Sr. Director, Product Management - Post Sales IT

The Opportunity 

Adobe is seeking an experienced Senior Director Product Manager to join the Adobe Technology Services (Adobe IT) product management team in San Jose. You'll sit at the intersection of customer experience, services delivery, data, and IT, translating business goals into scalable systems and making sure our post-sales technology portfolio is integrated, secure, and delivering measurable value.

You'll lead a team of product managers, translating business outcomes into executable deliveries, and become the trusted advisor to the organizations that serve Adobe's customers after the sale, including Adobe Consulting Services, Customer Success, and Customer Support. Strong leadership skills will be required to drive consensus on requirements, deliver high quality outcomes, and maintain a fast pace of execution. 

What You'll Do 

Strategy & Roadmap 

• Define and execute a multi-year post-sales technology strategy aligned with customer satisfaction, adoption, retention, and services profitability goals 

• Evaluate, select, and sunset post-sales platforms, building a portfolio that's cohesive rather than a collection of point solutions 

Platform & Architecture Ownership 

• Oversee core systems for Adobe Consulting Services, such as opportunity-to-delivery workflows, project and resource management, time and expense capture, statement of work and billing, and utilization and margin reporting 

• Oversee core customer success systems, such as Gainsight, customer health scoring, success plans and playbooks, adoption and usage tracking, and renewal risk signals, and integrate them with usage, support, and consulting data 

• Oversee core customer support systems, such as case management, entitlement and contract verification, knowledge management, self-service and chat, and customer communities 

• Oversee core contact center systems, such as telephony and omnichannel routing, IVR, workforce management, quality management, and agent desktop 

• Design integrations and data flows across post-sales, sales, finance, and enterprise systems, so customer, entitlement, health, and case data is consistent from purchase through renewal 

• Partner with enterprise architecture to ensure alignment with company-wide IT standards 

Data, Analytics & Measurement 

• Ensure clean, unified customer, case, and engagement data and reliable reporting on customer health, product adoption, support performance, and services delivery 

• Enable real-time visibility into customer health and adoption trends, case volume, resolution times, contact center performance, and consulting utilization at scale 

• Collaborate with data and analytics teams on governance, quality, and access 

Security, Privacy & Compliance 

• Ensure compliance with GDPR, CCPA, and other relevant data privacy regulations across support and services systems, including data residency requirements 

• Implement controls for call recording and consent, payment card data handling, and retention of customer communications 

• Work with InfoSec on vendor risk assessments, access controls, and secure handling of customer data shared during support and consulting engagements 

AI & Innovation 

• Identify and pilot emerging technologies, including generative AI and automation, that improve customer and agent experience, such as case deflection, agent assist, automated summarization, intelligent routing, and predictive customer health and churn signals 

• Establish guardrails for responsible AI use in customer-facing and services workflows 

Leadership & Collaboration 

• Lead, coach, and grow a cross-functional team 

• Work with your peers in Sales IT, Marketing IT, Finance IT, and Legal IT 

• Partner closely with Engineering to ensure quality on-time delivery 

• Serve as the primary liaison between Adobe Consulting Services, Customer Success, Customer Support, and contact center stakeholders and IT 

• Drive adoption through training, documentation, and change management 

• Report on platform performance, ROI, and project delivery to senior leadership 

What you'll need to succeed

• 10+ years of experience in customer success, customer service, or professional services technology, IT, or digital operations, with 5+ years in a leadership role 

• Hands-on experience implementing, integrating, and scaling Gainsight (or a comparable customer success platform), including health scoring, playbooks, and data integrations with CRM, product usage, and support systems 

• Deep knowledge of the post-sales systems ecosystem (e.g., Gainsight, ServiceNow, Microsoft Dynamics, professional services automation tools, and omnichannel communication systems such as Amazon Connect) 

• Strong understanding of APIs, data integration, and cloud architecture 

• Experience managing vendors, budgets, and large cross-functional programs 

• Working knowledge of data privacy regulations and security best practices 

• Excellent communication skills, with the ability to explain technical concepts to customer success, support, services, and contact center leaders and their business needs to engineers 

Preferred 

• Bachelor's degree in IT, computer science, business, or a related field (MBA a plus) 

• Experience with customer data platforms, data warehouses, and BI tools 

• Familiarity with Agile and product-management approaches 

• Hands-on experience deploying AI/ML tools in a customer support or contact center context 

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.

Expected Pay Range:

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $190,400 - $397,250 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

In California, the pay range for this position is $255,500 - $397,250


At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.