Group Manager, Customer Engineering; Technical Support

Overview

Job Title:

Group Manager, Customer Engineering (Technical Assistance)

Location:

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
• Operational Excellence & Performance Management
  • 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
• Customer Advocacy & Blocking Issue Management
  • 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
• Cross‑Functional & Global Partnership
  • 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
• Continuous Improvement & Strategic Initiatives
  • 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
• Skills & Proficiencies
  • 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

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.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all…