Group Manager, Customer Engineering (Technical Support)

Adobe•San Jose, CA

21h•Onsite

About The Position

Join Adobe as a Group Manager, Customer Engineering (Technical Support) and lead a dedicated team of Support Managers in delivering flawless customer service! This is an outstanding chance to promote operational excellence, cultivate a collaborative and inclusive environment, and represent our Customer Engineering organization on a global scale. We seek a leader with a proven record of inspiring teams, managing complex customer support functions, and excelling in executive communication.

Requirements

Bachelor’s degree or equivalent experience in the industry required
12–15 years in a fast-paced, enterprise-level software or SaaS environment
6–8+ years of people management experience, including managing managers
Outstanding communication skills; ability to explain complex technical concepts
Strong analytical and critical-thinking skills; data-driven approach to decision-making
Familiarity with SaaS platforms; Adobe Experience Platform and/or AEM experience preferred
Proven ability to influence and negotiate effectively with customers and internal partners

Nice To Haves

Adobe Experience Platform and/or AEM experience preferred

Responsibilities

Directly manage Senior Managers and Managers, ensuring accountability for team performance and development
Foster a positive, inclusive culture that motivates teams to exceed expectations
Set and monitor quarterly goals; provide continuous mentoring and feedback
Attract, hire, and retain top talent to build leadership strength within the organization
Promote Adobe values and leadership principles across the team
Coordinate performance outcomes, including Customer Satisfaction (CSAT), Agent Satisfaction (ASAT), and Average Resolution Days (ARD)
Evaluate metrics to identify trends and opportunities; initiate corrective actions and improvement strategies
Plan team structure, prioritization, and headcount to meet business needs
Maintain awareness of key blocking issues and at-risk accounts
Partner with customers during critical blocking issues, demonstrating negotiation skills and executive presence
Collaborate cross-functionally to resolve issues and protect customer trust
Represent the Americas Customer Engineering group in international forums
Partner with global leaders to ensure process consistency and alignment
Work with Sales, Services, Engineering, and Product Management to improve customer experience
Drive operational and process improvements based on feedback and case trends
Encourage critical thinking and industry guidelines to improve support quality and efficiency
Lead special initiatives like product launches and operational transformations