Group Manager, Customer Engineering (Technical Support)

Group Manager, Customer Engineering (Technical Assistance)

San Jose

Join Adobe as a Group Manager, Customer Engineering (Technical Support) and lead a dedicated team of Support Managers in delivering flawless customer service! This is an outstanding chance to promote operational excellence, cultivate a collaborative and inclusive environment, and represent our Customer Engineering organization on a global scale. We seek a leader with a proven record of inspiring teams, managing complex customer support functions, and excelling in executive communication.

People Leadership & Team Management

• Directly manage Senior Managers and Managers, ensuring accountability for team performance and development
• Foster a positive, inclusive culture that motivates teams to exceed expectations
• Set and monitor quarterly goals; provide continuous mentoring and feedback
• Attract, hire, and retain top talent to build leadership strength within the organization
• Promote Adobe values and leadership principles across the team

• Coordinate performance outcomes, including Customer Satisfaction (CSAT), Agent Satisfaction (ASAT), and Average Resolution Days (ARD)
• Evaluate metrics to identify trends and opportunities; initiate corrective actions and improvement strategies
• Plan team structure, prioritization, and headcount to meet business needs

• Maintain awareness of key blocking issues and at-risk accounts
• Partner with customers during critical blocking issues, demonstrating negotiation skills and executive presence
• Collaborate cross-functionally to resolve issues and protect customer trust

• Represent the Americas Customer Engineering group in international forums
• Partner with global leaders to ensure process consistency and alignment
• Work with Sales, Services, Engineering, and Product Management to improve customer experience

• Drive operational and process improvements based on feedback and case trends
• Encourage critical thinking and industry guidelines to improve support quality and efficiency
• Lead special initiatives like product launches and operational transformations

Experience & Education

• Bachelor's degree or equivalent experience in the industry required
• 12-15 years in a fast-paced, enterprise-level software or SaaS environment
• 6-8+ years of people management experience, including managing managers

• Outstanding communication skills; ability to explain complex technical concepts
• Strong analytical and critical-thinking skills; data-driven approach to decision-making
• Familiarity with SaaS platforms; Adobe Experience Platform and/or AEM experience preferred
• Proven ability to influence and negotiate effectively with customers and internal partners

• A highly engaged leadership team delivering strong quarterly results
• Achievement of CSAT, ASAT, and ARD targets
• Accurate representation of the Americas organization in global forums
• Strong cross-region and cross-functional partnerships with minimal process fragmentation
• Improved customer retention and reduced blocking issue risk through proactive leadership

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe's industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We're on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

Let's Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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, email accommodations@adobe.com or call +1 408-536-3015.

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI - and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it's restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range:

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.