Group Manager – Customer Engagement

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Adobe

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

Software • Digital Marketing • Creative Services

Adobe is a leading software company specializing in creative and digital marketing solutions. It offers a wide range of creative apps and services, including industry-standard tools like Photoshop, Illustrator, and Premiere Pro as part of its Adobe Creative Cloud suite. Adobe also provides business solutions such as the Adobe Experience Cloud, which includes marketing automation, analytics, and content management. With a focus on enhancing customer experiences through generative AI and digital asset management, Adobe serves industries like Financial Services, Retail, Media & Entertainment, and more. Adobe is also well-known for its PDF and e-signature solutions, such as Adobe Acrobat and Acrobat Sign, catering to both individuals and businesses.

📋 Description

• Lead the shift toward AI-enabled, data informed conversation quality and performance management • Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points • Evaluate end-to-end conversation lifecycle effectiveness across: Discovery, Solutioning, Objection handling, Customer success • Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams • Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives • Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns • Drive process improvements, governance enhancements, and operational optimization recommendations • Support adoption of AI-powered conversational analytics and automation tools • Measure the effectiveness of enablement and quality improvement initiatives • Lead a high-performing team focused on conversation analytics, insights, and continuous improvement • Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobe’s brand reputation and business integrity • Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure • Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk • Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale • Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives

🎯 Requirements

• 8–12 years of experience in Sales & CX Analytics, Quality Analytics, Enablement • Strong understanding of sales and customer engagement conversation lifecycles • Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms • Strong analytical and problem-solving capabilities with the ability to convert insights into business actions • Experience driving cross-functional transformation and operational improvement initiatives • Excellent customer management, storytelling, and executive communication skills • Proven ability to influence behavior change through data and insights • Familiarity with compliance monitoring, risk identification, or governance frameworks within customer engagement or contact center environments

🏖️ Benefits

• Health insurance •401(k) retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities