Senior Manager, Customer Experience Services

Our company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences. We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

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The challenge

The Cloud Technology organization builds platform and client services that are foundational building blocks for many other Adobe products and services. Areas of focus include: identity, security, cloud storage, e-commerce, workflow management, synchronization, customer facing web apps, scalability, infrastructure management and search, just to name a few. Our mission is to build highly scalable, highly available and highly resilient services that fulfill the business objectives of Adobe. Cloud Operations is responsible for ensuring Adobe's cloud platform, products and ecosystems are reliable, scalable and secure. From core infrastructure to enabling "As-a-Service" capabilities, our dedicated team of architects, software engineers, program managers and cloud administrators ensure that Adobe's customers are delighted by their experience with our products.

As a key member of the Customer Experience Services leadership team, this person will be responsible for managing a 30+ global team to deliver world-class, always-on services to power the Customer Support experience for all business units at Adobe. This leader will be responsible for all aspects from developing the Customer Support systems strategy to delivery and operations. This is a high profile and high impact role, in IT and Customer Experience function.

S/he will forge a significant partnership with the Customer Experience leadership team to drive a massive transformation as Adobe re-imagines the entire Customer experience to support and retain customers. S/he will be partner with the business units to drive large scale change initiatives that will be critical as Adobe re-platforms all of the Customer Support systems to enable always-on, personalized, multi-channel and intelligent customer service. The successful candidate will have experience managing and leading large-scale change in a SaaS environment, empowering and challenging teams to take big bets and directly impact the business.

What you'll do

  • Drive a cultural shift and new way of thinking across the team to create a laser focus on world class omni channel experience for Adobe customers

  • Lead a global team of 30+ IT professionals (U.S. and India), responsible for the development, delivery and operational support of business applications and services which enable Adobe's support organization with a goal to delight Adobe's customers. This team is responsible for strategy, roadmap development, requirements analysis, architecture, development and QA for all solutions including CTI, IVR, Messaging and Community applications as well as custom applications developed using standard tools/languages.

  • Build and execute on the roadmap to better align the team with the business needs

  • Be viewed as a trusted partner to the business groups, understand needs and gaps and lead the vision for becoming an irreplaceable technology partner to business groups

  • Be a thought leader, ideate and lead the execution for innovative customer delivery in a subscription based business model

  • Make an impact and build a rewarding career with our Global Business Services organization

What you need to succeed

  • Proven track record in IT Engineering leadership with experience leading change in a high growth digital or SaaS company demanding an always on Customer experience

  • Excellent communication & influencing skills; ability to develop and effectively articulate a vision & strategy

  • Deep technical experience in and background in case management, knowledge management, Omni channel customer experience, social customer service, Community Platforms, call center technologies and supporting a call & contact center operation including: Telephony, IVR, CTI, Chat/Messaging, Chatbots etc

  • Experience in Genesys, Live Person and Lithium Platforms

  • Experience utilizing AI/ML technologies to improve customer support experience.

  • Experience leading product-based IT Engineering organizations

  • significant custom software development acumen leveraging a variety of technologies and delivery methodologies

  • Ability to manage portfolio of concurrent projects delivering business outcomes on-time & on-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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