Knowledge Manager, Professional Services Excellence

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.

Knowledge Manager, Professional Services

As a Knowledge Manager, you strengthen the way our organisation shares, learns, and improves. In this role, you turn scattered insights, hard-won lessons, and product complexity into clear, accessible knowledge that lifts the quality of our work for the entire team. You’ll shape how PS builds and scales expertise, making it easier for every team member to deliver great outcomes from day one.

As a Knowledge Manager, you’re responsible for the governance, systems and habits that ensure PS learns effectively and scales sustainably. You partner closely with SMEs, Tech Leads, and TLs to keep our most critical delivery knowledge accurate, searchable, promptable, and up to date. You help build a culture where knowledge is shared openly, contributions are celebrated, and teams learn from each other’s successes and challenges around knowledge.

Your impact will be felt through having empowered team members with better self-service knowledge, more consistent delivery based on best practices, and fewer recurring mistakes. You’ll also play a key role in evolving our knowledge ecosystem, helping shape and structure the workflows that make knowledge easier to create, maintain and access using our latest tooling.

Our knowledge environment is undergoing significant change, and has a number of untapped opportunities to bring clarity, consistency, and improvements. Early on, you’ll take a hands-on role in strengthening our foundations: creating and refining content, helping close major content and knowledge gaps with the team, and helping enforce our governance for our knowledge standards. As our practices and tooling mature, your work will shift more towards enabling others, driving adoption, iterating on our knowledge strategy and designing the systems and behaviors that help PS scale. This role grows as you grow it.

What you’ll do
You will bridge the gap between technical expertise and operational excellence, ensuring our teams have the right information at the right time.

1. Knowledge Creation and Collaboration

• Partner with SMEs inside and outside of our Professional Services department to turn internal expertise into high-quality, structured documentation.
• Work with internal tech writers, product teams, tech leads or SMEs to turn new features into “what this means for us” guidance.
• Create simple pathways for team members to contribute and request content, while safekeeping quality and consistency.
• Work with leadership to make knowledge-sharing a visible, rewarding, and expected part of the team’s daily workflow (by wins, learnings, and best practices). 

1. Systems, Governance & Standards

• Own the operational knowledge base for Implementation Engineering, Project Ops, and Performance teams.
• Set the standards for Professional Services knowledge, covering internal documentation, educational tracks, kickoff decks, and delivery of best practices & playbooks. 
• Implement & maintain governance for how knowledge is created, reviewed, updated, and retired, ensuring accuracy and accountability across our teams, so our content is easy to find and "AI-ready."
• Monitor usage, feedback, and analytics to identify gaps, redundancies, and opportunities for improvement.

1. Scaling Knowledge Through Tooling & AI

• Collaborate with tech teams across Adyen to shape and apply AI solutions that improve the creation, maintenance, and accessibility of our knowledge.
• Drive adoption of knowledge systems and ensure teams use them consistently.
• Experiment with new approaches and/or tools to improve freshness and searchability in our tooling & knowledge ecosystem.

Who you are

• 3+ years of experience in content strategy, technical writing, or similar roles with a central aspect of knowledge management.
• Thrives on learning new and complex topics, is motivated to challenge the status quo, enjoys making knowledge accessible, and creating impact beyond their own work.
• Ability to collaborate effectively across teams and influence without direct authority.
• Great writing and editing skills, with the ability to translate complex topics into clear, concise content.
• Strong organizational skills and attention to detail, with a focus on consistency and accuracy.
• Familiarity with content structuring, metadata, and search optimization techniques.

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.