This Director of Product Management will be responsible for leading and managing successful customer experience improvement initiatives across the end user customer journey.. Specifically, this role will have the responsibility for our help, learning, and support platform (helpx.adobe.com and other locations across our web properties.) This content is not just critical to Adobe’s current customers, but also to individuals evaluating Adobe software for purchase – and the platform where we deliver this content is central to its success. This role will involve developing strategies and a product roadmap that result in an outstanding and personalized customer journey, from individual customers to enterprises. To deliver on this strategy and roadmap, this individual and their team will partner closely with cross-functional teams across Adobe’s business units, the Customer Experience organization, Design, and Cloud Technology.
Define the framework and initiatives that will improve the help & learn customer experience for Adobe customers, across all product offerings (Creative Cloud, Document Cloud, and Experience Cloud.)
Turn customer insights into product and experience requirements with customer engagement and retention potential.
Define the end-to-end journeys and experience requirements for the Help & Learn platform.
Work with peers across the company to enable tiers of capabilities that surround and enrich the learning experience. These include capabilities such as personalization, search experiences, and more.
Work with design, product marketing, and product management to pursue agreed upon objectives while tracking, prioritizing and communicating top issues.
Engage closely with our global engineering teams to turn these designs into reality.
Build strong partnerships and alignment across the various product teams and the customer success organizations.
Identify opportunities to infuse help and learn content wherever relevant, and support other teams (core product teams, etc) attempting to expose learning content within their own apps.
Collaborate with our professional services organization on the delivery of paid learning content.
Lead by knowing the customer and what drives engagement and loyalty for Adobe’s diverse customer segments.
What you need to succeed
Proven product management leadership experience of 8+ years, including leading highly versatile and diverse teams of product managers. Ideal candidates will have experience with learning content delivery, product support delivery, or LMSes.
Proven track record of defining strong customer experience requirements and a passionate commitment to the customer and product quality.
Champion for the product and the customer's needs.
Demonstrated excellence in the areas of customer insight, strategic thinking, and product innovation
Inherently collaborative and leading personality that enables you to win hearts and minds of your peers to successfully execute a complex product roadmap.
Proven ability to influence cross-functional teams without formal authority
A combination of strategic thinking and pragmatic delivery to yield the best short term as well as long term results.
A solid track record of roadmap definition and execution
A sense of urgency and ability to act quickly and decisively, possessing self-confidence to be assertive when taking a position, and not afraid to make decisions
Excellent communication skills across all levels in a large organization
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