Description
We're looking for a high-energy, aggressive, results-driven leader to own global customer operations for Adobe's global customer base across B2C.
This role combines support, vendor management, and revenue growth , leading a large, distributed team to deliver excellent service while actively driving retention and sales outcomes.
Responsibilities
- Own global support operations for Adobe's customers, ensuring consistent, high-quality service across all channels.
- Drive AI-led automation and self-service to improve efficiency and reduce customer effort without compromising quality.
- Manage a large network of vendor/partner teams, holding them accountable to SLAs, quality, and cost efficiency.
- Lead a service+sales motion , identifying and converting upsell, cross-sell, and retention opportunities across the B2C base.
- Own retention and cancellation outcomes, setting and driving targets to reduce global churn.
- Lead, coach, and scale a large, multi-layered global team (in-house + vendor/partner) with an outcomes-first mindset.
- Set and hold the organization accountable to ambitious metrics , cost-per-contact, CSAT, retention, conversion.
- Partner with Product, Engineering, and Sales to ensure customer and market signals shape roadmap and strategy.
Requirements
- 12-18 years in customer operations, technical support, or service delivery, including leading large teams (500+) with vendor/partner management experience.
- A proven track record driving revenue or retention outcomes within a service organization , not purely cost-center support experience.
- Strong operational and analytical rigor , comfortable owning hard metrics and driving performance against them.
- Experience with AI-driven automation or self-service tooling in a support/CX context.
- Global, cross-cultural team leadership across global B2C customer bases.
- An aggressive, high-ownership mindset , energized by scale and transformation.
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