Senior Manager, Policy & Incident

Adobe•San Jose, CA

60d

About The Position

Leads consumer trust policy development and coordinates Adobe’s response to significant fraud, abuse, scam , account integrity, and other consumer trust incidents. Brings structure and cross-functional leadership to complex incidents and ensures lessons learned translate into scalable policies and systemic improvements. Partners across Adobe to strengthen incident response , reduce consumer harm, address recurring risks, and build policies and playbooks that enable faster and more consistent responses to emerging consumer trust threats.

Requirements

Bachelor's or Master's degree in Computer Science, Economics, or a related field, plus 10+ years of hands-on industry experience.
Strong judgment and the 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 lead complex cross-functional initiatives and influence teams and senior stakeholders without direct authority.
Experience developing policies, decision frameworks, governance models, or scalable operational processes.
Strong analytical and problem-solving skills with the ability to identify 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 discipline with a structured and methodical approach to execution and follow-through.
Excellent written and verbal communication skills, including the ability to translate complex issues into clear executive-level recommendations.

Responsibilities

Lead policy development and incident management within Adobe’s Global Consumer Trust organization, helping protect consumers and Adobe from fraud, abuse, scams , account compromise, and emerging trust threats.
Coordinate significant consumer trust incidents, bringing together teams across Adobe to assess impact, establish priorities and ownership, drive decisions, and ensure effective resolution.
Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to manage incidents and drive cross-functional action.
Develop and maintain incident frameworks, severity criteria, escalation processes, playbooks, and governance that enable consistent and effective response.
Lead post-incident reviews and translate lessons from incidents, investigations, customer experiences, and emerging threats into clear, scalable policies and systemic improvements.
Develop and evolve consumer trust policies and decision frameworks covering areas such as fraud, abuse, scams , customer harm, remediation, and enforcement.
Partner with Product and operational teams to translate policies into processes, controls, product requirements, training, and customer experiences.
Identify recurring risks and advocate for improvements that reduce consumer harm and prevent recurrence.
Establish metrics and executive reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.