Head of AI Support Product

Product Strategy & Roadmap

• 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.
• Explore, understand, contextualize and prioritize new areas of work to automate and features to implement as the Fin and broader AI toolset for Support matures and advances

Resolution Rate & Quality

• Drive true resolution rate (not deflection) as the primary north-star metric, tracking reopen rates, CSAT, first-contact resolution and human agent experience in parallel.
• Design and own a continuous improvement flywheel: conversation review, failure taxonomy, procedure updates, gold standard definition, evals approach, simulation testing, and re-deployment.
• Set quality standards appropriate for a regulated payments environment, ensuring every resolution is auditable and compliant and offers a highly merchant-centric and customizable support experience vs. one size fits all 

Team Leadership

• Build and lead a small, high-impact team of AI Support Specialists, Conversation Designers and build AI content expertise and a scalable process for continuous improvement and real-time feedback
• Foster a culture of experimentation: run structured A/B tests on prompts, procedures, and escalation thresholds; kill what doesn't work fast. Find ways to experiment and innovate in a compliance-focused global merchant-serving environment.
• Serve as the internal expert and advocate for AI support capability, educating stakeholders across Support, Legal, Compliance, and Product. Build successful business cases for extensive AI investment and deployment.  

Cross-functional Execution

• Partner with Adyen's support engineers to identify high-volume, automatable query categories and convert them into Fin procedures that achieve high resolution rates.
• Collaborate with Engineering and Data Science to integrate Adyen's internal tooling, APIs, and knowledge systems into Fin's action layer. Focus on delivering on agentic AI for support that makes decisions within defined guardrails, and complete multi-step work across systems, and delivers end to end case resolution that feels targeted and effortless to merchants. 
• Coordinate with Fin.ai on product roadmap alignment, beta features, and escalation of platform issues.

Governance & Risk

• Ensure Fin.ai operates within Adyen's global compliance framework — PCI-DSS, GDPR, financial services regulations — with full audit trails on every autonomous action.
• Define and maintain guardrails for sensitive query types (disputes, fraud, regulatory) where human review remains mandatory.  Build compliance into the automation strategy and leave flexibility for an evolving global regulatory environment.