Mgr Technical Support 2

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! Making an impact at a global level does not get bigger than this! At Adobe, you will deliver exceptional customer service to global customers while consistently seeking to exceed expectations on all counts. You will be leading from the front with a go-getter approach and people first outlook to everything that you do.What you will doRun the end-end operations of a team of highly skilled technical support professionals24 X 5 support operations over phone and web messaging, primarily supporting the North American regionDeliver exceptional business value via continuous improvement of critical metrics like CSAT, Service Levels, Agent productivity etc.Ownership of strategic projects on improving operational efficiency via tried frameworks six-sigma methodologyDeliver monthly insights & analysis for bug fixes and product improvement to leadershipDrive high-visibility critical issuesEnd-to-end ownership of tactical strategies that maintain a scalable balance between agent experience, customer expectations and business outcomesDeploy validated Organizational change frameworks like ADKAR / ITIL to facilitate operational agility while still maintaining stabilityStrategic hiring, development and retention of talentCoaching & mentoring the team to help with exceptional business outcomes & cultureEncouraging a positive, fun, and motivating environment to enhance employee performance and customer satisfactionEnsure diversity of skills, experience, and abilities across his/her team.Required Skills:Impeccable written and oral communications skills. Good documentation skillsKnowledge of 6-sigma methodology would be preferableTechnically proficient in software application troubleshooting, Win/MACOSX and basic networksStrong ability to collaborate & influence executives, senior leaders and associates, alikeEffective presentation skills & ability to influence key partners, is advantageousStrong understanding of products, their technical specifications and applicationsEmotionally intelligent, strong interpersonal & cross-functional teamwork skillsKnowledge of CRM / ticketing systems such as Customer One, Hendrix, JIRA etc.Essential Qualifications:Bachelor’s degree with a minimum of 8-10 years of work expMust have led multifaceted technical customer concerns, end-to-endDemonstrated experience in leading high-volume contact center operations