Senior Project Manager - Technical & Customer Support

Adyen N.V.

Job Overview

Location

Amsterdam

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Project Manager at Adyen, you will be instrumental in driving significant transformation initiatives within our global Customer Support organization, a critical function serving industry-leading clients like Meta, Uber, H&M, and Microsoft.
• This role is pivotal in enhancing our operational efficiency, refining our tooling, and ensuring the scalability of our support functions as Adyen continues its rapid global expansion.
• You will lead complex, cross-functional projects that aim to improve processes, implement new technologies, and optimize organizational structures within the Support division.
• Your responsibilities will include the full project lifecycle, from initial planning and scope definition to execution, monitoring, and successful delivery, ensuring alignment with Adyen's overarching business objectives and strategic priorities.
• A key aspect of this role involves strengthening the governance and delivery excellence of our project portfolio, ensuring consistency, visibility, and robust execution across multiple ongoing initiatives.
• You will collaborate closely with a diverse range of stakeholders, including Support leadership, Product Management, Engineering, Infrastructure teams, Workforce Management, Learning & Development, and regional operational teams, to ensure seamless integration and successful outcomes.
• The role requires a proactive approach to identifying and mitigating risks, managing dependencies, and escalating challenges to ensure project timelines and objectives are met.
• You will be responsible for defining key performance indicators (KPIs) and success metrics for your projects, using data-driven insights to inform continuous improvement and strategic decision-making.
• Facilitating structured change management processes and enablement activities will be crucial to ensure the successful adoption of new tools, processes, and operating models by the global Support teams.
• You will contribute to the strategic direction of the Support organization by translating high-level business logic and identifying pain points from support teams into structured technical roadmaps and actionable project plans.
• This includes ensuring that software enhancements and tooling changes directly address operational bottlenecks and integration gaps, particularly concerning telephony and CRM systems.
• You will play a vital role in bridging the gap between operational needs and technical solutions, acting as the primary liaison between the Support organization and Engineering teams.
• The position demands a strong understanding of various project management methodologies, including Agile, Lean, and traditional approaches, and the ability to apply them effectively to diverse project types.
• You will be expected to provide portfolio visibility and establish execution structures using established PMO governance frameworks and delivery standards.
• This includes supporting portfolio intake, prioritization processes, and coordinating cross-project dependencies in alignment with PMO guidelines.
• You will also be responsible for facilitating portfolio-level reporting and providing delivery insights to leadership, adhering to defined PMO reporting standards.
• Ensuring the consistent application of PMO methodologies, templates, and governance practices across all assigned initiatives will be a core responsibility.
• Providing valuable execution feedback and practical insights to PMO leadership will help drive continuous improvement in governance and delivery processes.
• You will also support the onboarding and guidance of project teams on adopting established PMO ways of working, fostering a culture of consistent project execution.
• The role requires comfort in navigating ambiguity, translating loosely defined goals into structured execution plans, and maintaining delivery momentum in rapidly evolving environments.
• Strong stakeholder management skills are essential, with the ability to influence, align, and build consensus among senior leadership and cross-functional teams across different regions and time zones.
• Building trust and fostering alignment across global teams through highly collaborative efforts will be key to success.
• Ultimately, your work will directly influence the operational excellence of Adyen's global Support function and its capacity to scale effectively to meet future customer demands, ensuring Adyen remains the financial technology platform of choice.

🎯 Requirements

• 8+ years of experience managing complex cross-functional projects, preferably within fast-paced or scaling global organizations.
• Demonstrated experience leading strategic operational, tooling, or customer support transformation initiatives, including those with technical complexity such as system integrations, platform migrations, or automation.
• Experience supporting or contributing to portfolio or program governance frameworks is strongly preferred.
• Strong knowledge of project management methodologies (Agile, Lean, traditional) and experience with customer support or CRM platforms (e.g., Salesforce, with Salesforce experience being a significant advantage).

🏖️ Benefits

• Opportunity to work with a leading global financial technology company serving major international clients.
• Be part of a dynamic and rapidly scaling organization with significant opportunities for career growth and development.
• Collaborative and inclusive work environment that values diverse perspectives and encourages employees to be their true selves.
• Competitive compensation and benefits package (details not specified in the advert, but implied by company stature).

Skills & Technologies

Senior

Remote

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Adyen N.V.

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About Adyen N.V.

Adyen N.V. is a Dutch payment technology company providing an end-to-end platform that processes card, digital wallet, bank transfer and point-of-sale transactions for online and in-store merchants worldwide. The unified platform handles acquiring, risk management, issuing and settlement, offering real-time data analytics and global acquiring licenses. Founded in 2006 and headquartered in Amsterdam, the company serves enterprise clients including Uber, Spotify and Microsoft.

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