Director of Software Engineering & Applied AI (Level 6) - Product Success Engineering, Adobe Experience Platform

Adobe Systems Incorporated-posted 4 months ago
$179,300 - $354,600/Yr
Full-time • Senior
San Francisco, CA
5,001-10,000 employees
Publishing Industries
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The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking an innovative Director of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation to help customers directly support, operate, and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio. Your work will help fundamentally transform how we serve, support, and accelerate time-to-value for our customers by empowering them directly with engineering best practices.

  • Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes
  • Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization
  • Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence
  • Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP
  • Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations
  • Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization
  • Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements
  • Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards
  • Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives
  • Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions
  • Bachelor's degree in Computer Science, Engineering, or related technical field, with 10+ years of software engineering experience, including 5+ years in engineering leadership roles managing teams of 10+ engineers
  • Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures
  • Proven track record of architecting and delivering large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns
  • Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture, with experience building real-time decision engines and predictive modeling systems
  • Deep understanding of B2B SaaS customer success methodologies, including customer health scoring, churn prediction, adoption analytics, and expansion revenue optimization
  • Exceptional communication skills with the ability to influence senior stakeholders, present to executive leadership, and drive alignment across diverse technical and business teams
  • Proven ability to hire, develop, and retain top engineering talent while fostering inclusive, high-performance team cultures focused on customer outcomes
  • Experience embedding self-service BI, AI-powered recommendations, and workflow automation into enterprise SaaS products
  • Knowledge of customer engagement strategies, marketing automation, and digital adoption platforms
  • Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus
  • Competitive compensation
  • Stock options
  • Culture of innovation and inclusion
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