Policy and Incident Specialist

What you’ll do

• Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution.

• Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications.

• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action.

• Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence.

• Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks.

• Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement.

• Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences.

• Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents.

• Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

• Bachelor’s degree - Tech, economics

• 5 years+ experience

• Strong judgment and demonstrated ability to make effective decisions in complex, ambiguous, and rapidly evolving situations.

• Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field.

• Proven ability to coordinate complex cross-functional initiatives and drive outcomes across teams without direct authority.

• Experience developing policies, decision frameworks, playbooks, governance models, or scalable operational processes.

• Strong analytical and problem-solving skills with the ability to move from individual incidents to broader trends, root causes, and systemic risks.

• Ability to balance fraud and consumer protection with customer experience, business impact, operational feasibility, and risk.

• Strong program management skills with a structured and methodical approach to execution, accountability, and follow-through.

• Excellent written and verbal communication skills, including the ability to communicate complex or sensitive issues clearly to senior stakeholders.

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 Gen Studio 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.

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…