Senior Mgr, ACS Program Management (NonTech)

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Our Company

Adobe is all about changing the world through digital experiences. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps and transforming how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

ACS Customer Engineering team is looking for a Senior Manager to join our team.

We are looking for a Senior Manager with strong prioritization skills and a professional presence who can optimally coordinate teams within and outside the department, including collaborators, customers, and partners. Monitor the project roadmap for the teams from initiation through delivery, including planning, advising schedules, and supervising budget/spending. Prioritize cross-functional activities, ensuring completion of the project, i.e., the product, on schedule and within budget constraints.

What You'll Do

ACS Strategic Program manages a team of program managers (PgM) who lead and run pivotal programs in the Adobe Digital Experience Customer Success business. The PgMs own strategic and operational planning, managing, tracking, reporting, communication, and execution of key programs across Adobe's Field organization.

Leading the ACS Strategic Program team requires both strategic and tactical approaches to ensure we drive programmatic rigor across the CS Strategy & Operations organization. The senior manager is required to lead and demonstrate standard Program Management methodology across all team members, ensuring efficiency scalability, and consistency across the team. They will drive global partnerships across the Adobe ecosystem and be instrumental leaders in the Global Customer Success Strategy and operations organization.

What You'll Do:

• Partner with Customer Success SIO and Field leaders to help build and implement strategic program plans mapped to the organization's go-to-market strategy.
• Lead, mentor, and develop a distributed team of Program Managers to deliver the highest quality and intended customer value
• Lead creation of standardization and operational rigor across all aspects of program development, including defining scope, project timelines, and task assignments across a global set of stakeholders, highlighting dependencies/risks, regular communication to the Field, change management, and creating critical pivots as needed based on relevant feedback.
• Provide leadership over all programs led by PgM while driving accountability on top-notch execution across the PgM team.
• Lead critical cross-functional meetings to align team, driving agenda/action items, ensuring relevant insights are widely shared, and working through issues to ensure delivery.
• Fulfill the responsibility of being the go-to person for details on the pivotal initiatives in the portfolio, and the portfolio.
• Work with your PgM team to prepare regular executive-facing readouts of program performance, call risks, and hold the team accountable.
• Bring program management difficulty and relevant enablement for the Programs team and strive for continuous improvement to our program management approach.
• Understand the unique challenges of a matrixed environment and approach them with an informative and problem-solving lens.
• Develop, evaluate, and implement improved processes, methods, and tools to continually improve software support efficiency.
• Report on the status of quality, operations, support, and system performance to management.
• Leadership and communicate well with various partners, managers, and team members.

What you need to succeed

• 10+ years of enterprise application support, process improvement, and program management experience.
• Minimum 5 years of leadership experience (leading software support teams)
• Working understanding of enterprise platforms and applications (i.e. Zendesk, Gainsight, Jira.. etc.)
• Experience leading large geographically distributed core teams
• Excellent verbal and written communication, presentation and facilitation skills. Strong analytics & discernment are essential.
• Experience with Agile, Kanban, scrum, and other industry-standard development methodologies
• Proven experience leading/implementing self-service & knowledge management
• ITSM/ITIL Foundations, LSS Certifications, or PMP desired
• Ability to work both independently and as part of a team in a fast-paced environment
• End-to-end, comprehensive, strategic problem solver
• Ability to travel up to 25% (when possible)

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.

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