Product Manager - Customer Experience

Adobe - San Jose, CA4.3

Full-timeEstimated: $86,000 - $120,000 a year
The company:
At Adobe, we’re changing the world. How? we give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day — and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We’re a company that understands that product innovation comes from people innovating and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.

The challenge:
Adobe’s Customer Experience team is on a mission to delight millions of customers by advocating for improved experiences and supporting customers when they need help. Through our online resources, communities, and 1:1 care, our team engages with a broad global customer base, from individual consumers to Fortune 100 enterprises. We represent the voice of the customer and work closely with cross-functional teams across Adobe to make our products and policies better.

The Product Manager, Customer Experience is the business owner of the online and in-product experiences related to customer support and the underlying CRM, channel tools, and services needed to power such experiences. You will set the vision for the next evolution of support experiences at Adobe. You will define the experiences that route customers to support, allow customers to self-serve or interact with support, view their support history, and the data services that other teams can use to make support an integrated experience. You will also be responsible for identifying opportunities to leverage new technologies such as automation, artificial intelligence, and machine learning to help us deliver personalized service at scale. You will interact with Experience Designers, Product Managers, Support Delivery Managers, Program Managers, IT partners, subject matter experts and other operations specialists who all work together to support thousands of agents globally who in turn provide support to millions of Adobe’s customers.

Define product vision and roadmap for digital customer support experiences, including use of machine learning and artificial intelligence on our channel platforms (ex: chat, phone, SMS, mobile messaging, etc.) to provide modern and scalable experiences
Identify new areas for product development by analyzing customer requirements, market trends and competitive gaps. Champion and present opportunities to management and key stakeholders for consideration.
Develop product requirements based on input from stakeholders across the business (e.g., executives, customer support agents, service delivery managers, other product teams), integrate requirements into the product roadmap and provide accurate timelines and status back to stakeholders
Partner with Information Technology (IT) partners to coordinate development, implementation, and roll-out of new customer experiences and agent tools.
Work closely with self-service, community, and social teams to establish a seamless experience for our customers across all channels.
Advocate for support agents experience and end customer experience, enabled by our customer facing channel platforms. Anticipate agents and customers’ needs.
Develop metrics, systems, and processes to measure the effectiveness of the experiences we’re delivering, and be able to identify opportunities for further optimization.

  • Minimum of 5 years experience in product management, (experience with service design and/or customer support is a plus.)
  • Proven ability to develop, communicate and gain consensus on a product roadmap or feature set for a platform product supporting a consumer facing product portfolio
  • Demonstrated success in working with digital product teams – leading collaboration between external and internal engineering, UX, project management & product teams; shipping products that deliver results.
  • Strong analytical skills and a drive to experiment; demonstrated ability to use data to drive decision making in product development
  • Ability to manage complex builds through thoughtful prioritization and disciplines that drive towards delivery
  • Demonstrated ability to evaluate vendor products to meet current or future needs.
  • Bachelor’s degree in CS or related technical field, or relevant work experience.
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists . You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age , sexual orientation, gender identity, disability or veteran status.