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Adyen’s Customer Support organization spans the globe, with over 250 Support Engineers across multiple regions. As our Support organization continues to scale, we are seeking a Project Manager based in Singapore to lead transformation initiatives across the APAC region. In this role, you will drive operational improvement, process implementation, and support tooling initiatives that enhance efficiency, scalability, and service quality across regional Support teams. You will work closely with regional stakeholders as well as global Support, Engineering, Infrastructure, Workforce Management, and Learning & Development teams to ensure initiatives align with company priorities and are successfully delivered. This role combines hands-on project delivery with strong operational and technical collaboration, supporting both process optimization and the evolution of Support tooling and infrastructure across APAC.
Job Responsibility:
Lead Operational and Technical Support Initiatives
Plan, coordinate, and execute Support projects across APAC, ensuring alignment with global Support priorities and OKRs
Lead initiatives focused on process implementation, workflow optimization, and service delivery improvements across regional Support teams
Support projects involving Support tooling, automation, system integrations, and infrastructure-related improvements in collaboration with Engineering and Business enablement teams
Translate business and operational requirements into structured project scope, deliverables, and execution plans
Develop and maintain project timelines, milestones, and dependency tracking to ensure successful delivery across distributed teams
Drive Execution Excellence and Regional Alignment
Partner with regional Support leadership and global stakeholders to ensure initiatives address regional needs while maintaining global consistency
Identify project risks, dependencies, and resource constraints, proactively developing mitigation strategies and escalation pathways
Provide clear and consistent project updates to stakeholders, ensuring transparency and informed decision-making
Maintain comprehensive project documentation, including project plans, decision logs, and retrospective insights
Define and track project success metrics and KPIs, ensuring initiatives deliver measurable operational improvements
Facilitate post-project reviews to capture lessons learned and continuously improve delivery practices
Support Change Adoption and Continuous Improvement
Partner with Learning & Development and functional leaders to support adoption of new processes, workflows, and tooling across regional Support teams
Drive structured enablement and communication strategies to ensure successful operational transformation
Contribute to improving project delivery standards and best practices within the Support PMO
Partner closely with Infrastructure, Engineering and business enablement teams to support delivery of tooling and platform-related initiatives impacting Support operations
Requirements:
5+ years of experience managing cross-functional projects, preferably within fast-paced or scaling global organizations
Experience delivering operational improvement, process implementation, or service optimization initiatives
Exposure to projects involving system implementations, workflow automation, or support tooling ecosystems is highly preferred
Familiar with project management methodologies such as Agile, Waterfall, Lean, or hybrid delivery approaches
Relevant certifications such as PMP, PRINCE2, Scrum, or equivalent are considered an asset
Experience working with CRM or support platforms (e.g., Salesforce or similar systems) is advantageous
Strong organizational and execution skills, with the ability to manage multiple initiatives simultaneously
Comfortable working across time zones and global stakeholder groups
Strong communication and stakeholder management skills, with the ability to align cross-functional teams toward shared outcomes
Demonstrates resilience, adaptability, and strong ownership in dynamic and evolving environments
Collaborative and relationship-driven, able to build trust across regional and global teams
Nice to have:
Exposure to projects involving system implementations, workflow automation, or support tooling ecosystems is highly preferred
Relevant certifications such as PMP, PRINCE2, Scrum, or equivalent are considered an asset
Experience working with CRM or support platforms (e.g., Salesforce or similar systems) is advantageous