Group Manager, Global Customer Operations & Growth

Adobe Systems
Noida, Bengaluru, Delhi
Workplace: OnsiteFull timeFunction: Marketing & GrowthExperience: 12-18 yearsSkills: ["Leadership","Analytical rigor","Cross-cultural collaboration","High-ownership","Aggressive execution"]

Lead global B2C customer operations by owning support operations, service quality, and vendor/partner performance. Drive AI-led automation and self-service to reduce customer effort, while running a service+sales motion to grow upsell, cross-sell, and retention. Set and deliver ambitious metrics for churn, cost-per-contact, and CSAT, and partner with Product, Engineering, and Sales to turn customer signals into roadmap impact.

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FursaFursa
Adobe Systems
Adobe Systems
6 days ago

Group Manager, Global Customer Operations & Growth

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Job Summary

Lead global B2C customer operations by owning support operations, service quality, and vendor/partner performance. Drive AI-led automation and self-service to reduce customer effort, while running a service+sales motion to grow upsell, cross-sell, and retention. Set and deliver ambitious metrics for churn, cost-per-contact, and CSAT, and partner with Product, Engineering, and Sales to turn customer signals into roadmap impact.
Location: Noida, Bengaluru, Delhi
Workplace: Onsite
Employment Type: Full time
Job Function: Marketing & Growth
Seniority: Manager level

Key Responsibilities

  • •Own global support operations to ensure consistent, high-quality service across all channels for Adobe’s B2C customers.
  • •Drive AI-led automation and self-service initiatives to improve efficiency and reduce customer effort without reducing quality.
  • •Manage and hold a large vendor/partner network accountable for SLAs, quality, and cost efficiency.
  • •Lead service+sales outcomes by identifying and converting upsell, cross-sell, and retention opportunities.
  • •Set and drive targets for retention and cancellation outcomes, reducing churn while partnering with Product, Engineering, and Sales to shape strategy.

Key Requirements

  • •12–18 years in customer operations, technical support, or service delivery, including leading large teams (500+) with vendor/partner management.
  • •Proven experience driving revenue or retention outcomes within a service organization, beyond cost-center support.
  • •Strong operational and analytical rigor with ownership of hard metrics and performance targets.
  • •Experience with AI-driven automation or self-service tooling in a support/CX context.
  • •Global, cross-cultural team leadership for B2C customer bases with a high-ownership mindset.
Experience:12-18 years
Skills:LeadershipAnalytical rigorCross-cultural collaborationHigh-ownershipAggressive execution
Tech Stack:AISelf-service

Company Brief

Adobe Systems
Provides creative, marketing, and document management software and cloud services, including Photoshop, Illustrator, Acrobat, and the Adobe Experience Cloud, serving creative professionals, enterprises, and governments worldwide.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1982
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