Sr, Manager, Customer Care- Business

    • Tokyo, Japan

The challenge


This position will have the responsibility for the delivery of support services of Adobe's largest and most strategic business customers.

Leading a team of approximately 15+ Technical Support specialists, this position has responsibility to ensure each team member is effectively trained and equipped to resolve technical incidents for Adobe product offerings. As a part of a global support delivery leadership team, you will ensure that the team services customers to the best of their abilities. This includes building a team culture of service excellence, technical credibility and efficient problem resolution to address customer concerns.



What you'll do

  • Lead and manage the business support team to build and promote a culture of customer service excellence.
  • Work with Support leaders to benchmark, identify, implement and measure support as well as business related metrics.
  • Manage your team's performance to ensure all important metrics and Service Level Agreements are met.
  • People management including hiring, goal setting, coaching and mentoring.
  • Build strong technical expertise and capability within the team.
  • Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes.
  • Develop and deliver key initiatives to improve business processes and customer service delivery.
  • Where necessary, lead and engage cross-functional teams, domestically and/or globally to share and engage technical competency and experience to support the timely delivery of business and customer needs.
  • Assist in the development and implementation of strategic plans initiatives and direction.
  • Lead the engagement of all partners necessary to ensure the timely management, communication and address of Customer concerns and issues.
  • Participate in departmental projects and deployments of new products and services pre and post launch. Act as liaison between technical support teams, cross-functional departments.
  • Act as the customer's advocate in working with Engineering and Product Management on supportability of product and their experience of using Adobe products.



What you need to succeed

  • Experience leading a 24/7 or regional support team with exposure to SMB/enterprise segments in customer care or logistics.
  • Deep knowledge of services operations including benchmark measures for success.
  • Ability to lead by influence and work effectively in highly matrixed organizations.
  • Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting.
  • Strong knowledge and experience with industry standard methodologies, multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes.
  • Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing.
  • Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence.
  • Experience in a customer environment is preferred.
  • Language proficiency (Japanese: Native Level, English: Business Level).



Competencies

  • A strong leader without ego who can inspire, motivate and bridge challenges.
  • Effective communicator able to deliver the leadership's vision with fidelity.
  • Ability translate leadership's vision into actionable and relevant activities and initiatives.
  • Ability to identify and develop talent.



Get to know the team


Adobe's Digital Media Business Unit's charter is to be the leading provider of tools and services that enable individuals, small businesses and enterprises to create, publish, promote and monetize their content anywhere through the Adobe Creative Cloud.

Adobe's creative solutions are used by designers, photographers, content publishers, artists and storytellers, UX designers, consumers and more. Through our connected apps and services, customers have all the tools and assets they need to create, collaborate and share amazing work across mobile and desktop environments. There are options for everyone, including students, photographers, small businesses and large enterprises.

Take a peek into Adobe life in this video and on our blog.

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.


See Inside the Office of Marketo


Back to top