Manager

Job Description

operations,The challenge: This position will have the responsibility for the 24x7 delivery of support services of Adobes largest and most strategic enterprise customers. Leading a team of approximately ~12-18 Technical Support specialists, this position has responsibility to ensure each team member is effectively trained and equipped to resolve technical incidents for Adobe product offerings. This includes building a team culture of service excellence, technical credibility, and efficient problem resolution to address customer concerns. What you'll do: 1. Lead and manage the enterprise support team to build and promote a culture of service excellence. 2. Work with Adobe support managers & leaders to benchmark, identify, implement, and measure support as well as business-related metrics. 3. Manage your teams performance to ensure all KPIs and service level agreements are met. 4. People management, including hiring, goal-setting mentoring, and progressive discipline. 5. Ensure effective workforce planning, skills, and resources to enable support of expected customer needs and call volumes. 6. Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience to support the timely delivery of business and customer needs. 7. Build strong technical expertise and capability within the team. 8. Develop and deliver key initiatives to improve business processes and customer service delivery 9. Assist in the development and implementation of strategic plans initiatives and direction 10. Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues 11. Participate in departmental projects and deployments of new products and services pre- and post-launch 12. Act as a liaison between the technical support team, cross-functional departments, and engineering staff. 13. Act as the customers advocate in working with Engineering and Product Management on supportability of product and the customers experience of using Adobe products What you need to succeed: At least 5 years+ experience leading a 24/7 team with exposure to enterprise segments in customer care or logistics Deep knowledge of services operations, including benchmark measures for success Ability to lead by influence and work effectively in highly matrixed organizations Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting Strong knowledge and experience with industry best practice multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence Experience in a customer environment is preferred