Group Manager - Customer Engagement

About the role

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.

Responsibilities

• 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
• Let's Adobe together

Additional Information

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

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