Director of Product Management - Support Products

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

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 craft 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 building 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

The adobe.com Experience and Engagement team is looking for an experienced Director of Product Management to lead our Support Products. Our objective is to understand Adobe's customers' needs and provide effective, efficient, and excellent resolutions. Through our online help resources, chatbots, and 1:1 care, our team engages with a broad global customer base, from individual consumers to Fortune 100 enterprises. By delivering world-class support for our customers, we ensure our customers' success and help grow Adobe's business by improving end-to-end customer experience.

In your role as the Director of Product Management for Support Products, you will be responsible for shaping the future of Adobe's support experiences. This includes addressing complex issues such as search and chat responses powered by large language models, interactive conversational interfaces, machine learning driven suggestions, and proactive problem detection. You will spearhead the product strategy and implementation for our online help experiences, AI-powered assistants, pathways to 1:1 assistance, and agent desktop solutions that facilitate personalized support.

You will partner with cross-functional stakeholders to align business and product strategy, provide transparency into roadmaps, and manage expectations. You will lead a team of Product Managers to drive product success in collaboration with Engineering, Experience Designers, Support Delivery Managers, and Operations teams.

What you'll do

• Define the product vision and strategy for Customer Experience Support Products to create delightful experiences for Adobe's users
• Design and lead a multi-year roadmap, balancing short and long-term goals
• Engage regularly as a trusted advisor with business leaders to understand their strategy, end-to-end business processes, challenges, and priorities to inform product strategy, while providing transparency into roadmap and progress
• Partner with Engineering, UX, Analytics, and Operations teams to successfully deliver product initiatives
• Analyze and understand industry trends and emerging technologies to advance our product experiences and drive innovation
• Facilitate cross-team collaboration and timely decision-making to ensure effective execution of the roadmap
• Advocate for our customers (consumers, SMBs, and enterprises) by deeply understanding their problems, and developing new solutions
• Mentor, manage, and build a team of high-impact Product Managers to drive excellence in experience and execution across the portfolio

What you'll need to succeed

• Proven product management leadership experience of 10+ years, including leading highly versatile and diverse teams of product managers.
• Bias toward action with a track record of driving initiatives from conception to completion. You love developing a vision but are also able to get into the weeds and drive things on ground.
• Ability to collaborate actively & effectively with multidisciplinary team
• Demonstrated excellence in the areas of customer insight, strategy and planning, and product innovation.
• Inherently collaborative nature. Ability to lead through effective communication skills and partnership, enabling you to win hearts and minds of your peers to successfully implement a complex product roadmap.
• Track record of product or platform roadmap definition and execution
• Demonstrated experience working in a matrixed environment

Preferred Qualifications

• Experience building products spanning some of the following Artificial Intelligence domains: large language models, virtual agent products, chatbot services and tools, data-driven or predictive services, natural language and speech technologies
• Experience in Customer Support, including an understanding of the functionality and implementation of Agent Desktop, Channel tools, Call Center technologies
• Experience in AI-powered search and recommendations, knowledge management, and KCS

Get to know the team

Adobe's Digital Media Business Unit focuses on advancing innovative content and driving digital transformation of industries. Our creative and document solutions are used by designers, photographers, filmmakers, content publishers, storytellers, UX designers, knowledge workers, consumers and more. Through our connected apps and services, customers have all the tools and assets they need to create and manage content across desktop and mobile devices.

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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