Group Manager – Customer Engagement
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Job Description
Build scalable, data-driven quality and insights capability for customer engagement at Adobe. Lead AI-enabled analysis of sales and support conversations for better customer outcomes.
Responsibilities:
- Lead the shift toward AI-enabled, data informed conversation quality and performance management
- Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points
- Evaluate end-to-end conversation lifecycle effectiveness across: Discovery, Solutioning, Objection handling, Customer success
- Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams
- Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives
- Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns
- Drive process improvements, governance enhancements, and operational optimization recommendations
- Support adoption of AI-powered conversational analytics and automation tools
- Measure the effectiveness of enablement and quality improvement initiatives
- Lead a high-performing team focused on conversation analytics, insights, and continuous improvement
- Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobe’s brand reputation and business integrity
- Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure
- Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk
- Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale
- Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives
Requirements:
- 8–12 years of experience in Sales & CX Analytics, Quality Analytics, Enablement
- Strong understanding of sales and customer engagement conversation lifecycles
- Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms
- Strong analytical and problem-solving capabilities with the ability to convert insights into business actions
- Experience driving cross-functional transformation and operational improvement initiatives
- Excellent customer management, storytelling, and executive communication skills
- Proven ability to influence behavior change through data and insights
- Familiarity with compliance monitoring, risk identification, or governance frameworks within customer engagement or contact center environments
Benefits:
- Health insurance
- 401(k) retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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