Adobe—Group Manager, Global Customer Operations & Growth

Job description

Description: Group Manager, Global Customer Operations & Growth Location: Delhi/NCR Team Size: ~1,000 (in-house + vendor/partner) Scope: Global Customer Base — B2C About the Role 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. This is a scale-and-transform mandate, not a steady-state operations role. What You'll Do - 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. What You Bring - 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. About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity. Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. Let’s Adobe together At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create. Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more. Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com. AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process. At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience. Skills: customer operations management, vendor management, team leadership, service delivery, revenue growth, retention strategy, cross-functional collaboration, ai-driven automation, self-service tools, operational analytics, cost management, csat management, cross-cultural team leadership, sales enablement, upselling, cross-selling, partner management, service level agreement management, performance metrics ownership, change management, product strategy alignment, roadmap development