Director – Customer Journey Management B2C

Adobe•San Jose, CA

About The Position

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! This position is vital within the Adobe Experience Data & Journeys Ecosystem & Team. The Customer Journey Management B2C is a solution set within this ecosystem that aims to interact with each customer, in any channel, at any time. The solutions in this set coordinate and provide tailored customer interactions across various channels, such as email, web, app, mobile, and in-person, during crucial customer moments. The Technical Program Management Director plays a crucial role in shaping the B2C Business future within the Data & Journeys Portfolio. They drive strategic technical program execution to achieve outcomes supporting the Customer Journey Management B2C portfolio promise. This role partners strategically in execution and advises cross-functional solution leadership and teams. Responsibilities include end-to-end execution and governance of complex, cross-functional initiatives, periodic planning, operational excellence focusing deeply on quality & customer-centric approach, and tailored communications. The incumbent of this role connects the dots, tells the story, identifies gaps, and leads teams effectively, utilizing data for decision-making and operations, planning with assumptions, measuring success, and collaborating with a team of technical program managers.

Requirements

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field preferred, or equivalent experience.
Over 15 years of technical program management expertise, including more than 5 years in a leadership capacity involving team supervision.
Experience working with cloud platforms (AWS, Azure, Google Cloud) and enterprise integrations (APIs, microservices, middleware).
Background in managing Technical Programs within the B2C Industry.
Expertise in agile methodologies, software development lifecycle, build processes, quality of services and overall release management.
Strong critical thinking skills to link ideas with analytical and problem-solving abilities, incorporating data, metrics, and indicators to support execution and decision-making.
Excellent verbal, written, and presentation skills, with the ability to tell a story, negotiate, persuade, and communicate with diverse audiences.
Ability to manage multiple complex programs in a fast-paced environment, bringing to bear data-driven decision-making.
Enthusiastic about achieving goals, customer-centric, and committed to improving customer experience, with a strong customer-centric attitude, team efficiency, and focus on metrics.

Responsibilities

Technical Roadmap: Develop and put into action the program strategy for B2C products to align with business objectives and market trends, in collaboration with Product & Engineering.
Lead cross-functional teams in managing large-scale programs across diverse global organizations.
Technical Program Management: Coordinate complex technical programs, ensuring achievements are met, risks are managed, and dependencies are effectively prioritized.
Develop detailed program plans, assign resources, track risks/issues, and manage dependencies across teams.
Dependency, Risk & Compliance Management: Maintain a deep, technical end-to-end understanding of solutions, their upstream/downstream dependencies, and the critical changes needed to support initiatives.
Identify potential risks, drive mitigation strategies, and ensure adherence to security, compliance, and regulatory standards.
Collaborator Management: Serve as a connection between technical and non-technical collaborators, ensuring transparent communication regarding project status, risks, and deliverables.
Engage and persuade collaborators at various levels, from frontline team members to VPs, SVPs, and C-level executives.
Interactions: Effectively relay information to technical and non-technical teams, offering perspectives on architecture decisions and guaranteeing clarity regarding program goals.
Craft high-level presentations, messages, and program updates for senior leadership, ensuring they align with business objectives.
Operational Excellence & Efficiency: Promote guidelines in portfolio management, program management, solution management, release management, quality, and scalability using agile methodologies.
Drive portfolio data hygiene for data-driven decision-making, capacity planning, and roadmap priorities.
Team Management: Partner, coach & mentor team of technical program managers for execution & operational excellence, encouraging a culture of accountability, collaboration, and innovation.