Head of AI Support Product

Adyen
Amsterdam
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningExperience: 7+ yearsSkills: ["Leadership","Experimentation","Cross-functional collaboration","Data fluency","Compliance mindset"]

Own Fin.ai end-to-end as the AI support product and operational leader, taking it from launch to best-in-class resolution rates across support channels. Define the multi-year roadmap (procedures, action integrations, escalation logic, knowledge quality, and channel expansion) and lead continuous improvement using conversation review, failure taxonomy, evals, and re-deployment. Build and lead a small team, partner cross-functionally with Engineering and Data Science, and ensure compliant operations in regulated payments environments.

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FursaFursa
Adyen
Adyen
4 days ago

Head of AI Support Product

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own Fin.ai end-to-end as the AI support product and operational leader, taking it from launch to best-in-class resolution rates across support channels. Define the multi-year roadmap (procedures, action integrations, escalation logic, knowledge quality, and channel expansion) and lead continuous improvement using conversation review, failure taxonomy, evals, and re-deployment. Build and lead a small team, partner cross-functionally with Engineering and Data Science, and ensure compliant operations in regulated payments environments.
Location: Amsterdam
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Define and execute the multi-year vision and product roadmap for Fin.ai, including procedure design, action integrations, escalation logic, knowledge-base quality, and channel expansion (chat, email, API).
  • •Drive resolution rate and quality as the primary north-star metric through continuous improvement (conversation review, failure taxonomy, gold standard definition, evals, simulation testing, and re-deployment).
  • •Build and lead a small team of AI Support Specialists and Conversation Designers, fostering experimentation via structured A/B tests on prompts, procedures, and escalation thresholds.
  • •Partner with support engineers, Engineering, and Data Science to convert automatable query categories into Fin procedures and integrate internal tooling, APIs, and knowledge systems into Fin’s action layer for end-to-end case resolution.
  • •Ensure governance and risk controls: operate within global compliance frameworks with audit trails for autonomous actions, and set guardrails for sensitive query types requiring human review.

Key Requirements

  • •7+ years in product management, support operations, or AI/automation leadership, including at least 2 years owning an AI or conversational AI fully agentic product in production.
  • •Proven track record improving resolution rates for a large-scale support operation.
  • •Experience in a regulated industry (e.g., fintech, payments, banking) with understanding of compliance constraints on AI systems.
  • •Ability to build and lead small, high-performing teams in ambiguous, fast-moving environments.
  • •Hands-on experience with agentic support platforms such as Fin.ai, Zendesk AI, Salesforce Agentforce, Decagon, or Sierra, plus familiarity with payment processing and LLM tooling (prompt engineering or RAG).
Experience:7+ yearsFintechPaymentsBankingAI automationConversational AIAgentic supportRegulated industry
Skills:LeadershipExperimentationCross-functional collaborationData fluencyCompliance mindset
Languages:English
Tech Stack:Fin.aiZendesk AISalesforce AgentforceDecagonSierraLLM-based toolingPrompt engineeringRetrieval-augmented generation (RAG)APIsKnowledge basePCI-DSSGDPRA/B testingKPI dashboards

Company Brief

Adyen
Global payments company providing a unified platform for accepting payments, risk management, and financial services to merchants and enterprises across online, mobile, and in-store channels.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 2006
WebsiteLinkedIn