Chief AI Support Product Lead for Fin.ai

Adyen; Amsterdam; On-site; EUR 140,000 - 190,000; Full time

Job summary

Adyen seeks a senior leader to own Fin.ai, the AI-powered support platform, responsible for strategy, roadmap and scale across global merchant queries. You will collaborate with Support, Product, and Engineering to improve resolution rates while ensuring compliance in a regulated payments environment.

You will build and lead a small, high-impact team of AI Support Specialists and designers, drive governance and cross-functional execution, and champion responsible AI deployments with measurable

Qualifications

• 7+ years in product management or AI/automation leadership leading large-scale initiatives.

Responsibilities

• Define and execute the multi-year vision for Fin.ai at Adyen, from pilot to autonomous end-to-end resolution of complex merchant queries.
• Own the product roadmap: procedure design, action integrations, escalation logic, knowledge-base quality, and channel expansion (chat, email, API).
• Build the business case for AI investment and present results to senior leadership and the board.
• Drive true resolution rate as the north-star metric, tracking CSAT and first-contact resolution.
• Design and own a continuous improvement flywheel: reviews, taxonomy, updates, evals and redeployment.

Skills

Product management

AI/automation leadership

Data fluency

Team leadership

Tools

Zendesk AI

Salesforce Agentforce

Decagon

Sierra

Job description

Adyen seeks a senior leader to own Fin.ai, the AI-powered support platform, responsible for strategy, roadmap and scale across global merchant queries. You will collaborate with Support, Product, and Engineering to improve resolution rates while ensuring compliance in a regulated payments environment.

You will build and lead a small, high-impact team of AI Support Specialists and designers, drive governance and cross-functional execution, and champion responsible AI deployments with measurable