Group Manager, Global Customer Operations & Growth
Core
Own global customer operations for Adobe's B2C base, combining support, vendor management, and revenue growth to drive retention and sales outcomes.
Role type
Senior Group Manager, Global Customer Operations & Growth
Builds
Global customer service operations, AI-led automation, and service+sales motions for Adobe's B2C customers
Domain
SaaS / Creative Software / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Global team leadership (500+), vendor/partner management, AI-driven automation strategy, revenue/retention growth, operational analytics, cross-functional partnership
Preferred skills
Experience scaling operations, aggressive growth mindset, self-service tooling implementation
Technologies
AI automation tools, self-service platforms
Responsibilities
Own global support operations across all channels; Drive AI-led automation and self-service; Manage vendor/partner network for SLA and cost efficiency; Lead service+sales motion for upsell/cross-sell/retention; Own retention and cancellation outcomes; Coach and scale a large global team; Set and hold organization accountable to metrics (cost-per-contact, CSAT, retention, conversion)
Seniority
Senior, hands-on IC with strategic scope
