Assistant Manager - Technical Support

Position : AssistanTechnical Support Manager

Reports To : Sr. Manager Technical Support

Unit : DMe CX

The challenge

Making an impact at a global level does not get bigger than this! At Adobe, you will deliver exceptional customer service to global customers while consistently seeking to exceed expectations on all counts. You will be leading from the front with a go-getter approach and people first outlook to everything that you do.

What you will do

• Run the end-end operations of a team of highly skilled technical support professionals
• 24 X 5 support operations over phone and web messaging, primarily supporting the North American region
• Deliver exceptional business value via continuous improvement of critical metrics like CSAT, Service Levels, Agent productivity etc.
• Ownership of strategic projects on improving operational efficiency via tried frameworks six-sigma methodology
• Deliver monthly insights & analysis for bug fixes and product improvement to leadership
• Drive high-visibility critical issues
• End-to-end ownership of tactical strategies that maintain a scalable balance between agent experience, customer expectations and business outcomes
• Deploy validated Organizational change frameworks like ADKAR / ITIL to facilitate operational agility while still maintaining stability
• Strategic hiring, development and retention of talent
• Coaching & mentoring the team to help with exceptional business outcomes & culture
• Encouraging a positive, fun, and motivating environment to enhance employee performance and customer satisfaction
• Ensure diversity of skills, experience, and abilities across his/her team.

Required Skills:

• Impeccable written and oral communications skills. Good documentation skills
• Knowledge of 6-sigma methodology would be preferable
• Technically proficient in software application troubleshooting, Win/MACOSX and basic networks
• Strong ability to collaborate & influence executives, senior leaders and associates, alike
• Effective presentation skills & ability to influence key partners, is advantageous
• Strong understanding of products, their technical specifications and applications
• Emotionally intelligent, strong interpersonal & cross-functional teamwork skills
• Knowledge of CRM / ticketing systems such as Customer One, Hendrix, JIRA etc.

Essential Qualifications:

• Bachelor’s degree with a minimum of 8-10 years of work exp
• Must have led multifaceted technical customer concerns, end-to-end
• Demonstrated experience in leading high-volume contact center operations

When you join Adobe, you can look forward to collaborating with the most genuine people in the industry, working on projects with real purpose, and having immense pride in the products we create and the customers we support. 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.

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, veteran status, cultural background or religious beliefs. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All. Learn more about our vision here .

Come create experiences that matter at a company that is recognized around the world and hear what our employees are saying about their career experiences on the Adobe Life blog .