Senior Project Manager - Technical & Customer Support

Senior Project Manager - Technical & Customer Support

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Senior Project Manager

Adyen’s Customer Support organization spans the globe, with over 250 Support Engineers across multiple regions. As we continue to scale and evolve, we are seeking a Senior Project Manager to drive complex cross-functional transformation initiatives while strengthening portfolio governance and delivery excellence across our Support organization.

In this role, you will lead strategic initiatives that improve tooling, processes, and operational effectiveness across our global Support organization. Alongside hands-on project leadership, you will play a key role in shaping project portfolio visibility, governance standards, and delivery consistency across multiple projects and project teams.

You will collaborate closely with Support leadership, Product, Engineering, Infrastructure, Workforce Management, Learning & Development and regional teams to ensure initiatives align with company priorities and deliver measurable impact. Your work will directly influence how Support Excellence operates globally and how we scale to meet future customer needs.

What You’ll Do

Lead Cross-Functional Transformation Initiatives

• Lead and deliver complex, cross-functional Support projects spanning operational improvements, tooling(technical) transformation, and organizational scalability initiatives.
• Plan and execute projects across multiple regions and time zones, ensuring alignment with global Support priorities and business objectives.
• Partner with stakeholders to translate business needs into structured project scope, deliverables, and measurable outcomes.
• Develop and maintain detailed project plans, including milestones, dependencies, and delivery roadmaps.
• Proactively identify risks, dependencies, and execution challenges, driving mitigation strategies and escalating when appropriate.
• Define success metrics and track project performance, using insights to drive continuous improvement and strategic decision-making.
• Facilitate structured change management and enablement activities to support adoption of new processes, tooling, and operating models.

Strengthen Project Portfolio Execution & Governance Adoption

• Provide portfolio visibility and execution structure across Support initiatives using established PMO governance frameworks and delivery standards.
• Support portfolio intake, prioritization, and cross-project dependency coordination in alignment with PMO governance processes.
• Facilitate portfolio-level reporting and delivery insights for leadership using defined PMO reporting standards.
• Ensure consistent application of PMO methodologies, templates, and governance practices across assigned initiatives.
• Provide execution feedback and practical insights to PMO leadership to support continuous improvement of governance and delivery processes.
• Support onboarding and guidance of project teams on applying established PMO ways of working.

Who You Are

• 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.
• Demonstrated experience leading projects with technical complexity, such as system integrations, platform migrations, automation initiatives, or tooling ecosystem changes, in close collaboration with Engineering teams.
• Experience supporting or contributing to portfolio or program governance frameworks is strongly preferred.
• Strong knowledge of project management methodologies, including Agile, Lean, and traditional delivery approaches.
• Relevant certifications such as PMP, PRINCE2, Scrum, or equivalent are considered an asset.
• Experience working with customer support or CRM platforms (e.g., Salesforce or similar tooling ecosystems), with Salesforce experience is a big advantage.
• Transform high-level business logic and "pain points" from support teams into structured technical roadmaps, ensuring that software enhancements directly address operational bottlenecks and telephony/CRM integration gaps.
• Comfortable navigating ambiguity and translating loosely defined goals into structured execution plans.
• Strong stakeholder management skills, with the ability to influence and align senior leadership and cross-functional teams.
• Highly collaborative, with a track record of building trust and fostering alignment across global teams.
• Act as the primary liaison between Operations and Engineering, translating operational support needs into actionable requirements for the respective teams.
• Resilient, adaptable, and able to maintain delivery momentum in rapidly evolving environments.

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.