Technical Project Manager, Support

1 Month ago • 5 Years + • Customer Service

Job Summary

Job Description

The Technical Project Manager, Support at Adyen will lead the strategy, development, and optimization of the global Support tech stack. This role involves becoming a subject matter expert on internal tooling, driving automation and AI adoption, and ensuring system reliability. Responsibilities include gathering product requirements, guiding tech roadmap planning, mitigating risks, and managing vendor relationships to empower Support Engineers with efficient tools for excellent merchant experiences.
Must have:
  • Lead 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.
  • 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.
  • Align large cross-team projects by guiding annual and quarterly planning processes.
  • Use your understanding of software development processes to identify dependencies and blockers, mitigating risks.
  • Lead User Acceptance Testing to ensure that new tools and enhancements are fit for purpose.
  • Communicate developments, updates, project health, and problems to stakeholders.
  • Support seamless change management for each infrastructure/system change affecting the Support team.
  • Identify workflows and processes that are holding us back from fully leveraging our tech stack.
  • Lead technology vendor selection and renewal processes.

Job Details

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.

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.

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.

Similar Jobs

Hawkeye Innovations - Programme Manager

Hawkeye Innovations

Basingstoke, England, United Kingdom (On-Site)
5 Months ago
WebTech Corporation - Technical Project Manager

WebTech Corporation

Cedar Rapids, Iowa, United States (On-Site)
2 Months ago
GoTo Group - Senior Sales Executive

GoTo Group

Jakarta, Indonesia (On-Site)
1 Month ago
Sprinkler - Sr. Technical Success Manager - Core

Sprinkler

United States (Remote)
3 Months ago
SoftSwiss - Internal Tax Adviser - Senior

SoftSwiss

Poznań, Greater Poland Voivodeship, Poland (Remote)
3 Months ago
NielsenIQ - Junior Customer Success Specialist

NielsenIQ

Almaty, Almaty Region, Kazakhstan (On-Site)
2 Months ago
Simcorp - Asset Management Senior Customer Support Consultant

Simcorp

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Month ago
Tesla - Customer Experience Specialist, Home Delivery

Tesla

Southampton, England, United Kingdom (On-Site)
6 Months ago
Neolytix - Medical Billing Manager | Customer Success

Neolytix

Chicago, Illinois, United States (On-Site)
1 Month ago
Balbix - Customer Success Manager

Balbix

Bengaluru, Karnataka, India (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

VeVe - Copywriter

VeVe

(Remote)
1 Month ago
CookUnity - Senior Facilities Manager

CookUnity

New York, United States (On-Site)
1 Month ago
Sierra - Software Engineer, Security

Sierra

San Francisco, California, United States (On-Site)
4 Months ago
Tide - Lead Product Manager - Card Payments

Tide

Serbia (Hybrid)
2 Months ago
Unity - Director, Compensation Programs & Strategy

Unity

Canada (Remote)
1 Month ago
Nice - AI Product Manager

Nice

Hoboken, New Jersey, United States (Hybrid)
1 Month ago
Beta Craft - Python Developer

Beta Craft

Pune, Maharashtra, India (Remote)
8 Months ago
Minecast - Sr. Manager, Marketing Analytics

Minecast

Lexington, Massachusetts, United States (On-Site)
1 Month ago
Marvell - Senior Principal Engineer - AI/Firmware Engineer

Marvell

Santa Clara, California, United States (On-Site)
1 Year ago
Unity - Senior Software Developer, Quality

Unity

Montreal, Quebec, Canada (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Amsterdam, North Holland, Netherlands

Tesla - Sustainability / Energy Management Operations Specialist – Energy

Tesla

North Holland, Netherlands (On-Site)
6 Months ago
Wolters Kluwer - Lead CX/UX Research Consultant (Dutch-speaking)

Wolters Kluwer

Alphen Aan Den Rijn, South Holland, Netherlands (Hybrid)
1 Month ago
Mattel Inc - Associate Manager, Consumer Products Hardlines

Mattel Inc

Amstelveen, North Holland, Netherlands (On-Site)
2 Months ago
Tesla - Sales Programs Analyst

Tesla

North Holland, Netherlands (On-Site)
6 Months ago
Tesla - Market Manager, Financial Services EMEA

Tesla

North Holland, Netherlands (On-Site)
6 Months ago
Tesla - Data Analytics Internship

Tesla

North Brabant, Netherlands (On-Site)
6 Months ago
Adyen - Engineering Manager - Test Enablement

Adyen

Amsterdam, North Holland, Netherlands (On-Site)
1 Month ago
Visa - Digital Product Market Lead Netherlands

Visa

Amsterdam, North Holland, Netherlands (Hybrid)
1 Month ago
Devoteam - Functional Administrator

Devoteam

Amsterdam, North Holland, Netherlands (On-Site)
1 Month ago
Beyond Sports - Unreal Engine Intern

Beyond Sports

Alkmaar, North Holland, Netherlands (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Open Systems Technologies - Customer Service - Self Storage Manager

Open Systems Technologies

Castro Valley, California, United States (On-Site)
1 Month ago
Demandbase - Customer Success Manager (Mid-Market)

Demandbase

United States (Remote)
1 Month ago
Whatnot - Customer Experience Team Lead (Night Shift)

Whatnot

Phoenix, Arizona, United States (On-Site)
3 Months ago
Tesla - Deskside Support Technician

Tesla

North Holland, Netherlands (On-Site)
6 Months ago
Grab - Senior Application Support Specialist

Grab

Pasig, Metro Manila, Philippines (On-Site)
2 Months ago
Tesla - Customer Support Supervisor

Tesla

Berlin, Berlin, Germany (On-Site)
6 Months ago
Far Out Scout - Project Manager (Customer Support)

Far Out Scout

Philippines (Remote)
3 Months ago
Growe - Customer Support Representative

Growe

Bogota, Colombia (On-Site)
3 Months ago
Trek - Customer Care Executive

Trek

Haryana, India (On-Site)
6 Months ago
Saviynt - Identity Security - Senior Customer Success Manager - French Speaking

Saviynt

United Kingdom (Remote)
9 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Adyen is a technology company that provides a single platform to accept payments anywhere in the world through any sales channel. Driven by a vision to improve customer experience, streamline processes, and ultimately increase revenue, Adyen enables businesses to process payments across online, mobile, and Point-of-Sale (POS) with over 250 payment methods in 187 transaction currencies. Over 3,500 businesses use the Adyen payment platform, including Facebook, Airbnb, Spotify, Groupon, Evernote, Booking.com, Yelp, Vodafone, Mango, Abercrombie & Fitch, O’Neill, and KLM. Adyen is headquartered in Amsterdam, with offices in San Francisco, São Paulo, Singapore, London, Paris, Berlin, Stockholm, Madrid, and Boston.


Paris, Île-de-France, France (Hybrid)

Paris, Île-de-France, France (Hybrid)

Toronto, Ontario, Canada (On-Site)

Chicago, Illinois, United States (Hybrid)

Berlin, Berlin, Germany (Hybrid)

Singapore (Hybrid)

Tokyo, Japan (Hybrid)

Amsterdam, North Holland, Netherlands (On-Site)

Shanghai, China (On-Site)

Amsterdam, North Holland, Netherlands (On-Site)

View All Jobs

Get notified when new jobs are added by Adyen

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug