drive our tooling and technology strategy, inclusive of automation and AI.
• Act as the go-to point of contact for all tools-related initiatives and maintenance, ensuring ongoing system reliability, optimization, and adoption.
• Increase the productivity of the Support team by owning and executing our short and long term strategies for automation and AI.
• Gather and document technical product requirements, ensuring our technology partners clearly understand the needs of our growing Support team.
• Align large cross-team projects by guiding annual and quarterly planning processes, ensuring tech roadmaps are prioritized appropriately and that all teams are aligned on product requirements.
• Use your understanding of software development processes to identify dependencies and blockers, mitigating risks as they arise.
• Lead User Acceptance Testing to ensure that new tools and enhancements are fit for purpose and function as intended.
• Communicate developments, updates, project health, and problems to stakeholders, including senior leadership.
• Support seamless change management for each infrastructure/system change affecting the Support team – ensuring no detail is left out and all impacts are accounted for.
• Identify workflows and processes that are holding us back from fully leveraging our tech stack, guiding and influencing stakeholders to adopt new ways of working.
• Lead technology vendor selection and renewal processes, curating a best-in-class suite of third-party partners.

Who You Are

• 5+ years of experience leading complex technical projects and system implementations, preferably in an Operations or Support environment
• Deep technical expertise with Salesforce ServiceCloud, including its customization and integration capabilities. Please note that this experience is an essential requirement for the role.
• Extensive experience documenting and translating business needs to technical requirements (i.e. writing Product Requirements Documents)
• Experience implementing Machine Learning/AI solutions in a customer facing environment
• The ability to influence stakeholders across Support to adopt new tools and evolve ways of working to fully leverage our technology stack.
• The ability to collaborate with diverse stakeholders across cultures, regions, and timezones.
• Strong prioritization skills, managing trade-offs while running multiple projects given specific constraints, often with competing priorities.
• Excellent soft skills, catered towards a variety of stakeholder functions. You're able to clearly and concisely communicate an idea and its impact.

Internally, the role is being called Technical Project Manager, Support