- 7+ years of experience in Customer Support Quality Assurance, with 5+ years in direct team management and strategic leadership roles
- Proven track record of building and executing AI QA migrations from scratch, with deep technical and operational expertise in AI evaluation tooling
- Deep domain expertise in Quality Assurance for Customer Support including quality frameworks, scoring systems, key analytics and measures, RCA, calibration, coaching excellence and audit readiness
- Experience operating in a regulated environment, with a strong grasp of compliance, controls, and documentation requirements
- A strategic thinker who can define a clear direction and make effective tradeoffs in a resource-constrained environment and also operate tactically to deliver quick wins and address high-impact, low-effort opportunities
- A data-driven operator who uses metrics and insights to guide decisions and measure impact and can take a holistic view of quality that’s tailored for the complexity and high bar of our customer needs
- An effective communicator who can translate complex concepts into clear, actionable direction and effectively lead and land transformation in a Support environment
- Strong stakeholder management capabilities, with a proven track record of building trusted relationships with Support Team Leads and leadership teams while effectively demonstrating the strategic value of Quality Assurance
Total rewards & compensation
The annual base salary range for this role is $160,000 - $220,000. Compensation is based on factors including qualifications, experience, and location. Total compensation package includes equity (RSUs), 401(k), health, dental, vision, and more.
In-office expectations
This role is based in our Chicago office. We're an office-first company and expect employees to work in-office at least 3 days a week on average. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while also supporting flexibility.
Diversity, Equity, and Inclusion at Adyen
We actively seek different perspectives to sharpen our ideas. Our unique culture is a product of our diverse backgrounds and experiences. No matter who you are or where you’re from, you’re welcome to be your true self at Adyen.
If you need accommodations or support during the recruitment process to perform at your best, you’ll have the opportunity to let our team know in your application. We encourage people from all backgrounds and abilities to apply.
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. If you have specific time constraints, please communicate them with your recruiter, and we’ll do our best to accommodate them where possible.