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! Adobe is a place where exceptional people work – don’t just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 13th, for Great Place to Work. We’re proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit https://benefits.adobe.com/jp We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement. We know that people are the differentiator in our business, and that's why we want to meet you! Our TeamWe are a team that provides customer service to individual and business customers. We don’t support customers to solve the issue, we are here to help customers to be more successful unlocking Adobe membership value. Closing a sale is just the beginning. To truly succeed, our customers need to derive maximum value from our products and stay with us for life.Collaborating with business partners, we facilitate the sales process and expedite the setup of customers with our solutions. We apply our expertise and interpersonal abilities to achieve significant wins for both our customers and Adobe.The Opportunity The Adobe Integrated Customer Experience team is seeking a passionate and dedicated individual to join our Japan and APAC teams. The Operations Manager - Sales & Customer Service oversees third-party partner vendor team who provide customer support for Individual and Business customers. This role is a highly critical position; it supports partner growth as a trusted business partner and significantly impacts Adobe's overall business.Job ResponsibilitiesPartnership and Operations Management:Lead the operations as a business leader with a strong focus on driving revenue growth and contributing to Adobe's success.Strategically manage service delivery partners to ensure high performance that supports both customer satisfaction and revenue growth.Act as the primary conduit of information and communication between Adobe and service delivery partners.Conduct regular site visits, meetings, and presentations with service delivery partners to review operations and performance metrics.Ensure partners are aligned with Adobe’s strategy and are accountable for performance metrics outlined in the contract.Efficiency, Quality, and Engagement Improvement:Identify and execute process improvements with measurable impact on operational efficiency, customer experience, and sales contribution.Drive efficiency, quality, and engagement at partner locations.Assist partners in resolving service delivery issues and restoring quality and efficiency standards.Collaborate with Training and Quality leaders to ensure agents are equipped with knowledge and communication skills to influence customers.Contribute thought leadership on standard methodologies for business transformation.Data and Reporting:Provide key data and metrics reporting on service delivery partner operations and performance.Collaborate with managers and partners to plan for capacity and resourcing requirements.Ensure partners have the necessary resources to complete operations successfully.Global Collaboration:Build collaborative relationships with other regions to address operational and business challenges.Collect feedback from the partner team and collaborate with the global process improvement team.Promote best practices globally to ensure consistency in service excellence and partner effectiveness in driving business growth.What You Need to SucceedA customer -and revenue-centric mindset focused on delivering operational and sales excellence.Minimum 5 years of experience managing a customer support team or inbound sales team with a proven impact on business outcomes.At least 2 years of managerial experience managing end-to-end contact center partner operations.Experience managing customer support operations through email, voice, and chat.Excellent organizational and multitasking skills.Proficiency in Japanese and business-level English.A passion for Adobe products and the ability to communicate the value to drive customer interest.The ability to embrace teamwork while being an independent, proactive self-starter.Preferred ExperienceProven experience as a manager in a business process outsourcing (BPO) or sales operations environment.Demonstrated success in achieving revenue targets and contributing to sales growth in a contact center or sales operations role.Familiarity with process improvement methodologies such as Six Sigma.COPC certified or relevant level of knowledge.Adobe for All Adobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices to Employee Networks and programs designed to make everyone feel included, we're committed to fostering a diverse and inclusive workplace for all. Take the plunge and jump in Like what you have read and keen to jump in? Think you might not have all the skills we are looking for? Just take the plunge and apply – we know that by bringing together a diverse group of people, we are so much better together. We'd love to see where we can help drive Creativity for All together. 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.
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