Supportability Program Manager

Job Description

Adyen is seeking a Supportability Program Manager to play a crucial role in scaling their India Support team. This role involves providing technical leadership, coaching, and process optimization to ensure high-quality support delivery, technical excellence, and professional growth. The Supportability Program Manager will bridge the gap between Support and Product teams, driving automation and efficiency while aligning India’s operations with the global organization. They will also help navigate regulatory constraints, promote autonomy within the India team, and establish best practices for operational success. Role involves:

• Identifying opportunities for automation and advocating for product changes.
• Developing and enforcing SOPs to build a resilient and scalable support team.
• Acting as a technical mentor for Support Engineers.
• Acting as the main point of contact for Solution/Stream planning.
• Ensuring effective collaboration with APAC Team Leads.
• Representing India’s unique regulatory and operational needs.
• Helping define and drive the strategic direction of operations and support in India.
• Supporting the India team in becoming more autonomous.
• Identifying gaps and inefficiencies in the existing setup.
• Assisting in workforce planning, hiring, and building a strong technical team.
• Helping navigate and implement regulatory constraints impacting India operations.

Requirements:

• Strong technical background with at least 7-10 years experience in Support Engineering, Technical Leadership, or Program Management.
• Ability to balance global objectives with regional needs, especially within the APAC region.
• Experience in automation, process optimization, and regulatory compliance.
• Proven ability to work cross-functionally and drive strategic initiatives.
• Leadership qualities that complement the Ops Site Lead role.

Role offers:

• Opportunity to shape the future of Adyen's India operations.
• Ensuring seamless integration into Adyen's global ecosystem.
• Driving technical excellence, support innovation, and operational strategy.