Program Manager
Program Manager
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Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were 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 drive
strategic initiatives and operational excellence within our Customer Engineering team. This
dualrole blends program management expertise with highlevel operations leadership to
ensure alignment efficiency and superior execution across our team. The ideal candidate
will be someone who can manage complex projects streamline processes and offer valuable
insights to leadership all while ensuring the delivery of topnotch technical support and
digital solutions to our customers.
Key Responsibilities:
Program Management:
CrossDepartment Collaboration: Act as the point of contact between Operations and the
Customer Advocacy team supporting initiatives that drive customer engagement.
Customer Experience Projects: Contribute to shaping and advancing customer
experience projects specifically within Product and Technical Operations.
Liaison Role: Work closely with various teams across the business to identify and address needs and
drive initiatives with a customer impact.
Program Oversight: Lead customerfocused programs especially when PMO resources are
unavailable ensuring smooth execution of key initiatives.
Service Delivery Improvements: Actively participate in initiatives aimed at improving service
delivery across Product teams.
SLA and OLA Management: Develop track and maintain Service Level Agreements (SLAs) and
Operational 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 that
assess the success of service delivery improvements
Strategic Connector: Serve as the strategic link between the India operations team and Business
Operations leaders at headquarters ensuring alignment on global initiatives and reporting.
VP Operations Support: Provide highlevel insights to the VP of Customer Engineering by
managing priorities identifying organizational gaps and equipping leadership with the right
information for strategic decisionmaking.
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 Indiarelated 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 bachelors degree in business Engineering Computer Science or a related field; an MBA or
advanced degree is preferred.
8 years of experience in program management operations or a similar role ideally in a
technical or customerfacing environment.
Strong understanding of technical support processes digital experience solutions and
customerfocused strategies.
Excellent organizational analytical and problemsolving abilities.
Exceptional communication and interpersonal skills with the ability to work effectively across
teams 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 fastpaced dynamic environment managing multiple priorities with
precision.
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 problemsolving.
Leadership and influence.
Crossfunctional 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 fastpaced environment dedicated to delivering exceptional
customer 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 the
role but is not exhaustive. The successful candidate will need to adapt to changing business
needs and contribute to the overall success of the Customer Engineering team. Adobe is an
equal opportunity employer and we celebrate diversity in all forms while fostering an
inclusive workplace.
Adobe is proud to be anEqual Employment Opportunityemployer. 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 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 emailor call (408).
Required Experience:
Manager
Employment Type
Full-Time
