Group Manager, Strategic Customer Care Americas

Adobe•Lehi, UT

14d

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! As the Senior Leader Americas Strategic Care, you will own a strategic mission for our most critical enterprise relationships. As part of Digital Experience Global Escalations teams, we resolve critical challenges with speed, transparency, and empathy, restoring trust and enabling customers to focus on innovation, not issues. This role is about more than resolving escalations—it’s about safeguarding customer confidence and driving operational excellence through exceptionally crafted solutions.

Requirements

Executive presence and influence: Ability to engage confidently with C-Suite counterparts and internal leaders.
Proven senior leadership experience (10+ years) managing distributed teams in high-pressure environments.
Strategic attitude: Skilled at balancing immediate resolution with long-term process and customer experience improvements.
High emotional intelligence: Navigate complex situations with empathy and clarity.
Expert problem-solving: Combine technical knowledge with business understanding to resolve issues creatively.
Deep knowledge of Adobe DX solutions and enterprise customer use cases.
Operational excellence: Ability to work autonomously, prioritize effectively, and deliver results in a fast-paced environment.
Global perspective: Comfortable working across cultures and geographies to drive alignment and success.

Responsibilities

Champion Adobe’s mission in every interaction: Ensure critical situations are resolved in ways that reinforce trust and enable creativity, transforming moments of risk into moments of loyalty.
Build executive-level relationships: Partner with Customer Engineering, Customer Success, Sales, and Product leadership to align on priorities and deliver world-class experiences.
Lead and inspire a regional organization focused on resolving complex customer situations: Drive accountability, engagement, and performance across high-stakes situations.
Serve as regional strategic care authority: Be the go-to leader for critical issues, outages, and executive-level interventions.
Shape and implement strategic resolution frameworks: Continuously improve processes, methodologies, and automation to deliver proactive, predictable outcomes.
Influence Adobe’s customer care strategy: Provide insights and recommendations to leadership based on data, trends, and customer feedback.
Develop and grow talent: Recruit, mentor, and empower an impactful team with a culture of empathy, resilience, and innovation.
Maintain deep product and ecosystem knowledge: Stay current on Adobe Digital Experience solutions and advocate for customer-centric improvements.

Benefits

At Adobe, you will be immersed in an outstanding work environment recognized globally on Best Companies lists.
You will work surrounded by colleagues committed to helping each other grow through our exceptional Check-In approach, where ongoing feedback flows freely.
Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

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