Sr. Manager, Customer Experience

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!

 

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 craft 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.

Opportunity

Adobe's End-to-End Enablement team is seeking a Senior Manager, Enablement and Engagement for Creative Cloud & Express, who will be responsible for the strategy and leadership of our self-service content, community, and social teams.

In this role, you'll help millions of users find success and achieve their goals with Adobe's products, enabling them to quickly get help, resources, and value from their Adobe membership and subscription. We create and deliver essential content on the web, in-app, and through bots and genAI assistants. We connect and engage in online communities and social channels such as community forums, Discord, YouTube, Twitter, Facebook, and more. We help customers wherever and whenever they need it with critical content, care, and expertise that provide help and inspiration and increase their creative success and engagement.

You’ll partner closely with support, product, engineering, and marketing leaders to share customer and product insights, influence product experiences, priorities, and roadmaps, and increase product value for customers and Adobe.

What you’ll do

• Develop customer success strategies focused on self-service, enablement, and engagement, helping customers achieve their goals and increase the value of Adobe’s apps and services.
• Enable new users and experienced pros to succeed with Adobe products and services through content, community, and social channels
• Understand and advocate for customers and their needs through VOC and insights, and define, prioritize, and deliver solutions directly or through partners like product and engineering.
• Draw concrete insights by triangulating data from various sources to drive strategy and priorities, make decisions, and measure the impact of efforts.
• Build effective and trusting business relationships with support, product, engineering, and marketing teams to support E2EE’s strategic goals in alignment with user needs.
• Be a strategic leader and partner with key leaders and teams across Adobe to raise your teams' visibility, opportunities, and value to drive business impact.
• Ensure the high quality of content, services, and experiences developed and delivered, building trust and increased value for our customers.
• Drive strategies, experimentation, and innovation that increase our ability to meet opportunities and challenges, while growing the capabilities and the value of our teams.
• Lead and manage a team of seven- to 10 people consisting of content creators, community and social specialists and strategists in multiple locations.
• Develop and scale individual and team skills, capabilities, and effectiveness, and resolve issues or gaps in people or processes.

Experience & qualifications

• 8+ years of experience or proven record at a consumer software company where most of your work involved customer-centric content, experiences, and collaborating with various partners.
• Experience in strategic leadership, teamwork, and storytelling within highly matrixed teams.
• Proven success in cross-regional projects or initiatives coupled with the capability to balance and prioritize many projects simultaneously.
• Ability to deliver relevant insights by triangulating data from various sources and applying a data-driven methodology to prioritization, decisions, and outcomes.

At Adobe, you'll be immersed in an exceptional work environment recognized worldwide on Best Companies lists. You'll also be surrounded by colleagues committed to helping each other grow through our unique Check-In approach, where ongoing feedback flows freely.

If you want 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.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $103,200 -- $210,600 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.