Global Escalations Group Manager Americas

Group Manager, Global Escalations

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!

Group Manager, Global Escalations lead teams de-escalating Adobe's enterprise customers, improve issue management, build relationships with key leaders. Key to this role are strong leadership, communication, interpersonal, and emotional intelligence skills : We collaborate with many organizations, including Support, Ultimate teams, Professional Services, Sales, Product teams, and Service Management. Operating without direct supervisory oversight is a must-have skill.

What you'll do :

Be the go-to person for anything related to our group's activities in the region (escalations at all levels and service outages)

Lead teams of globally distributed ERMs resolving hot customer situations

Drive execution of and improve a detailed critical issue resolution process and methodology

Build and maintain positive relationships with key partners from Customer Engineering and Customer Success in Americas

Build relationships across the Adobe Digital Experience ecosystem, ensuring our group delivers outstanding support

Collect, analyze data, share insights with Adobe leadership and peers to address customer issues.

Recruit, hire, train, and nurture your teammates, providing proactive mentoring

Be the subject matter authority on customer situation resolution, sharing your knowledge with peer teams across Adobe

Maintain a functional understanding of all Adobe Digital Experience products

What you need to succeed :

• Demonstrated leadership skills (10+ years) with a proven track record of managing distributed teams
• Exhibit strong executive presence, including the ability to partner with and effectively collaborate with individual contributors, managers, directors, VPs, and C-Suite
• Possess high emotional intelligence and can influence others at all levels of an organization
• Demonstrate creative problem-solving with a clear understanding of customer needs and technical solutions.
• Proactive with an outstanding track record in similar roles and a strong dedication to succeed and exceed goals
• Strong proven understanding of Digital Experience solutions and use cases
• Ability to frame and communicate technical issues to a broad constituency, including engineers and executive-level management
• Ability to work without immediate direction in a fast-paced team environment to resolve customer concerns
• Good understanding of different cultures and business practices across the globe, essential for working well with cross-functional team members

At Adobe, you will be immersed in an outstanding work environment recognized globally on Best Companies lists. You will be surrounded by colleagues committed to helping each other grow through our outstanding 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...