Director, Engagement Management

Adobe•New York, NY

About The Position

This is a senior leadership role for someone who brings genuine executive presence, earned authority, and the kind of judgment that doesn't come from a playbook. You will lead a team of Engagement Managers who are the connective tissue between our most strategic enterprise customers and Adobe's product, engineering, and GTM organizations. Your job is to ensure they deliver with excellence — and to raise the ceiling on what excellence means. You are the senior executive face of Firefly Foundry's delivery and customer success motion. You operate comfortably at the C-suite and SVP level, not just as a participant but as a peer. You know how to read a room, when to push and when to hold, how to translate complexity into clarity, and how to turn a difficult conversation into a durable relationship. You model the standard you set for your team, and you know how to develop those instincts in others.

Requirements

12+ years of experience in enterprise technology, consulting, professional services, or digital transformation — with at least 5 years managing senior individual contributors in a people leadership role.
A demonstrated track record of operating at the C-suite and SVP level on the customer side: running high-stakes QBRs, navigating complex executive dynamics, and influencing without authority across large organizations.
Deep experience managing post-sales and delivery contexts across the full customer lifecycle — from discovery workshop to production adoption.
Exceptional executive presence: you command a room, communicate with precision under pressure, and move fluidly between a technical delivery conversation and a boardroom strategy discussion.
Real coaching ability — not just mentorship, but the kind of developmental investment that changes how someone shows up in a room. You give direct feedback with care, build psychological safety, and know how to cultivate judgment in others.
Superior written and verbal communication skills: you write executive summaries that leadership actually reads, and you present with the authority and precision that builds trust across levels.
Strong operational and strategic instincts: you build operating rhythms, not just react to fires, and you hold yourself and your team to consistent standards of delivery excellence.
High emotional intelligence, low ego, and genuine accountability — you create space for your team to shine while maintaining ownership of outcomes.
Demonstrated ability to drive adoption of AI and automation tooling within a team — using technology to raise the floor on consistency and quality across a delivery practice.
Deep familiarity with enterprise SaaS, GenAI, or creative technology platforms.
Comfort operating in ambiguity in a fast-moving product environment where the playbook is still being written.

Nice To Haves

Experience with Adobe Firefly, Creative Cloud, or comparable AI content platforms is a strong plus.

Responsibilities

Lead and Develop a High-Performing Team Manage, mentor, and elevate a team of Engagement Managers — setting clear expectations, providing hands-on coaching, and creating an environment where each person operates at their ceiling. Build a culture of direct feedback, continuous improvement, and high accountability — where candid conversations are the norm and growth is expected, not optional. Coach directly and deliberately: review deliverables, observe customer and internal meetings, and deliver the kind of specific, actionable feedback that actually changes behavior over time. Build individualized development plans that grow each EM's executive fluency, stakeholder judgment, and delivery discipline — not just their task execution. Identify top performers and build a pipeline of internal talent ready to step into senior and principal roles as the practice scales. Conduct structured performance reviews, skills gap assessments, and regular 1:1s that keep your team sharp, motivated, and clear on where they stand.
Engage at the Executive Level Serve as the senior executive point of contact for Firefly Foundry's most strategic enterprise accounts — engaging directly with C-suite and SVP stakeholders to define success, manage escalations, and sustain long-term commitment to transformation. Establish and lead executive communication cadences — QBRs, SteerCo reviews, executive briefings — that demonstrate business value, build advocacy, and protect account health. Represent the Engagement Management practice internally at the VP and SVP level, presenting team performance, portfolio health, and strategic recommendations with clarity and authority. Model the executive presence and professional judgment you expect from your team — in high-stakes customer settings and in internal leadership conversations alike.
Drive Engagement Excellence and Outcomes Define and continuously refine the playbooks, frameworks, and operating standards that govern how the EM team runs engagements — from discovery through production adoption. Maintain a real-time view of portfolio health: pipeline stage, delivery risks, capacity utilization, and forecast accuracy — surfacing issues before they become escalations. Translate complex ground-level program dynamics into clean executive narratives for VP and SVP leadership — bridging the operational detail your team lives in with the strategic perspective leadership needs. Identify patterns across engagements — common blockers, adoption friction, customer success signals — and feed those insights back into product strategy and offering development. Partner with GTM, Sales, Product, and Engineering to ensure the EM function is tightly integrated into Foundry's go-to-market motion and positioned to convert pipeline efficiently.
Operationalize with Adobe AI and Automation Champion the use of Adobe AI Assistant, Adobe Express, and the broader Adobe product suite to automate and standardize how the EM team operates — from engagement reporting and client communications to deliverable creation and portfolio tracking. Identify opportunities across the team's workflows where AI-powered tooling can reduce manual effort, increase consistency, and free EMs to focus on high-judgment customer work. Set a clear expectation that the team leads by example: the EM practice should be a model of how Adobe's own products enable operational excellence at scale.
Build Organizational Capability and Scale Partner closely with Sales Operations to proactively plan staffing and capacity as the Foundry pipeline evolves. Triage incoming opportunities, allocate EM capacity to the right accounts, and ensure each engagement is appropriately resourced and scoped. Collaborate with Customer Success and Enablement leadership to design the handoff protocols and adoption frameworks that maximize long-term customer value post-engagement. Establish clear competency expectations and career paths for the Engagement Management practice at Adobe.

Benefits

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world.
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.

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