Group Manager – Customer Engagement

About the Role

This position focuses on creating a capability that evaluates key performance indicators, highlights successful practices, and enhances conversations, team performance, and customer outcomes on a broad scale through AI and data-driven insights.

Opportunity Overview

With rapidly changing customer expectations, purchasing behaviors, and frontline interaction models, this role supports the transformation of how Adobe measures and enhances customer engagements throughout the entire lifecycle—from sales to support—leveraging AI technologies, automation, and insight-driven performance systems.

Key Responsibilities

• Drive the transition to AI-powered, data-driven conversation quality and performance management.
• Analyze sales and support dialogues to detect trends, behavioral patterns, gaps in quality, and customer pain points.
• Assess the effectiveness of the conversation lifecycle stages, including discovery, solutioning, handling objections, and ensuring customer success.
• Create dashboards and reporting tools that provide actionable insights for enablement teams, leadership, and frontline employees.
• Collaborate with Sales Coaching & Enablement to align insights with coaching priorities and behavior change strategies.
• Identify and replicate successful behaviors, effective sales talk tracks, and engagement methods.
• Recommend process refinements, governance improvements, and operational streamlining.
• Support adoption and integration of AI-powered conversational analytics and automation technologies.
• Measure impact of enablement and quality enhancement initiatives.
• Lead and develop a high-performing team focused on conversation analytics and continuous improvement.
• Detect and mitigate risks related to customer and agent interactions, safeguarding Adobe’s reputation and business integrity.
• Identify compliance risks and adherence issues in conversations to minimize business exposure.
• Build monitoring systems that flag non-compliant or high-risk dialogue patterns on a large scale.
• Partner with Legal, Compliance, and Risk departments to ensure capabilities support policy compliance and brand protection objectives.

Candidate Profile

• 8 to 12 years of experience in sales and customer experience analytics, quality analytics, or enablement roles.
• Deep understanding of sales and customer engagement conversation lifecycles.
• Experience with conversation intelligence, AI-enabled analytics, speech analytics, or quality assurance automation tools.
• Strong analytical problem-solving skills with an ability to translate insights into business actions.
• Proven success in leading cross-functional transformations and operational improvements.
• Excellent customer management, storytelling, and communication skills at executive levels.
• Demonstrated ability to influence behavioral changes through data-driven insights.
• Knowledge of compliance monitoring, risk assessment, and governance frameworks in customer engagement or contact center settings.

Preferred Qualifications

• Familiarity with platforms such as Chorus, Observe.AI, NICE, Verint.
• Experience in AI-enabled quality monitoring and generative AI-assisted mentoring solutions.
• Skills in analytics tools like Power BI, Tableau, or Looker.
• Understanding of Lean, Six Sigma, or other process improvement methodologies.
• Experience collaborating with Legal, Risk, or Compliance teams in contact center or digital sales environments.

About Adobe

Adobe empowers creators and businesses through innovative platforms and tools that foster creativity, productivity, and personalized experiences. With over 30,000 employees worldwide, Adobe is dedicated to fostering a culture where all employees can make a meaningful impact.

Diversity and Accessibility

Adobe is proud to be an Equal Employment Opportunity employer, embracing diversity across all characteristics including gender, race, ethnicity, disability, and more. Adobe is committed to ensuring accessibility in its recruiting process and provides accommodations as needed.

AI Guidelines for Interview Process

Adobe encourages innovation with AI but requires that live interviews reflect authentic skills without unauthorized AI assistance or recording tools unless officially approved.