Project Manager - Customer Support

Adyen is hiring a Project Manager - Customer Support to help shape the future of our support operations.

Adyen’s Customer Support team spans the globe, with over 250 Support Engineers across ten regions. We’re seeking an experienced Project Manager to lead high-impact projects that streamline processes, drive operational efficiency, and strengthen our global support capabilities. Working closely with cross-functional teams, you will ensure that OKR-level initiatives are delivered on time, risks are anticipated, and outcomes align with long-term business objectives. Your strategic contributions will directly influence how our support teams operate worldwide and enhance the service we deliver to our customers.

What You’ll Do

• Plan, coordinate, and execute support projects across multiple regions and time zones, ensuring alignment with global priorities.
• Partner with stakeholders to gather requirements, define project scope, and ensure initiatives support broader business objectives.
• Create detailed project plans, including timelines, milestones, and dependencies, to guide successful execution.
• Identify, assess, and manage project risks and dependencies, proactively developing mitigation plans and escalating critical issues with recommended solutions.
• Communicate project status, updates, and outcomes to stakeholders and leadership, ensuring transparency, alignment, and informed decision-making.
• Maintain comprehensive project documentation, including timelines, status reports, decision logs, and project retrospectives.
• Support the adoption of new processes and initiatives through structured change management and clear communication.
• Define and track project KPIs, measure outcomes, and use insights to inform future initiatives.
• Conduct post-project retrospectives to capture lessons learned, share best practices, and continuously improve project delivery.

Who You Are

• 5+ years of experience in a project management role.
• Proficient in multiple project management methodologies such as Agile and Lean principles.
• Ideally completed certifications such as PMP, Prince2, Scrum, etc.
• Experience with Salesforce would be an asset in the role.
• Resilient and adaptable, able to pivot priorities in fast-changing environments.
• Self-directed and proactive, able to deliver results in loosely structured or rapidly changing contexts.
• Brings clarity to ambiguous situations, enabling teams to align and act decisively.
• Skilled in influencing and managing senior-level stakeholders to align on vision and outcomes.
• Fosters trust and collaboration across teams, ensuring strong relationships and shared understanding.
• Ideally demonstrated experience managing projects focused on optimizing support/customer care operations, including establishing or improving processes or optimizing service delivery across multiple regions/time zones.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.