CX Ops and Design Manager - San Jose, United States - Adobe

Description

JOB LEVEL

P30

EMPLOYEE ROLE

Individual Contributor

Adobe's Customer Experience Support team is seeking a CX Ops and Design Manager to drive a portfolio of digital customer success experiences. This role will focus on a creating and implementing digital customer journeys post sale to drive adoption and engagement of Adobe products in Digital Media. We are looking for someone with passion, energy, and drive that can bring creative ideas, critical thinking, and a proven track record of execution. The ideal candidate will come with extensive experience in content creation, journey orchestration, digital personalization, campaign management and engagement analytics. Ability to communicate effectively across all mediums and work cross functionally is key. This includes collaborating across many functions of the company and communicating with peers, outside teams and executive staff.

Who You Are

• Experienced. Leading change (people, process, tools) within complex organizations in a matrix environment
• Action Biased. A strong facilitator; resourceful, organized and detail oriented; adept at facilitating as well as driving actions and resolving conflicts.
• Great Teammate. You enjoy collaborating with, learning from, and guiding others, so we all become better. Assume good intent in others, and actively do your part to make a positive work environment; communicating with ease at all levels, working across functions.
• Analytical synthesizer. Being comfortable with complex data, and model how to distill a problem to its essence, to make it "as simple as possible, but no simpler." You crystallize the wisdom of the team and make the next steps obvious.
• Elegant. You sweat the details to bring an appealing elegance to everything you put your name to, and make sure that the efforts of your team are well designed and coherent.
• Reliable. Take pride in developing a sense of reliability in outcomes, timelines, and goals expectations that you set for yourself and your team. You are creative in finding ways to solve problems and don't let roadblocks stop progress.
• Quality obsessed. Deliver quality, sustainable systems. Are passionate about high-quality delivery and the technology & knowledge that supports it.

The job

• Make customer journey strategies real across omnichannel surfaces, including web, app, email, social, push, and SMS.
• Continuously improve to create more seamless, personalized customer journeys, at scale.
• Partner with Marketing, BU, Privacy and Product teams to optimize how we use personalization tools to guide delivery of the right message to the right members to drive increase in engagement, sales and profitability.
• Monitor internal processes to ensure digital customer experience remains relevant.
• Provide thought leadership on personalization initiatives and communicate progress and results to collaborators across the enterprise.
• Drive constant and agile 'test and learn' approach to developing opportunities in customer experiences, using customer segmentation and personalization.
• Establish data instrumentation that aligns with critical metrics through cross functional collaboration, developing mechanisms to measure success of programs, and ensure alignment with business goals.
• Determine strategic opportunities to evolve and expand strategies including ongoing competitor assessments, and guiding customer research and benchmarking.
• Track industry trends and emerging technologies to determine opportunities for innovation.
• Maintain an intimate knowledge of customer needs, competitive pressures and use this knowledge to create timely insights and personalization initiatives.

What is Need to Succeed

• Bachelor's degree or equivalent work experience; master's degree a plus.
• 5-7 years of experience in UX, Customer journey design, Personalization in a SaaS environment and/or within ecommerce
• Has deep UX experience, including customer experience research and UI design. Must Have experience with journey orchestrators like Gainsight, Adobe Journey Optimizer and/or Adobe Campaign preferred.
• Experience leading and establishing partnership with cross-functional teams a plus
• Experience crafting a personalization vision, with end-to-end customer journey maps/customer lifecycle marketing and finding & prioritizing customer gaps.
• Using insights, Voice of Customer and market research to identify gaps in the journey and create action plans and strategies.
• Ability to articulate complex ideas in a clear and concise story to peers and executive teams.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $72,400 -- $153,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We're glad that you're pursuing a new opportunity at Adobe

Put your best foot forward:

1. Update your Resume/CV and Workday profile – don't forget to include your uniquely 'Adobe' experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you're interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

If you have a disability or special need that requires accommodation to navigate our internal careers site or to complete the application process, please contact