AI & Innovation Lead, Operations

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.

AI & Innovation Lead, Operations

This role focuses on moving beyond isolated pilots and volunteer-led activity, and building a more deliberate approach to re-engineering work through AI, automation, and better operating design.

This role will lead that for Ops. It will set the direction for what an AI-native, and highly leveraged operations model should look like, help identify where the biggest opportunities sit, and create the structure that allows domain-owned use cases to turn into real outcomes.

Domain leads will remain accountable for the impact delivered in their own areas. This role exists to bring the thought leadership, technical credibility, outside-in perspective, and driving force needed to help make that happen across the function.

AI & Innovation Lead, Operations

• Set the AI and innovation direction for Operations, with a clear view of what will create the most meaningful step change in customer experience, productivity, quality, and scalability.
• Work with the domains to identify and prioritise the use cases that matter most, based on business value, feasibility, and readiness.
• Lead the central Ops innovation model, including the structure, ways of working, and foundations needed for domain-led re-engineering to succeed.
• Lead a small team of Forward Deployed AI specialists to turn ideas into real, scalable solutions.
• Build credibility for AI across Ops through clear thinking, practical examples, and a strong view of where the real value is and where the risks are.
• Stay current on the AI landscape, emerging patterns, and market developments, and translate that into practical implications for how Ops should evolve.
• Work with central business enablement and capability teams so that new capabilities landing across the company are connected to Ops needs, and the right upskilling happens as use cases scale.
• Represent Operations in central engineering, making sure that Ops priorities are well understood, well framed, and well supported.
• Track progress and value delivered, and keep the focus on outcomes rather than activity.

What good looks like

• Ops has a clear and credible point of view on where AI should and should not be applied.
• The Domains have better clarity on where to focus and what will drive the biggest outcomes.
• High-value use cases move fast from idea to implementation.
• The relationship between Ops and central engineering is stronger, with clearer translation between operational needs and technical delivery.
• AI adoption in Ops is deliberate, practical, connected to real workflow improvement.
• We build scalable solutions that drive meaningful outcomes.
• Teams are better equipped to work differently as new tools and workflows land.

What you bring

• Strong operational judgement. You understand how real work happens, where friction sits, and what it takes to redesign workflows in practice.
• Enough technical depth to have credibility with engineers and technical partners. You do not need to be the hands-on builder for every solution, but you do need to understand architectures, trade-offs, risks, and what good looks like.
• Deep curiosity in AI and adjacent technology. You naturally keep up with the space, understand where the market is moving, and can separate substance from hype.
• The ability to turn ideas into outcomes. You can move from concept to prioritisation to implementation, and you know how to avoid getting stuck in pilot mode.
• Strong executive presence. You can command respect with senior stakeholders, challenge constructively, and represent Operations well in cross-functional discussions.
• A practical, creative, solution-oriented mindset.
• Long-term thinking. You can look beyond the next pilot or tool and help shape the foundations for where Ops needs to go over time.
• Strong cross-functional instincts. You are comfortable working across operations, engineering, data, product, enablement, and capability teams.

Who you are

• Led meaningful transformation in an operations or service environment.
• Built or scaled AI, automation, or digital workflow improvements beyond small experiments.
• Worked closely with engineering or technical teams and can hold your own in those conversations.
• Influenced senior leaders and moved cross-functional agendas forward without relying only on formal authority.
• Helped shape operating models, governance, or delivery mechanisms that made change more repeatable.
• Worked in an environment where pace, ambiguity, and practical execution all mattered.

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.