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.
Team Lead, Support Workforce Management
Adyen's Customer Support team is growing, and with this growth comes the need for scalable, data-driven workforce planning. As the first Workforce Management (WFM) Team Lead in Support, you'll play a foundational role in shaping how we forecast, staff, and optimize our global support operations. This is a rare opportunity to build a new function from scratch, laying the groundwork for long-term operational excellence.
You will be responsible for developing and leading our global Support WFM strategy, processes, and tools—including forecasting, capacity planning, scheduling, and real-time performance monitoring. Your efforts will directly influence how we maintain high service levels while adapting to the dynamic needs of our customers and teams across regions.
What You'll Do
- Build and lead the new Workforce Management function within Adyen Support from the ground up, including hiring a small team of WFM professionals.
- Develop scalable WFM processes, tools, and governance to support global Support operations.
- Lead long and short-term forecasting and capacity planning across multiple regions and time zones.
- Design and implement scheduling strategies to ensure optimal staffing coverage and service levels.
- Align Support leadership, Regional Team Leads, and other cross-functional stakeholders on staffing needs and business goals.
- Create reporting and dashboards to track performance against key KPIs such as SLA, utilization, shrinkage, and forecast accuracy.
- Establish real-time management practices to adapt to intraday volume fluctuations and ensure service continuity.
- Collaborate with Product and Engineering to evaluate and integrate WFM tooling and automation solutions.
- Represent support needs in company-wide capacity planning discussions.
Who You Are
- 5+ years of experience in Workforce Management within a high-growth or global support environment, with at least 3 years in a leadership role.
- Proven success in building and scaling WFM capabilities and processes from the ground up.
- Deep understanding of forecasting, capacity planning, scheduling, and real-time adherence.
- Skilled at interpreting data and using it to influence operational decisions.
- Extensive experience with WFM tools and platforms, such as NICE, Verint, or Teleopti; familiarity with automation and AI in WFM is a plus.
- Confident navigating ambiguity and building cross-functional alignment in a dynamic environment.
- Strong communication and stakeholder management skills across varying levels of seniority.
- Proactive, solutions-oriented, and passionate about enabling teams to perform at their best.
Our Diversity, Equity and Inclusion commitments
Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at Adyen.
Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!
What's next?
Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.
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.
