Group Manager – Customer Engagement

Adobe · Remote India · Remote · Posted 19 days ago

About this role

Headline - Build a capability that measures what matters, highlights what works, and drives better conversations, performance, and customer outcomes at scale. The Opportunity Customer expectations, buying behavior, and frontline engagement models are evolving rapidly. Adobe is transforming how we measure and improve customer conversations across the full lifecycle, from sales engagements to customer support interactions, using AI enabled conversational intelligence, automation, and insight-led performance systems. This role will help build a scalable, data-driven quality and insights capability that continuously identifies: What drives successful customer outcomes Which behaviors improve sales and engagement effectiveness Where operational, process, or governance improvements are needed You will partner closely with sales enablement & coaching, and delivery teams to turn conversation insights into measurable business impact. What You will Do Lead the shift toward AI-enabled, data informed conversation quality and performance management Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points Evaluate end-to-end conversation lifecycle effectiveness across: Discovery Solutioning Objection handling Customer success Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams Partner with Sales Coaching & Enablement to connect insights with coaching pr