Group Manager – Customer Engagement

Headline - Build a capability that measures what matters, highlights what works, and drives better conversations, performance, and customer outcomes at scale.

The Opportunity

Customer expectations, buying behavior, and frontline engagement models are evolving rapidly.

Adobe is transforming how we measure and improve customer conversations across the full lifecycle, from sales engagements to customer support interactions, using AI enabled conversational intelligence, automation, and insight-led performance systems.

This role will help build a scalable, data-driven quality and insights capability that continuously identifies:

• What drives successful customer outcomes
• Which behaviors improve sales and engagement effectiveness
• Where operational, process, or governance improvements are needed

You will partner closely with sales enablement & coaching, and delivery teams to turn conversation insights into measurable business impact.

What You will Do

• Lead the shift toward AI-enabled, data informed conversation quality and performance management
• Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points
• Evaluate end-to-end conversation lifecycle effectiveness across: Discovery
• Solutioning
• Objection handling
• Customer success
• Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams
• Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives
• Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns
• Drive process improvements, governance enhancements, and operational optimization recommendations
• Support adoption of AI-powered conversational analytics and automation tools
• Measure the effectiveness of enablement and quality improvement initiatives
• Lead a high-performing team focused on conversation analytics, insights, and continuous improvement
• Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobe’s brand reputation and business integrity
• Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure
• Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk
• Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale
• Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives

What You Need to Succeed

• 8–12 years of experience in Sales & CX Analytics, Quality Analytics, Enablement
• Strong understanding of sales and customer engagement conversation lifecycles
• Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms
• Strong analytical and problem-solving capabilities with the ability to convert insights into business actions
• Experience driving cross-functional transformation and operational improvement initiatives
• Excellent customer management, storytelling, and executive communication skills
• Proven ability to influence behavior change through data and insights
• Familiarity with compliance monitoring, risk identification, or governance frameworks within customer engagement or contact center environments

Preferred Experience

• Experience with platforms such as Chorus, Observe. AI, NICE, Verint etc.
• Exposure to AI-enabled quality monitoring and GenAI-assisted mentoring solutions
• Familiarity with Power BI, Tableau, Looker, or similar analytics tools
• Knowledge of Lean, Six Sigma, or other improvement methodologies
• Experience working with Legal, Risk, or Compliance teams in a contact center or digital sales environment

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 or call +1 408-536-3015.

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 .