Principal Program Manager

Principal Engagement and Program Manager 

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Position Summary 

The Principal Engagement and Program Manager’s focus is to work directly with our largest and most sophisticated customer relationships and service programs across multiple verticals. The Principal Engagement and Program Manager will drive the customer’s enterprise solution development and implementations by means of the Adobe Experience Cloud.  

This role will partner with Adobe’s customers to understand their priorities and objectives and lead a multi-disciplined delivery team from Adobe to design, implement, and scale the solutions to drive value for the customer across the intersection of people, process, and technology. Work at multiple levels with the Adobe team, including leading and directing other Project Managers and consulting teams and collaborating with Sales, Finance, Engineering, and Systems Integrator Partners. You will evaluate the proposed solution, assess and manage risks, plan the program-wide implementation, support the program delivery, and manage its overall success. You will oversee delivery and acceptance of the program scope as defined in one or many statement(s) of work using our consulting methodology, including program tasks, deliverables, milestones, and resources, all the time coordinating with project managers and delivery teams as needed. You will ensure successful customer outcomes based on program-defined objectives. You will govern overall standards across the program teams to achieve these results and be the senior-most delivery leader and “own the consulting business” for the engagement. Accountable for successfully executing services programs, acting as a single point of accountability for the customer and building relationships with key customer stakeholders and sponsors.  

Responsibilities 

• Lead large, complex customer engagements involving multiple project managers and teams from Adobe, Client, or partner organizations. 

• Strong executive presence, including the ability to partner with and effectively influence client managers, directors, VPs, and CXOs 

• Clearly understand and communicate customer requirements and integration points in the context of the statement of work and support mutual understanding of Adobe’s unique and groundbreaking business capabilities and evangelize how those capabilities build long-term value for the customer across various customer business units & organizations 

• Lead all aspects of program delivery process with key contributors to scope and prepare change requests, including tasks, project artifacts, project phase gates, resources, and estimated costs. 

• Creative problem-solving skills, including the ability to understand the impact of technical & process changes and to articulate high-level technical solutions to address business problems 

• Build and leverage relationships within Adobe to solve very complex customer problems, including working with product teams to enhance solutions. 

• Accountable for all foundational activities of the program from inception to closure, including solid governance, communication, and organizational change with customer teams and internal Adobe teams  

• Lead regular communication with both the customer and internal teams and tie back our execution to customer expectations. 

• Achieve customer satisfaction through the successful delivery of a defined program scope and the successful realization of key business objectives and metrics. 

• Accountable for collating customer requests, deployment issues, and feedback into the core products channel.  

• Support work tracks that may involve third-party subcontractors and technology partners as required. 

• Act as the central client contact throughout the program's life, including support for contractual changes and onboarding of additional Project Managers and technical teams for new work tracks or projects.  

• Facilitate capturing and communicating experiences in formal post-mortem, feeding lessons learned, best practices and resources back into the consulting practice.  

• Provide oversight for services engagements to ensure adherence to governance standards and support customer success applying Adobe Consulting’s tools and processes. 

• Accountable for issue management and leadership across Adobe, including sales, services, and product organizations 

• Partner with our Sales organization to strategize new consulting opportunities or grow defined accounts based on current engagement. 

• Elevate and encourage your team through conscientious, effective leadership 

• Apply Adobe’s Service Governance and Delivery Methodology, apprentice others in the methodology and drive practice and process improvements.  

Requirements 

• 10-15 years of proven experience leading customer-facing client implementation projects in a consulting and/or technology professional services organization, including delivering enterprise-scale implementations 

• Entrepreneurial thinker, skilled in anticipating future needs and proactively acting on solutions. 

• Strong verbal, presentation and written communication skills. 

• Excellent problem-solving skills, with a demonstrated ability to lead teams identifying issues, solve them quickly and well, and rely on internal resources to assist, when needed. 

• Strong conflict resolution and negotiating skills. 

• Professional demeanor, ability to interact with and lead matrixed teams throughout Adobe, and communication with account managers, directors, and VPs, including CXOs. 

• Superb organizational skills to coordinate complicated programs with multiple projects at a business or solution level. 

• Skill in leading teams and ensuring delivery quality through delegation and inspection 

• Exceptional team building and team leadership skills, with proven experience running virtual and dispersed teams. 

• Tight fiscal management and scope control experience.  

• Risk identification, analysis, and proactive resolution abilities 

• Prior experience with the launch and operation of a highly available, high-traffic internet or mobile service. 

• Proven track record of understanding and articulating the impact of business requirements to technical effort, articulating how technology solutions solve business problems, and guiding business and IT teams to solve sophisticated project challenges. 

• Mastery of custom software development processes and engagement methodologies. Practical experience in running Agile and Scrum development projects. 

• Familiarity with the following languages and technologies: HTML, HTML5, XML, Java, WCM, Web analytics, content targeting  

• Previous experience with one or more of the following: Web Content Management, Rich internet applications, Web & Social Analytics, online ad targeting and content personalization. 

• Ability to handle yourself and others in an environment of ambiguity with diverse partners both internal and external. 

• Ability to build strong relationships and generate opportunities for repeat business. 

• Consistent record of defining and supporting practice and program development within a Consulting organization. 

• Previous experience leading off-shore teams.  

• Willingness to travel up to 60%  

Desired 

• MBA 

• Experience as a consulting manager in a top-tier management consulting firm OR as an accountable and practitioner manager/director from a customer organization is preferred 

• Six or more years leading Agile development projects 

• Proficient in multiple delivery methodologies such as water-fall, Six-Sigma 

• Certified ScrumMaster, PMP Certification, SAFe certification 

• Adobe Experience Cloud implementation experience