Head of AI Support Product

About the role

Adyen is integrating Fin.ai as its primary support agent to automate merchant and partner queries at scale. This leadership role focuses on managing the product and operational deployment of Fin.ai to achieve industry-leading resolution rates. You will own the roadmap, team, and data strategy to transition support operations toward autonomous, high-value outcomes.

Key facts

What you'll do

• Define and execute the multi-year vision for Fin.ai, moving from pilot to end-to-end autonomous resolution.
• Own the product roadmap, including procedure design, action integrations, escalation logic, and channel expansion across chat, email, and API.
• Present business cases for AI investment to senior leadership and the board.
• Prioritize new automation areas and feature sets as the AI toolset matures.
• Track resolution rates as the primary metric, while monitoring CSAT, reopen rates, and first-contact resolution.
• Build a continuous improvement loop involving conversation reviews, failure taxonomy, and simulation testing.
• Ensure all AI resolutions meet strict regulatory, audit, and compliance standards for the payments industry.
• Recruit and manage a team of AI Support Specialists and Conversation Designers.
• Conduct A/B testing on prompts and procedures to optimize performance.
• Collaborate with Engineering and Data Science to integrate internal APIs and knowledge systems for agentic support.
• Coordinate with Fin.ai on platform roadmap and beta feature alignment.

Requirements

• 7+ years of experience in product management, support operations, or AI/automation leadership.
• 2+ years of experience managing an AI or conversational AI agentic product in production.
• Proven success improving resolution rates in large-scale support operations.
• Experience working in regulated industries such as fintech, banking, or payments.
• Ability to build and lead high-performing teams in fast-paced environments.
• Strong data fluency with experience managing KPI dashboards and cohort analyses.
• Hands-on experience with Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, Sierra, or similar platforms.
• Familiarity with payment processing, acquiring, or merchant support.
• Experience with LLM-based tooling, prompt engineering, or RAG in an operational setting.

Skills & tools

• Fin.ai
• Zendesk AI
• Salesforce Agentforce
• Decagon
• Sierra
• LLM/RAG
• Prompt Engineering
• Data analysis (KPIs, cohort analysis)
• Compliance frameworks (PCI-DSS, GDPR)

Practical notes

• Adyen is an office-first company and does not offer remote-only roles.
• The application process typically takes 4 weeks.
• The company aims to provide a response to applications within 5 business days.