Global Escalations Group Manager Americas
Offer summary
Qualifications:
Over 10 years of leadership experience managing distributed teams., Strong communication, interpersonal, and emotional intelligence skills., Proven ability to handle high-pressure customer escalations and resolve complex issues., Deep understanding of Digital Experience solutions and technical problem-solving..Key responsibilities:
- Lead and manage global teams resolving customer escalations.
- Build and maintain relationships with key partners across departments.
- Drive and improve critical issue resolution processes and methodologies.
- Collect and analyze data to inform leadership and improve customer support.
Job description
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!
Group Manager, Global Escalations
Key to this role are strong leadership, communication, interpersonal, and Emotional Intelligence skills: We collaborate with many organizations, including Support, Ultimate teams, Professional Services, Sales, Product teams, and Service Management. Operating without direct supervisory oversight is a musthave skill.
What you’ll do:
- Be the goto person for anything related to our group’s activities in the region (escalations at all levels and service outages)
- Lead teams of globally distributed ERMs resolving hot customer situations
- Drive execution of and improve a detailed critical issue resolution process and methodology
- Build and maintain positive relationships with key partners from Customer Engineering and Customer Success in Americas
- Build relationships across the Adobe Digital Experience ecosystem, ensuring our group delivers outstanding support
- Collect, analyze data, share insights with Adobe leadership and peers to address customer issues.
- Recruit, hire, train, and nurture your teammates, providing proactive mentoring
- Be the subject matter authority on customer situation resolution, sharing your knowledge with peer teams across Adobe
- Maintain a functional understanding of all Adobe Digital Experience products
- Demonstrated leadership skills (10+ years) with a proven track record of managing distributed teams
- Exhibit strong executive presence, including the ability to partner with and effectively collaborate with individual contributors, managers, directors, VPs, and CSuite
- Possess high emotional intelligence and can influence others at all levels of an organization
- Demonstrate creative problemsolving with a clear understanding of customer needs and technical solutions.
- Proactive with an outstanding track record in similar roles and a strong dedication to succeed and exceed goals
- Strong proven understanding of Digital Experience solutions and use cases
- Ability to frame and communicate technical issues to a broad constituency, including engineers and executivelevel management
- Ability to work without immediate direction in a fastpaced team environment to resolve customer concerns
- Good understanding of different cultures and business practices across the globe, essential for working well with crossfunctional team members
- At Adobe, you will be immersed in an outstanding work environment recognized globally on Best Companies lists. You will be surrounded by colleagues committed to helping each other grow through our outstanding CheckIn approach, where ongoing feedback flows freely. If you’re looking to make an impact, Adobes 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 $136,800 $250,900 annually. Pay within this range varies by work location and may also depend on jobrelated 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 shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for longterm incentives in the form of a new hire equity award.
StateSpecific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Adobe is proud to be an Equal Employment Opportunity 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) 5363015.
What you need to succeed:
Required profile
Experience
Other Skills
- Emotional Intelligence
- Problem Solving
- Leadership
- Mentorship
- Collaboration
- Communication
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