Program Manager

Our CompanyChanging 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! Role Overview:We are seeking a highly organized, proactive, and collaborative Program Manager to drivestrategic initiatives and operational excellence within our Customer Engineering team. Thisdual-role blends program management expertise with high-level operations leadership toensure alignment, efficiency, and superior execution across our team. The ideal candidatewill be someone who can manage complex projects, streamline processes, and offer valuableinsights to leadership, all while ensuring the delivery of top-notch technical support anddigital solutions to our customers.Key Responsibilities:Program Management:• Cross-Department Collaboration: Act as the point of contact between Operations and theCustomer Advocacy team, supporting initiatives that drive customer engagement.• Customer Experience Projects: Contribute to shaping and advancing customerexperience projects, specifically within Product and Technical Operations.• Liaison Role: Work closely with various teams across the business to identify and address needs anddrive initiatives with a customer impact.• Program Oversight: Lead customer-focused programs, especially when PMO resources areunavailable, ensuring smooth execution of key initiatives.• Service Delivery Improvements: Actively participate in initiatives aimed at improving servicedelivery across Product teams.• SLA and OLA Management: Develop, track, and maintain Service Level Agreements (SLAs) andOperational Level Agreements (OLAs) to meet business objectives.• Continuous Improvement: Proactively identify areas for enhancement, share lessons learned,and encourage a culture of improvement within the team.• Metrics Development: Collaborate to define key performance indicators and metrics thatassess the success of service delivery improvements• Strategic Connector: Serve as the strategic link between the India operations team and BusinessOperations leaders at headquarters, ensuring alignment on global initiatives and reporting.• VP Operations Support: Provide high-level insights to the VP of Customer Engineering bymanaging priorities, identifying organizational gaps, and equipping leadership with the rightinformation for strategic decision-making.• Project Leadership: Lead and drive special projects across the business unit (BU),collaborating with multiple stakeholders to ensure successful outcomes.• India & Global Reporting: Serve as the primary point of contact for all India-related reporting,including managing the quarterly India & Global report and coordinating site- level activities.• Resource Planning and Allocation: Manage headcount allocation and operations planning,ensuring alignment between resources and business priorities.Qualification Required:• A bachelor’s degree in business, Engineering, Computer Science, or a related field; an MBA oradvanced degree is preferred.• 8+ years of experience in program management, operations, or a similar role, ideally in atechnical or customer-facing environment.• Strong understanding of technical support processes, digital experience solutions, andcustomer-focused strategies.• Excellent organizational, analytical, and problem-solving abilities.• Exceptional communication and interpersonal skills, with the ability to work effectively acrossteams and with senior leadership.• Proficiency in project management tools (e.g., Jira, Asana, Trello) and data analysis platforms(e.g., Excel, Tableau).• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities withprecision.Preferred Qualifications:• Experience in Customer Engineering, Technical Support, or Digital Experience teams.• Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud).• Knowledge of digital transformation trends and emerging technologies.• Prior experience in project management or similar strategic Program manager operations role.Key Competencies:• Strategic thinking and problem-solving.• Leadership and influence.• Cross-functional collaboration and teamwork.• Attention to detail and high standards of execution.• Adaptability and resilience in a changing environment.Why Join Us?• Work in an innovative, fast-paced environment dedicated to delivering exceptionalcustomer experiences.• Play a pivotal role in shaping the future of technical support and digital solutions.• Collaborate with a passionate, diverse team focused on driving customer success.This job description provides an outline of the core responsibilities and qualifications for therole but is not exhaustive. The successful candidate will need to adapt to changing businessneeds and contribute to the overall success of the Customer Engineering team. Adobe is anequal opportunity employer, and we celebrate diversity in all forms while fostering aninclusive workplace.Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.