Senior Manager, Digital Care & Engagement

We are looking for an ambitious Mgr, Digital Care & Engagement to lead our Customer Care efforts across digital channels. This is an outstanding opportunity to craft the future of customer engagement at Adobe, located in Noida. You will manage a dynamic team of community, social, and/or App Store specialists and strategists, ensuring we deliver flawless customer experiences.

Your role will encompass assessing, training, and motivating team members to build high-performing teams. You will be responsible for continuous improvements to our platforms and processes, ensuring outstanding user engagement on Adobe's Digital channels.

What you will do

• Lead a high-performing Engagement & Insights team, improving team skills, capabilities, and efficiency.
• Ensure the high-quality execution of customer engagement efforts, addressing user needs and opportunities, and measuring impact against goals and critical metrics.
• Own and drive strategy, roadmap, priorities, and initiatives within a specific business category.
• Deepen data insights and analysis of customer needs for community, products, and categories.
• Work closely with product teams to boost customer empathy and endorsement, improve product quality, and achieve category objectives and key results.
• Collaborate with key partners such as platform, product marketing, influencers, and other teams/leads to advocate for our customers.
• Drive improvements to platforms, content, data sourcing, insights, and the adoption of technology solutions and processes.
• Facilitate and refine community and social management processes such as moderation, handling sensitive issues, and quality control.

Experience, qualities, & qualifications

• Over 5 years of experience in managing people and leading central initiatives.
• Ability to wear multiple hats – People manager, platform expert, storyteller, and data analyst.
• Excellent cross-functional leadership skills with a growth mindset.
• Outstanding communication, collaboration, and presentation skills.
• Strong storytelling with an emphasis on impact and value.
• Empathetic and strategic leadership for international, distributed teams.
• Comprehensive understanding of social media and the intricacies of interactions across existing and emerging channels.
• Expertise in data analysis and insights to measure performance, impact, and identify trends.
• Knowledge of Adobe apps and creative tools is a definite plus.