Social Care & Community Management Lead

Adobe is changing the world through digital experiences. We empower people to create beautiful images, videos, and apps, and transform the way companies interact with customers across every screen.

We are on a mission to hire the best people and are committed to creating exceptional employee experiences where everyone is respected and has equal opportunity.

As the Social Care & Community Management Lead, you will run Adobe’s global social care, community response, and product‑adjacent engagement strategy. You will develop how Adobe supports customers in moments where transparency, compassion, and accuracy matter most and modernize our entire response ecosystem, improve response quality, strengthen product feedback loops, and build new standards for how Adobe participates in social and community spaces and forums.

• Own end‑to‑end social care strategy across reactive response, proactive engagement, and product‑focused support.
• Modernize community engagement across social channels, forums, and other community platforms.
• Create structured customer feedback loops that convert comments, complaints, and praise into actionable insights.
• Oversee quality assurance, training programs, and coaching models that improve consistency and empathy across all responses.
• Shape a roadmap for next‑generation social care, including AI‑assisted response models and improved knowledge tools.
• Manage global social care and community management teams, vendor partners, and platform relationships.

• Strong experience leading social care or community management programs at scale for global organizations.
• Deep knowledge of social support operations, tone strategy, and response QA; 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 Communications 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.

The U.S. pay range for this position is $129,900 – $229,700 annually. Pay within this range varies by work location and may also depend on job‑related knowledge, skills, and experience.

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 applicable characteristics protected by law.

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