JOB LEVEL
M60/P60
EMPLOYEE ROLE
People Manager

About the Role

The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking a n innovative Director of Software Engineering & Applied AI to lead the development of AI agents, tool ing, and automation to help customer s directly support , operate, and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio . You r work will help fundamentally transform how we serve , support, and accelerate time-to-value for our customers by empowering them directly with engineering best practices.

A s the engineering leader , you will be responsible for the design and develop ment of Agentic-first solutions that span across core customer success domains:

• **Troubleshooting & Support ** - Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities

• **Run & Operate ** - Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain AEP customer-specific implementation reliability

• **Adoption & Value ** - Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools

In this role, you will collaborate with other members of our multidisciplinary team , including solution architects and data sci entists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes.

Key Responsibilities

**Strategic Leadership & Vision **

• Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes

• Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization

**Team Management & Organizational Development **

• Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence

• Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP

**Product & Technical Execution **

• Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations

• Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization

Customer Success Engineering Innovation

• Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements

• Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards

**Cross-Functional Partnership & Influence **

• Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives

• Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions

Required Qualifications

**Educational Foundation & Core Experience **

• Bachelor's degree in Computer Science , Engineering, or related technical field, with 10+ years of software engineering experience , including 5+ years in engineering leadership roles managing teams of 10+ engineers

• Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures

**Technical Leadership & Architecture **

• Proven track record of architecting and delivering large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns

• Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture, with experience building real-time decision engines and predictive modeling systems

• Product and growth mindset, with a strong ability to translate customer challenges into scalable, automated solutions that drive adoption and business impact

**Customer Success & B2B SaaS Expertise **

• Deep understanding of B2B SaaS customer success methodologies, including customer health scoring, churn prediction, adoption analytics, and expansion revenue optimization

• Experience leading customer-facing engineering teams or technical account management organizations, with demonstrated ability to translate customer feedback into product improvements

**Leadership & Communication **

• Exceptional communication skills with the ability to influence senior stakeholders, present to executive leadership, and drive alignment across diverse technical and business teams

• Proven ability to hire, develop, and retain top engineering talent while fostering inclusive, high-performance team cultures focused on customer outcomes

Preferred Qualifications

• Experience embedding self-service BI , AI-powered recommendation s , and workflow automation into enterprise SaaS products

• Knowledge of customer engagement strategies, marketing automation, and digital adoption platforms

• E xpertise in Adobe Experience Platform (AEP) and/or Adobe Experience Platform Developer c ertifications a plus

Why Join Us?

• Lead the development of cutting-edge AI-powered success enablement solutions that transform how businesses adopt and realize value from AEP

• Acquire a unique customer-oriented ‘end-to-end’ horizontal perspective working across and within the entire AEP + Apps portfolio

• Enable both internal Adobe teams and external customers to deploy high-impact AEP use cases with speed, efficiency, and measurable results

• Collaborate with industry experts in MarTech , AI-driven personalization, and digital experience analytics

• Competitive compensation, stock options, and a culture of innovation and inclusion

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 positionis $179,300 -- $354,600 annually. Paywithin this range varies by work locationand 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.

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.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

Put your best foot forward:

1. Update your Resume/CV and Workday profile - don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll .

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

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