Mgr, Supportability and Readiness Management
Adobe
San Jose
hace 6 días

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

The Customer Experience Operations team is seeking an experienced team member who can represent the Digital Media customer experiences.

As a Business Analyst, contribution to Adobe and its customers is essential to help our evolving business. By forging positive relationships with the Adobe business units and key stakeholders you will help drive positive experiences for our customers and teams.

Additional representation will also apply to oversee the use of data for supporting the Voice of the Customer to drive reduction in the need to contact Adobe.

What You Will Do

  • Work in a highly collaborative team that rewards quality experiences and effective communication
  • Identify and prioritize customer experience issues
  • Be responsible for partnering with the Adobe DME businesses to drive experience improvements
  • Partner with people in other roles (Product Management, Design, etc.) to create outstanding user experiences pre and post product releases
  • Mentor other members of the team
  • Work closely with global teams across Adobe, in different geographies
  • Contribute to and promote sound supportability practices for releases and initiatives
  • Provide oversight and handling of data and data sources to drive business and product decisions
  • Communicate and present concise and concrete reports to drive collaboration and partnership with stakeholders
  • What You Need to Succeed

  • A Bachelor of Science (BS) or Master of Science (MS) degree in Computer Science or a related field.
  • 5+ years of relevant professional experience, practical experience with Adobe DME products is a plus
  • Experience working with or helping lead a Customer Care team or Agents
  • Depth of knowledge of Adobe DME products, customer challenges, and experience issues
  • Committed to driving customer experience improvements or issues
  • Committed to building strong relationships with the Adobe business units and cross-functional teams
  • Perform analysis on customer issues and customer data
  • Strong written and verbal communication skills
  • Self-starter with ability to multi-task, adapt quickly, problem solve, and learn independently
  • Good understanding of customer service and customer experience
  • Prepare executive reporting and ensure accuracy of leadership reports
  • Drive exploratory data analysis and derive hypotheses that will drive business and product decisions
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