Policy and Incident Specialist

Adobe•San Jose, CA

About The Position

Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution. Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications. Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action. Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence. Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks. Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement. Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences. Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents. Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

Requirements

Bachelor’s degree - Tech, economics
5 years+ experience
Strong judgment and demonstrated ability to make effective decisions in complex, ambiguous, and rapidly evolving situations.
Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field.
Proven ability to coordinate complex cross-functional initiatives and drive outcomes across teams without direct authority.
Experience developing policies, decision frameworks, playbooks, governance models, or scalable operational processes.
Strong analytical and problem-solving skills with the ability to move from individual incidents to broader trends, root causes, and systemic risks.
Ability to balance fraud and consumer protection with customer experience, business impact, operational feasibility, and risk.
Strong program management skills with a structured and methodical approach to execution, accountability, and follow-through.
Excellent written and verbal communication skills, including the ability to communicate complex or sensitive issues clearly to senior stakeholders.

Responsibilities

Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution.
Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications.
Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action.
Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence.
Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks.
Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement.
Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences.
Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents.
Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.