Program and Process Manager - Customer Experience
Adobe
San Jose
hace 1 min

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!

The Opportunity

Adobe's Customer Experience Support team is seeking a Senior Program and Process Manager to drive key initiatives and execute against strategic and operational objectives.

This role will focus on a portfolio of strategic programs and business optimization across all segments. We are looking for someone with passion, energy, and drive that can bring creative ideas, critical thinking, and a strong appetite for execution.

Exemplary communication skills and a strong ability to influence are key. The ideal candidate will be able to drive change and transform key operational processes in a fast-paced agile environment.

This includes collaborating across many functions of the company and communicating with peers, outside teams and executive staff.

The Role

  • Build positive relationships across multiple teams and leaders including IT, Engineering, Operations and Delivery Support, ensuring the right features are designed and delivered on time and with the highest quality, both internally and with partner teams.
  • Drive dependencies with teams across multiple business units at various levels
  • Drive day-to-day progress of assigned programs and projects and keep various levels of management informed of project status and health
  • Drive strategic and tactical decisions for the projects
  • Create repeatable, sustainable and scalable processes that enable frictionless experiences for both internal users and our customers
  • Build efficiency in communication and development process and guide the team to use project delivery processes to scope work effectively
  • Remove team impediments, pursue issues and risks, craft mitigation plans and bring them up to appropriate decision makers
  • Report project status to team members and management with the right level of detail and strategic importance
  • Willingness to wear many hats and help where help is needed
  • Attributes

  • Build positive relationships across multiple teams and leaders including IT, Engineering, Operations and Delivery Support, ensuring the right features are designed and delivered on time and with the highest quality, both internally and with partner teams.
  • Drive dependencies with teams across multiple business units at various levels
  • Drive day-to-day progress of assigned programs and projects and keep various levels of management informed of project status and health
  • Drive strategic and tactical decisions for the projects
  • Create repeatable, sustainable and scalable processes that enable frictionless experiences for both internal users and our customers
  • Build efficiency in communication and development process and guide the team to use project delivery processes to scope work effectively
  • Remove team impediments, pursue issues and risks, craft mitigation plans and bring them up to appropriate decision makers
  • Report project status to team members and management with the right level of detail and strategic importance
  • Willingness to wear many hats and help where help is needed
  • What Is Need to Succeed

  • 5+ years of experience as a project or program manager in software and / or related industry including experience through a complete life cycle on a product team.
  • 3 years of process transformation experiences and skilled in workflow documentation and design
  • Trained in and possess applied experiences of Agile, Lean Six Signa, and / or Scrum methodologies, ability to drive and develop new process(es) or methods
  • Ability to understand and articulate analytical frameworks and complex technologies
  • Exceptional customer focus and ability to use intuition, customer input and data to rapidly test and validate products and features
  • Self-motivated and not afraid to tackle unknowns. Strong bias to action.
  • Strong verbal, presentation, and written communication skills with the ability to appropriately communicate with the intended audience
  • Ability to work well across organizations and form relationships with a globally diverse workforce.
  • Strong collaborator
  • Experience with working with IT organizations
  • Experience with call centers a plus
  • Interest in creative ways to handle a problem
  • Bachelor’s degree or equivalent work experience required
  • Preferred certifications : PMP, Certified Scrum Master, Six Sigma Green or Black belts
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