Senior Program Manager, Adobe Commerce Cloud

| Austin, TX
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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!
What you'll do
  • Partner with a variety of team to identify the highest impact opportunities, and launch initiatives to build new, and transform existing, support processes
  • Assume overall delivery responsibility for large cross-functional projects and lead end-to-end from inception through to delivery
  • Customer journey mapping and improvement(s) program owner
  • Work closely with architects and developers to ensure the best technical solutions are crafted with supportability in mind (support workflows)
  • Develop, evaluate, and implement improved processes, methods and tools to continually improve software support efficiency.
  • Report on status of quality, operations, support, and system performance to management.
  • Leadership and communicate well with various partners, managers, and team members.

What you need to succeed
  • 10+ years of enterprise application support, process improvement and program management experience.
  • Minimum 5 years of leadership experience (leading software support teams)
  • Working understanding of enterprise platforms and applications (i.e. Zendesk, Gainsight, Jira.. etc.)
  • Experience leading large geographically-distributed core teams
  • Excellent verbal and written communication, presentation and facilitation skills. Strong analytics & discernment are critical.
  • Experience with Agile, Kanban, scrum and other industry standard development methodologies
  • Proven experience leading/implementing self service & knowledge management
  • ITSM/ITIL Foundations, LSS Certifications, or PMP desired
  • Ability to work both independently and as part of a team in a fast peaced environment
  • End-to-End, holistic, strategic problem solver
  • Ability to travel up to 25% (when possible)
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