Sr. Community Engagement Strategist

Adobe•San Jose, CA

About The Position

Our Company 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! The Opportunity Adobe's Digital Enablement and Care community team is responsible for helping millions of users find success with Adobe's products. We engage with our customers various platforms, including HelpX, Adobe Community Forums, and online communities like Discord, YouTube, Twitter, and Facebook. Through proactive content and collaboration with real-world experts, we help inspire and empower our community through solutions, creativity, and driving meaningful engagement. We are looking for a Senior Community Engagement Strategist to lead and scale customer engagement within Adobe Express communities. This role will play a pivotal part in shaping the future of the community experience -- delivering a vibrant space for customers to connect, exchange knowledge, and provide support all while flexing for an AI-first world. Being at the forefront of Communities, you’ll not only respond to customers, but also create inspiring content that drives engagement through impactful discussions and programs. Your expertise in inspiring participation and building relationships will energize the community and unlock new opportunities for growth, innovation, and customer success. Outside of driving meaningful interactions, advocating for customers will be your daily grind. You’ll translate customer insights into actionable improvements, and partner with cross-functional teams to amplify customer and community voice and value across the business. The ideal candidate is passionate about championing customer voice, able to influence and inspire change with data, and has experience growing communities at scale.

Requirements

7+ years of experience developing plans for community engagement and driving initiatives end-to-end with measurable outcomes in a fast-paced environment
Demonstrated experience building and managing engaged online communities, with a track record of driving meaningful growth and loyalty
Expertise in using and training others in genAI or automation tools for content creation, issue resolution, and effective community engagement.
Strong operational management skills include tracking important performance measures. You should also proactively identify issues or areas for improvement. Then develop and implement effective action plans to achieve results.
Expertise in creative fields (e.g. photography, graphic design, etc.) , applications, and common tools and workflows, as well as experience and activity in online communities like Reddit and Discord.
Exceptional written and verbal communication skills, with the ability to facilitate conversations, inspire advocates, and manage challenging situations with empathy.
Strong analytical approach: adept at using data, insights, and sentiment analysis to measure engagement, influence strategy, and report on community impact.
Experience building partnerships with external experts, influencers, and advocates as well as internal product, support, and business leaders and collaborators.
Deep understanding of customer lifecycle, engagement metrics, and business alignment for results built by user involvement.
Comfortable multitasking, adapting to change, and collaborating across subject areas in a fast-paced, dynamic environment.
Proficiency with major community, analytics, and customer engagement platforms and tools such as Gainsight, Khoros, Sprinklr, etc.

Responsibilities

Develop and lead Express’ community strategy and drive initiatives that nurture a vibrant creative community, increase engagement, and foster belonging among customers and advocates
Respond to and resolve customer questions, issues, feedback, etc. and proactively create, publish, and curate content in our communities that meet target community metrics and goals.
Create engaging content for the community, including posts, announcements, videos, and other activities about products, features, workflows, and standard processes.
Drive product fixes and improvements by amplifying customer voice through data, feedback and insights across Care teams
Modernize community support by demonstrating AI and digital innovation to scale engagement
Identify, attract, and grow relationships alongside outside specialists, partners, and passionate advocates to enrich community knowledge and elevate brand influence.
Coordinate Community operations, proactively finding opportunities to optimize operational health, engagement, and insights to inform strategy
Develop ongoing and deep product and domain expertise through hands-on learning and projects that contribute back to the community and teams.
Mentor junior members to develop engaging content and effectively support customers
Ensure team and community adherence to quality standards, guidelines and metrics