Program Manager
- Adobe
- 8 - 13 years
- Noida, Gurugram
- 1 month ago
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Job Description
We are seeking a highly organized, proactive, and collaborative Program Manager to drive strategic initiatives and operational excellence within our Customer Engineering team. This dual-role blends program management expertise with high-level operations leadership to ensure alignment, efficiency, and superior execution across our team. The ideal candidate
will be someone who can manage complex projects, streamline processes, and offer valuable insights to leadership, all while ensuring the delivery of top-notch technical support and digital solutions to our customers.
Key Responsibilities:
Program Management:
Cross-Department Collaboration: Act as the point of contact between Operations and the Customer Advocacy team, supporting initiatives that drive customer engagement.
Customer Experience Projects: Contribute to shaping and advancing customer experience projects, specifically within Product and Technical Operations.
Liaison Role: Work closely with various teams across the business to identify and address needs and drive initiatives with a customer impact.
Program Oversight: Lead customer-focused programs, especially when PMO resources are unavailable, ensuring smooth execution of key initiatives.
Service Delivery Improvements: Actively participate in initiatives aimed at improving service delivery across Product teams.
SLA and OLA Management: Develop, track, and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to meet business objectives.
Continuous Improvement: Proactively identify areas for enhancement, share lessons learned, and encourage a culture of improvement within the team.
Metrics Development: Collaborate to define key performance indicators and metrics that assess the success of service delivery improvements
Strategic Connector: Serve as the strategic link between the India operations team and Business
Operations leaders at headquarters, ensuring alignment on global initiatives and reporting.
VP Operations Support: Provide high-level insights to the VP of Customer Engineering by managing priorities, identifying organizational gaps, and equipping leadership with the right information for strategic decision-making.
Project Leadership: Lead and drive special projects across the business unit (BU), collaborating with multiple stakeholders to ensure successful outcomes.
India & Global Reporting: Serve as the primary point of contact for all India-related reporting, including managing the quarterly India & Global report and coordinating site- level activities.
Resource Planning and Allocation: Manage headcount allocation and operations planning, ensuring alignment between resources and business priorities.
Qualification Required:
A bachelors degree in business, Engineering, Computer Science, or a related field; an MBA or advanced degree is preferred.
8+ years of experience in program management, operations, or a similar role, ideally in a technical or customer-facing environment.
Strong understanding of technical support processes, digital experience solutions, and customer-focused strategies.
Excellent organizational, analytical, and problem-solving abilities.
Exceptional communication and interpersonal skills, with the ability to work effectively across teams and with senior leadership.
Proficiency in project management tools (eg, Jira, Asana, Trello) and data analysis platforms (eg, Excel, Tableau).
Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities with precision.
Preferred Qualifications:
Experience in Customer Engineering, Technical Support, or Digital Experience teams.
Familiarity with customer support platforms (eg, Zendesk, Salesforce Service Cloud).
Knowledge of digital transformation trends and emerging technologies.
Prior experience in project management or similar strategic Program manager operations role.
Key Competencies:
Strategic thinking and problem-solving.
Leadership and influence.
Cross-functional collaboration and teamwork.
Attention to detail and high standards of execution.
Adaptability and resilience in a changing environment.
Why Join Us
Work in an innovative, fast-paced environment dedicated to delivering exceptional customer experiences.
Play a pivotal role in shaping the future of technical support and digital solutions.
Collaborate with a passionate, diverse team focused on driving customer success.
This job description provides an outline of the core responsibilities and qualifications for the role but is not exhaustive. The successful candidate will need to adapt to changing business needs and contribute to the overall success of the Customer Engineering team.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Technology / ITRole: Program Manager - Technology / ITEmployement Type: Full timeContact Details:
Company: AdobeLocation(s): Noida, Gurugram+ View Contact
Keyskills: Service delivery Data analysis Operational excellence Project management Analytical Customer support Continuous improvement Adobe Operations Technical support
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