Mgr, Customer Experience @ Adobe

Job Description

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

Facilitates the execution of the Retention QA and Risk & Compliance strategy through local management, operations teams and support teams
Responsibilities:
. Documentation of quality metrics, communicate root causes to retention operations and carry forward lessons learned from quality concerns
. Introduce new systems and procedures that drive defect identification & reduction with an aim to increase the business ARR
. Verify Quality metrics in place and meet goals, trigger containment actions and corrective actions as appropriate
. Manage, coach and develop a high performing Quality team that meets agreed objectives which delivers best practice results, added value and continuous improvements
. Communicate across all levels on Operations and program progress. Provide focused feedback loops for teams based on performance, quality & compliance data
. Conducts Root Cause Analysis ( 5 Whys Analysis/ Fish Bone Analysis) and error trend analysis
. Drive defect elimination program by working along with Ops. and program stakeholders
. Drive efficiency improvements by eliminating non value add processes and introducing automation capabilities.
. Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and quality
. Work with content team to articulate and create training modules for the global retention agents
. Recruit top-quality employees. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Adobe leaders
. Reviewing & analyzing the trend for the global retention related transactions and identify risks
. Extensive analysis of back-end data trends and patterns to ensure that as an organization there are no financial risks and no possible legal and/ or financial impact to Adobe but not limited to wrong refunds processing, incorrect offers used, incorrect saves etc.
. Execute compliance check efficiently, including risk assessment, compliance check planning, testing, saves report drafting and follow-ups
. Communicate risk & compliance issues and results effectively through effective reporting to support leadership
. Prepare presentations using risk-analysis framework to communicate risk & compliance findings to all the stakeholders
. Ensure all risk & compliance checks are completed periodically and reports on findings are published on time
. Perform audits and data analysis using the text and speech analytics software/tool
. Establish and manage strong working relationships with key stakeholders across retention strategy team, quality team and the Retention ops. team
What you need to succeed :
. Minimum of 10+ years experience working in a quality environment and driven improvements through the application of Lean and/or Six Sigma tools and concepts.
. Minimum 2 years experience in people management and complex metrics management
. Self-starter capable to taking initiative and working with minimal direction
. Comfortable with data analysis and detailed investigation able to coordinate workload
. Strong Analytical ability and problem solving skills
. Experience in leading a team of quality auditors.
. Experience in owning improvement projects to remove defects
. Strong communication skills. Has demonstrated, in previous roles, his/her ability to communicate his/her viewpoint, complex or larger-scale business or operational considerations, and key decision points effectively, concisely and clearly
. Strong interpersonal skills.
. Good working knowledge of excel.
. Good presentation skills. Hands on experience in creating presentation is a added advantage.
. Demonstrates a sound understanding of Adobe's business, multiple functions, and path to market
. Works collaboratively, effectively, and efficiently with others
. Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others.

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Mgr, Customer Experience

Contact Details:

Company: Adobe
Location(s): Noida, Gurugram

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