Sr. Community Engagement Strategist

Adobe•San Jose, CA

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. Our goal is to recruit the very best and we are committed to crafting outstanding 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 innovative solution could come from you! 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 and Adobe Community Forums. 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 Specialist to lead and scale customer engagement within Adobe Express Community Forums. 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 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 drive change with data, and has experience growing community forums at scale.

Requirements

7+ years of experience developing community forums strategy and driving initiatives end-to-end with measurable outcomes in a fast-paced environment
Demonstrated experience in building and managing engaged online communities. Has a track record of encouraging meaningful growth and dedication. Also experienced in communities like Reddit and Discord.
Strong operational management skills, including the ability to monitor key metrics, proactively identify issues or areas for improvement, and develop and implement effective action plans to drive results
Exceptional written and verbal communication skills, with the ability to facilitate conversations, inspire advocates, and manage challenging situations with empathy.
Strong analytical mindset: adept at using data, insights, and sentiment analysis to measure engagement, influence strategy, and report on community impact.
Experience building partnerships alongside outside specialists, influencers, and advocates as well as internal product, support, and business leaders and interested parties.
Deep understanding of customer lifecycle, engagement metrics, and business alignment for outcomes shaped by user involvement.
Comfortable multitasking, adapting to change, and collaborating across disciplines in a fast-paced, dynamic environment.
Proficiency with major community, analytics, and customer engagement platforms and tools such as Gainsight, Khoros, Sprinklr, etc.

Nice To Haves

Expertise in creative fields (e.g. photography, graphic design, etc.) , applications, and common tools and workflows
Expertise in using and training others in genAI or automation tools for content creation, issue resolution, and effective community engagement.

Responsibilities

Develop and lead Express’ community forum 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 community forums that meet target metrics and goals.
Create engaging content for the community forums, 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 leveraging AI and digital innovation to scale engagement
Identify, attract, and grow relationships with external experts, partners, and passionate advocates to enrich community forum knowledge and elevate brand influence.
Lead all aspects of Community forum 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 benefit surrounding groups and teams.
Mentor junior members to develop engaging content and effectively support customers
Ensure team and community adherence to quality standards, guidelines and metrics