Adobe · 4 months ago
Group Manager, Strategic Customer Care Americas
San Jose, California, United States of America
Full-time
Onsite
Director/Executive
$137K/yr - $251K/yr
10+ years expAdobe is a company dedicated to changing the world through digital experiences. They are seeking a Senior Leader for Americas Strategic Care to manage critical enterprise relationships, resolve escalations with empathy, and drive operational excellence through strategic solutions.
Artificial Intelligence (AI)ConsultingEnterprise SoftwareGraphic DesignImage RecognitionPhoto EditingSaaSSoftwareUX DesignWeb Design
Responsibilities
Champion Adobe’s mission in every interaction: Ensure critical situations are resolved in ways that reinforce trust and enable creativity, transforming moments of risk into moments of loyalty
Build executive-level relationships: Partner with Customer Engineering, Customer Success, Sales, and Product leadership to align on priorities and deliver world-class experiences
Lead and inspire a regional organization focused on resolving complex customer situations: Drive accountability, engagement, and performance across high-stakes situations
Serve as regional strategic care authority: Be the go-to leader for critical issues, outages, and executive-level interventions
Shape and implement strategic resolution frameworks: Continuously improve processes, methodologies, and automation to deliver proactive, predictable outcomes
Influence Adobe’s customer care strategy: Provide insights and recommendations to leadership based on data, trends, and customer feedback
Develop and grow talent: Recruit, mentor, and empower an impactful team with a culture of empathy, resilience, and innovation
Maintain deep product and ecosystem knowledge: Stay current on Adobe Digital Experience solutions and advocate for customer-centric improvements
Qualification
Required
Executive presence and influence: Ability to engage confidently with C-Suite counterparts and internal leaders
Proven senior leadership experience (10+ years) managing distributed teams in high-pressure environments
Strategic attitude: Skilled at balancing immediate resolution with long-term process and customer experience improvements
High emotional intelligence: Navigate complex situations with empathy and clarity
Expert problem-solving: Combine technical knowledge with business understanding to resolve issues creatively
Deep knowledge of Adobe DX solutions and enterprise customer use cases
Operational excellence: Ability to work autonomously, prioritize effectively, and deliver results in a fast-paced environment
Global perspective: Comfortable working across cultures and geographies to drive alignment and success
Benefits
Annual Incentive Plan (AIP)
New hire equity award
Company
Adobe
Adobe is a software company that provides its users with digital marketing and media solutions.
10001+ employees
H1B Sponsorship
Adobe has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1160)
2024 (1217)
2023 (750)
2022 (878)
2021 (742)
2020 (477)
Funding
Current Stage
Public CompanyTotal Funding
$2.5MKey Investors
Apple
1986-08-20IPO
1984-10-01Series Unknown· $2.5M
Leadership Team
Shantanu Narayen
CEO
Dan Durn
Chief Financial Officer
Recent News
2026-01-16
2026-01-16
Company data provided by crunchbase