Strategy & Program Manager, Scaled Account Management
Job description
About the role
This position focuses on inventing and scaling Adyen's one-to-many account management model for global Pool teams. The hire will design automated, low-touch, and self-service solutions that allow account managers to serve multiple merchants efficiently. They will leverage design thinking and AI integration to solve complex operational problems at scale. The role requires a strategic partner who champions the voice of pooled account managers within cross-functional teams and owns the end-to-end lifecycle of program development from concept to global adoption. Success is measured by turning complex processes into intuitive, scalable workflows that drive ethical growth for both merchants and internal stakeholders.
What you'll do
Drive innovation in scaled account management by designing automated workflows that reduce manual overhead for pooled teams.
Apply design thinking frameworks to map end-to-end merchant journeys and identify opportunities for AI and automation integration.
Develop global programs for the Pool Operating model, ensuring solutions are practical, reusable, and ready for enterprise-wide adoption.
Act as the central advocate for pooled account managers, translating their operational challenges into actionable product requirements.
Collaborate with the global pool leadership team to align initiatives with commercial strategy and cross-functional priorities.
Analyze complex data sets to measure program performance, using insights to refine processes and prove impact on merchant outcomes.
Design and optimize systems and processes that empower account managers with self-service tools and real-time insights.
Lead cross-functional projects that require coordination across product, engineering, and operations stakeholders.
Ensure all solutions adhere to Adyen's standards for ethics, scalability, and user-centric design.
Champion a culture of experimentation, documenting learnings and scaling successful pilots into core operating models.
Partner with technology teams to configure CRM and workflow tools such as Salesforce to support scalable account workflows.
Own the documentation and change management processes to ensure smooth adoption across regions and teams.
Requirements
Bring 5-7 years of experience in client-facing and business operations roles such as Account Management, Sales Operations, or Business Development.
Demonstrate a proven track record in scaled or pooled customer segments where one-to-many relationships are central.
Showcase strong program or project management experience, leading complex cross-functional initiatives from concept to execution and adoption.
Apply a deep understanding of design thinking principles to solve business problems, especially in systems and process design.
Have hands-on experience designing with and implementing AI, automation, and CRM tools like Salesforce or similar platforms.
Exhibit excellence in analytical and data-driven decision-making, with the ability to translate data into actionable insights.
Display exceptional communication and senior stakeholder management skills to influence decision-making across teams.
Maintain a resilient and adaptable mindset, thriving in fast-paced environments while maintaining a long-term strategic perspective.
About the role
This role is responsible for inventing and scaling the one-to-many account management model for Adyen's global Pool teams. The hire will design automated, low-touch solutions that enable account managers to serve multiple merchants efficiently. They will leverage design thinking and AI integration to solve complex operational problems at scale. The position requires a strategic partner who champions the voice of the pooled account manager within cross-functional teams. They will own the end-to-end lifecycle of program development from concept to global adoption. Success is measured by the ability to turn complex processes into intuitive, scalable workflows. The role demands empathy for both merchants and internal stakeholders to drive ethical growth.
Key facts
What you'll do
Drive innovation in scaled account management by designing automated workflows that reduce manual overhead for pooled teams.
Apply design thinking frameworks to map end-to-end merchant journeys and identify opportunities for AI and automation integration.
Develop global programs for the Pool Operating model, ensuring solutions are practical, reusable, and ready for enterprise-wide adoption.
Act as the central advocate for pooled account managers, translating their operational challenges into actionable product requirements.
Collaborate with the global pool leadership team to align initiatives with commercial strategy and cross-functional priorities.
Analyze complex data sets to measure program performance, using insights to refine processes and prove impact on merchant outcomes.
Design and optimize systems and processes that empower account managers with self-service tools and real-time insights.
Lead cross-functional projects that require coordination across product, engineering, and operations stakeholders.
Ensure all solutions adhere to Adyen's standards for ethics, scalability, and user-centric design.
Champion a culture of experimentation, documenting learnings and scaling successful pilots into core operating models.
Partner with technology teams to configure CRM and workflow tools such as Salesforce to support scalable account workflows.
Own the documentation and change management processes to ensure smooth adoption across regions and teams.
Requirements
Bring 5-7 years of experience in client-facing and business operations roles such as Account Management, Sales Operations, or Business Development.
Demonstrate a proven track record in scaled or pooled customer segments where one-to-many relationships are central.
Showcase strong program or project management experience, leading complex cross-functional initiatives from concept to execution and adoption.
Apply a deep understanding of design thinking principles to solve business problems, especially in systems and process design.
Have hands-on experience designing with and implementing AI, automation, and CRM tools like Salesforce or similar platforms.
Exhibit excellence in analytical and data-driven decision-making, with the ability to translate data into actionable insights.
Display exceptional communication and senior stakeholder management skills to influence decision-making across teams.
Maintain a resilient and adaptable mindset, thriving in fast-paced environments while maintaining a long-term strategic perspective.
Nice to have
Only items specified in the source are included under Nice to have. The source does not contain any preferred qualifications, skills, or experiences labeled as nice to have. Therefore, this section is omitted.
Practical notes
The engagement is Full-time, based in Amsterdam. No specific hours, travel requirements, visa details, or application deadlines are provided in the source document. Candidates should be prepared for potential global collaboration across regions.