Description
You will lead consumer trust policy development and coordinate Adobe's response to significant fraud, abuse, scam, account integrity, and other consumer trust incidents. You will bring structure and cross-functional leadership to complex incidents and ensure lessons learned translate into scalable policies and systemic improvements.
Your responsibilities will include:
- Leading policy development and incident management within Adobe's Global Consumer Trust organization
- Coordinating significant consumer trust incidents and driving cross-functional action
- Developing and maintaining incident frameworks, severity criteria, escalation processes, playbooks, and governance
- Leading post-incident reviews and translating lessons into clear, scalable policies and systemic improvements
- Developing and evolving consumer trust policies and decision frameworks
- Partnering with Product and operational teams to translate policies into processes, controls, product requirements, training, and customer experiences
- Identifying recurring risks and advocating for improvements
- Establishing metrics and executive reporting
To succeed in this role, you will need:
- A Bachelor's or Master's degree in Computer Science, Economics, or a related field
- 10+ years of hands-on industry experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field
- Strong judgment and the ability to make effective decisions in complex situations
- Proven ability to lead complex cross-functional initiatives and influence teams and senior stakeholders
- Experience developing policies, decision frameworks, governance models, or scalable operational processes
- Strong analytical and problem-solving skills
- Ability to balance fraud and consumer protection with customer experience, business impact, operational feasibility, and risk
- Excellent written and verbal communication skills