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Adyen is seeking a Head of AI Support Product to lead the deployment and scaling of Fin.ai, an AI support agent designed to resolve merchant and partner queries at scale while freeing support engineers to focus on complex, high-value challenges. This is a zero-to-scale leadership role with full ownership of product strategy, operations, team, data, and outcomes.
You will define and execute a multi-year vision for Fin.ai at Adyen, from pilot to autonomous end-to-end resolution of complex merchant queries. Key responsibilities include owning the product roadmap (procedure design, action integrations, escalation logic, knowledge-base quality, channel expansion), building business cases for AI investment, and presenting results to senior leadership and the board.
You will drive true resolution rate as the primary north-star metric, tracking reopen rates, CSAT, first-contact resolution, and human agent experience. You'll design and own a continuous improvement flywheel encompassing conversation review, failure taxonomy, procedure updates, gold standard definition, evaluation approaches, simulation testing, and re-deployment. You must set quality standards appropriate for a regulated payments environment, ensuring every resolution is auditable, compliant, and offers a merchant-centric, customizable support experience.
You will build and lead a small, high-impact team of AI Support Specialists and Conversation Designers, fostering a culture of experimentation through structured A/B testing on prompts, procedures, and escalation thresholds. You'll serve as the internal expert and advocate for AI support capability, educating stakeholders across Support, Legal, Compliance, and Product.
Cross-functional execution is critical: partner with support engineers to identify automatable query categories, collaborate with Engineering and Data Science to integrate Adyen's internal tooling and APIs into Fin's action layer, and coordinate with Fin.ai on product roadmap alignment. You must ensure Fin.ai operates within Adyen's global compliance framework (PCI-DSS, GDPR, financial services regulations) with full audit trails, defining guardrails for sensitive query types where human review remains mandatory.
You report to the VP of Support and work closely with Product and Engineering to continuously push the ceiling on what Fin.ai can resolve autonomously.
