Program Manager, Voice of Customer

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Opportunity

The Digital Experience Cloud Customer Engineering Strategy, Intelligence, and Operations team is looking for a Program Manager focused on Voice of the Customer (VOC) Strategy. You will work with internal cross-functional partners and Customer Engineering Delivery, who provides support services to our customers, to analyze business challenges, seek improvement opportunities, and implement processes to drive operational excellence.

You will evaluate proposed solution, risks, requirements, scopes, budget overhead, and change management needed to build the delivery plan. You will coordinate and lead all aspects of delivery from project initiation through planning, implementation, and testing to closing.

We are looking for this program manager to help our organization reach our Customer Satisfaction goals.

What You'll Do

• Organizing program activities in accordance with the mission and goals of the organization.
• Good working knowledge and application of Project Management methodology and promotes best practices in planning and managing the project and making day-to-day decisions.
• Plan and deploy Interview and Survey based customer feedback capture utilizing VOC field best practices.
• Utilize internal technologies to automate for Adobe's scale and standardize closed loop processes globally.

• Define Scope, KPIs and Outcomes of a project and show how a project will help move the needle.
• Manage project communication, risk reduction, issue identification/escalation, decisions made, and status updates through to completion.
• Interact frequently with cross-functional stakeholders to fully support successful delivery.
• Produce regular accurate summarized quantitative reporting of observed project business impact. Including surfacing qualitative findings from active Voice of the Customer touchpoints.
• Create and maintain documentation around process and policies. When applicable, build enablement in partnership with business partners ensuring learning outcomes reflect the needs and requirements of our delivery team.

• Participate in roadmap planning and refining best practice VOC methodologies within the team.

What You Need to Succeed

• Bachelor's Degree or higher (Project Management, Computer Science, Engineering, Systems Analysis, Information Technology, or related field is a plus)
• 2+ years of experience in program management or project management, preferably in the software industry
• Exposure to conducting qualitative analysis to provide recommendations to business partners

• Excellent organizational skills - ability to prioritize, manage, multi-task and execute projects cross-functionally
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex projects and processes concisely and simply.
• Self-motivated, highly driven, and self-assured
• Demonstrates a thorough understanding of the Customer Engineering Delivery Role
• Outstanding problem-solver and skills in risk management

• Experience in Voice of the Customer Strategy and Survey Operations Best Practice
• Proficiency with the Customer Experience Management Tools: Qualtrics and Medallia.
• Competent with Customer Relationship Management (CRM) applications, Workforce Management Platforms, Project Management Tools (Workfront and Jira), Case Management, Excel, PowerPoint, and PowerBI
• A professional project management certification (such as PMI or PMP) is an advantage, but not a requirement.

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.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.

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 position is $77,900 -- $148,800 annually. Pay within this range varies by work location and 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.