Technical Product Manager - Customer Experience Services
Adobe
San Jose
hace 3 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

Do you have the passion to provide an outstanding customer experience? Adobe is looking for an innovative Product Manager who can define and craft the best end to end Customer Support Experience.

You will demonstrate your Customer Support product and technology skills to quickly understand business processes, supporting technical systems, end-to-end customer support journey for acquisitions, define the strategy and requirements to migrate to corporate platforms.

The focus will span across Post Sales Systems, Support Portal, Channels, CRM and other integrations in a highly distributed on-prem and cloud environments.

What you'll Do

  • Take accountability of strategy for migration of Customer Support processes and capabilities from acquisition and legacy systems to Adobe standard systems.
  • Work collaboratively with a broad team of business & IT cross functional partners to drive application tools and process alignment, and key process decisions
  • Define Future state business processes and automation opportunities, product roadmap and strategy for the acquisition integration.
  • Prioritize, coordinate and communicate on M&A integration projects, issues and tasks with cross-functional partners and the leadership team.
  • Work closely with Architects and Engineering Scrum teams to execute and deliver on project goals
  • Collaborate with Program Management to create transition plans and lead the team thru execution.
  • Demonstrate industry and domain expertise to introduce creative support solutions using leading technologies, AI / ML solutions and standard methodologies for efficiency, productivity, and development gain across the entire support ecosystem.
  • What you need to succeed

  • Bachelor of Science preferably in Computer Science or Computer Engineering
  • 10+ years experience in Product Management in high technology industry, SaaS companies with at least 5 years of active involvement in M&A integrations of Customer Support systems and processes
  • Experience with Microsoft Dynamics CRM, Genesys Voice, Live Engage systems will be a significant advantage
  • Experience gathering customer-centric requirements and writing functional design specification documents
  • Technical expertise to effectively collaborate with Solution Architects and Engineering leaders to deliver on the strategy
  • Knowledge of ML technologies and sound application of the same in Customer Service Experience would be a strong plus
  • Prior experience of Sales, Finance and Post Sales functions will be big plus
  • Ability to prioritize based on insights and data, and make tough trade-off decisions
  • Communication skills to evangelize and test ideas and approaches with partners
  • Drive implementation to completion with key success metrics and business impact read outs
  • Strong customer empathy, product ownership and bias for action
  • Fast and keen learner, able to quickly synthesize new insights and concepts
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