Adobe · 58 minutes ago
Social Care & Community Management Lead
San Francisco, CA
Full-time
Onsite
Senior Level
$130K/yr - $230K/yrAdobe is a company dedicated to changing the world through digital experiences. The Social Care & Community Management Lead will oversee Adobe's global social care and community engagement strategy, aiming to enhance customer trust and ensure a unified brand voice across all channels.
Artificial Intelligence (AI)ConsultingEnterprise SoftwareGraphic DesignImage RecognitionPhoto EditingSaaSSoftwareUX DesignWeb Design
Responsibilities
Lead Adobe’s Global Social Care Strategy
Own the end-to-end strategy care on social across reactive response, proactive engagement, and product-focused support. Establish standards for speed, quality, tone, empathy, and brand consistency. Build a comprehensive operating framework that includes workflow design, QA programs, tools, training, and solution paths
Transform Community Management and Product Advocacy
Modernize community engagement across social channels, forums and other community platforms. Strengthen product education and advocacy through intentional and helpful conversations with users. Identify recurring issues, sentiment trends, and community themes that can be shared with Product, Customer Care, Comms, and Marketing partners
Turn Social Into a Scalable Customer Feedback Engine
Create structured feedback loops that convert customer comments, complaints, and praise into actionable insights. Work closely with Product, Engineering, and Customer Care to improve triage models, trending assessments, and the resolution of systemic issues. Deliver reporting frameworks that highlight volume, topics, sentiment shifts, operational performance, and business impact
Elevate Response Quality and Brand Trust
Help co-define a clear voice-of-brand for social care and community interactions. Oversee quality assurance, training programs, and coaching models that improve consistency and empathy across all responses. Partner with Legal, Corporate Communications, and leadership during high-visibility moments or crisis scenarios
Drive Innovation in Care and Community Engagement
Shape a roadmap for next-generation social care, including AI-assisted response models and improved knowledge tools. Explore new community surfaces, creator-native channels, and emerging engagement formats. Test new programs, rituals, and scalable ways to strengthen user loyalty and value
Lead Teams and Cross-Functional Partnerships
Manage global teams responsible for social care and community management. Oversee vendor partners, staffing models, and platform relationships. Collaborate with the broader social team, product teams, measurement teams, and partners across Adobe to ensure alignment and impact
Qualification
Required
Strong experience leading social care or community management programs at scale for global organizations
Deep knowledge of social support operations, tone strategy, response QA with a background managing communities on platforms like Reddit, Discord and other social forums
Ability to translate user issues and insights into clear action for cross-functional partners
Comfortable collaborating alongside Product, Engineering, Legal and Comms during sensitive or complex situations
Demonstrated success managing global teams and external partners
Excellent communication skills with a focus on clarity, empathy, and precision
Experience handling large-scale care incidents or crisis situations
High level of operational rigor and attention to detail
Familiarity with platforms such as Sprinklr, Khoros, or similar tools
Benefits
Long-term incentives in the form of a new hire equity award
Company
Adobe
Adobe is a software company that provides its users with digital marketing and media solutions.
Founded in 1982
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
Company data provided by crunchbase