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Tier-1 employer and metro location raise competition, but seniority and niche leadership reduce applicant density.
Role requires deep global B2C customer-ops, vendor and revenue experience, making cross-industry fit limited.
Explicit 12–18 years, large-team leadership, vendor and revenue mandates create strict screening.
Owns global customer support operations for Adobe's B2C customers, ensuring consistent high-quality service across all channels.
Leads and scales a large global team (in-house plus vendor/partner) responsible for customer support, revenue growth, retention, and cancellation reduction targets.
Drives AI-led automation and self-service initiatives; manages vendor/partner teams to meet SLAs, quality, and cost efficiency metrics, partnering across Product, Engineering, and Sales.
12-18 years experience in customer operations, technical support, or service delivery with leadership of large teams (500+).
Proven track record in driving revenue or retention outcomes within a service organization (not purely cost-center support).
Experience with AI-driven automation or self-service tools in a customer support or CX context.
Experience leading global, cross-cultural teams serving a global B2C customer base.
Operates with a strong outcomes-first, high-ownership mindset focused on scale and transformation rather than steady-state operations.
Experienced managing large distributed teams including vendor/partner management with accountability for aggressive operational and financial metrics.
Comfortable using operational and analytical rigor to drive performance; works collaboratively with Product, Engineering and Sales to influence customer experience strategy.