Group Manager, Global Customer Operations & Growth

Job Summary


Details


What You'll Do

• Own global support operations for Adobe's customers, ensuring consistent, high-quality service across all channels.
• Drive AI-led automation and self-service to improve efficiency and reduce customer effort without compromising quality.
• Manage a large network of vendor/partner teams, holding them accountable to SLAs, quality, and cost efficiency.
• Lead a service+sales motion - identifying and converting upsell, cross-sell, and retention opportunities across the B2C base.
• Own retention and cancellation outcomes, setting and driving targets to reduce global churn.
• Lead, coach, and scale a large, multi-layered global team (in-house + vendor/partner) with an outcomes-first mindset.
• Set and hold the organization accountable to ambitious metrics - cost-per-contact, CSAT, retention, conversion.
• Partner with Product, Engineering, and Sales to ensure customer and market signals shape roadmap and strategy.

What You Bring

• 12-18 years in customer operations, technical support, or service delivery, including leading large teams (500+) with vendor/partner management experience.
• A proven track record driving revenue or retention outcomes within a service organization - not purely cost-center support experience.
• Strong operational and analytical rigor - comfortable owning hard metrics and driving performance against them.
• Experience with AI-driven automation or self-service tooling in a support/CX context.
• Global, cross-cultural team leadership across global B2C customer bases.
• An aggressive, high-ownership mindset - energized by scale and transformation.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.