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

Adobe Commerce Cloud is the world's leading digital commerce platform. As a Director of Enterprise Support and Engineering, you will lead an outstanding customer support engineering team and cultivate a continuous learning environment across all support levels, recruit and hire top performers, evolve onboarding programs to reduce ramp time of new team members, and create career paths to retain top talent.

What you'll Do

• The global leader for Adobe Commerce Customer Engineering and Support
• Drive Support Outcomes through increasing customer satisfaction as measured by customer feedback and customer self-help, decrease response and resolution times across all channels, and build promoters with every interaction
• Measure & improve the effectiveness of Product Support by refining operational metrics for the team, creating reporting and review cadences, providing status updates to the executive team, and executing on programmatic improvements to improve the customer experience and drive scalability
• Program management for all support requests & building business analytics to help improve the overall customer journey with support
• Provide pre-sales and demonstration of products
• Provide the standard methodologies and recommendations for partners and merchants

What you need to succeed

• 10+ years of experience leading customer-facing global organization
• Experience establishing, building and scaling domestic and international support offices (multi- language)
• Experience supporting multiple product lines
• Hardworking and creative leader with the ability to encourage others and develop employees
• An extensive history of delivering quality customer service over a variety of communication
• Experience with the open source community, partner networks, and direct customers
• Experience with software and support tools such as Zendesk, JIRA, Gainsight, and Salesforce
• Strong emotional intelligence for customers and passion for revenue and growth
• Deep understanding of value drivers in SAAS subscription / recurring revenue business models
• Consistent record of delivering high customer satisfaction in sophisticated, constantly evolving environments with high operational involvement (ideally for a technical high-demand business application)
• Exceptional communication skills - written, verbal, and exec level presentations. You will be the department lead for all Merchant and Partner customer concerns
• Must have advanced technical background to be able to run engineering support groups and lead technical engineering teams
• Must have strong operational excellence and experience: Establish and measure to key metrics, case handling and owning escalation processes, drive root cause analysis and document the post-mortem process, establish employee training and coaching, and new product introduction support roll-out
• Will be responsible for driving and increasing operational excellence for the business
• Experience leading large-scale organizational change initiatives with demonstrated implementation & sustained success
• Ability to travel globally

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 gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.