Director of Software Engineering & Applied AI (Level 6) â Product Success Engineering, Adobe Experience Platform
Director of Software Engineering & Applied AI (Level 6) â Product Success Engineering, Adobe Experience Platform
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$ 179300 - 354600
1 Vacancy
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!
About the Role
The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking an innovative Director of Software Engineering & Applied AI to lead the development of AI agents tooling and automation to help customers directly support operate and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio. Your work will help fundamentally transform how we serve support and accelerate time-to-value for our customers by empowering them directly with engineering best practices.
As the engineering leader you will be responsible for the design and development of Agentic-first solutions that span across core customer success domains:
Troubleshooting & Support- Solve AEP customer support issues through intelligent diagnosis deflection and resolution systems that leverage AI agents for automated issue diagnosis intelligent ticket creation/routing and self-service troubleshooting capabilities
Run & Operate- Proactively monitor remediate and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows performance optimization agents and predictive scaling mechanisms that maintain AEP customer-specific implementation reliability
Adoption & Value- Advise accelerate and grow AEP customer adoption and value realization through customer journey intelligence systems use case & feature adoption recommendations and usage pattern analysis tools
In this role you will collaborate with other members of our multidisciplinary team including solution architects and data scientists to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes.
Key Responsibilities
Strategic Leadership & Vision
Define and execute the technical strategy for AI-powered customer success solutions across Adobes AEP portfolio aligning engineering initiatives with business objectives and customer outcomes
Lead the design and development of agentic AI systems that autonomously diagnose prevent and resolve customer issues while accelerating adoption and value realization
Team Management & Organizational Development
Build mentor and scale a world-class multidisciplinary engineering team of 15-25 engineers data scientists and solution architects fostering a culture of innovation customer obsession and technical excellence
Collaborate effectively across multiple vertically aligned engineering teams product management UX design and field organizations to ensure seamless integration of customer success solutions into AEP
Product & Technical Execution
Oversee the end-to-end development lifecycle of intelligent automation systems AI agents and customer intelligence platforms that transform reactive support into proactive data-driven customer success operations
Drive the implementation of customer-facing analytics predictive insights and recommendation engines embedded directly into AEPs user experience to enable self-service optimization
Customer Success Engineering Innovation
Champion the development of scalable automation solutions targeting 85% first contact resolution rates 99.9% platform uptime and measurable customer health score improvements
Establish engineering best practices for AI model deployment system reliability and operational excellence while ensuring compliance with security privacy and regulatory standards
Cross-Functional Partnership & Influence
Serve as the technical voice of customer success engineering in executive forums translating complex technical concepts into business impact and strategic initiatives
Partner closely with Forward Deployment Engineers Field Support Consultants and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions
Required Qualifications
Educational Foundation & Core Experience
Bachelors degree in Computer Science Engineering or related technical field with 10 years of software engineering experience including 5 years in engineering leadership roles managing teams of 10 engineers
Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems including deep understanding of LLMs generative AI prompt engineering and RAG architectures
Technical Leadership & Architecture
Proven track record of architecting and delivering large-scale cloud-native platforms and distributed systems with expertise in microservices API design and enterprise integration patterns
Strong background in customer intelligence platforms analytics systems and data pipeline architecture with experience building real-time decision engines and predictive modeling systems
Product and growth mindset with a strong ability to translate customer challenges into scalable automated solutions that drive adoption and business impact
Customer Success & B2B SaaS Expertise
Deep understanding of B2B SaaS customer success methodologies including customer health scoring churn prediction adoption analytics and expansion revenue optimization
Experience leading customer-facing engineering teams or technical account management organizations with demonstrated ability to translate customer feedback into product improvements
Leadership & Communication
Exceptional communication skills with the ability to influence senior stakeholders present to executive leadership and drive alignment across diverse technical and business teams
Proven ability to hire develop and retain top engineering talent while fostering inclusive high-performance team cultures focused on customer outcomes
Preferred Qualifications
Experience embedding self-service BI AI-powered recommendations and workflow automation into enterprise SaaS products
Knowledge of customer engagement strategies marketing automation and digital adoption platforms
Expertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer certifications a plus
Why Join Us
Lead the development of cutting-edge AI-powered success enablement solutions that transform how businesses adopt and realize value from AEP
Acquire a unique customer-oriented end-to-end horizontal perspective working across and within the entire AEP Apps portfolio
Enable both internal Adobe teams and external customers to deploy high-impact AEP use cases with speed efficiency and measurable results
Collaborate with industry experts in MarTech AI-driven personalization and digital experience analytics
Competitive compensation stock options and a culture of innovation and inclusion
At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting) the application window will remain open until at least the date and time stated above in Pacific Time in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location no specific application window applies and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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Required Experience:
Director
Employment Type
Full-Time
