Group Manager, Global Customer Operations & Growth

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From Adobe’s original posting

Group Manager, Global Customer Operations & Growth Location: Delhi/NCR Team Size: ~1,000 (in-house + vendor/partner) Scope: Global Customer Base — B2C About the Role We're looking for a high-energy, aggressive, results-driven leader to own global customer operations for Adobe's global customer base across B2C. This role combines support, vendor management, and revenue growth — leading a large, distributed team to deliver excellent service while actively driving retention and sales outcomes. This is a scale-and-transform mandate, not a steady-state operations role. What You'll Do • Own global support operations for Adobe's customers, ensuring consistent, high-quality service across all channels. • Drive AI-led automation and self-service to improve efficiency and reduce customer effort without compromising quality. • Manage a large network of vendor/partner teams, holding them accountable to SLAs, quality, and cost efficiency. • Lead a service+sales motion — identifying and converting upsell, cross-sell, and retention opportunities across the B2C base. • Own retention and cancellation outcomes, setting and driving targets to reduce global churn. • Lead, coach, and scale a large,…