Social Care & Community Management Lead

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!

The Social Care & Community Management lead will run Adobe's global social care, community response, and product-adjacent engagement strategy. This leader will develop how Adobe supports customers in the moments where transparency, compassion, and accuracy matter most.

The role involves modernizing our entire response ecosystem, improving response quality, strengthening product feedback loops, and building new standards for how Adobe participates in social and community spaces and forums. The goal is to elevate customer trust, create consistency, and ensure Adobe shows up with a unified brand voice across every channel!

Own the end-to-end strategy care on social across reactive response, proactive engagement, and product-focused support. Establish standards for speed, quality, tone, empathy, and brand consistency. Build a comprehensive operating framework that includes workflow design, QA programs, tools, training, and solution paths.

Modernize community engagement across social channels, forums and other community platforms. Strengthen product education and advocacy through intentional and helpful conversations with users. Identify recurring issues, sentiment trends, and community themes that can be shared with Product, Customer Care, Comms, and Marketing partners.

Create structured feedback loops that convert customer comments, complaints, and praise into actionable insights. Work closely with Product, Engineering, and Customer Care to improve triage models, trending assessments, and the resolution of systemic issues. Deliver reporting frameworks that highlight volume, topics, sentiment shifts, operational performance, and business impact.

Help co-define a clear voice-of-brand for social care and community interactions. Oversee quality assurance, training programs, and coaching models that improve consistency and empathy across all responses. Partner with Legal, Corporate Communications, and leadership during high-visibility moments or crisis scenarios.

Shape a roadmap for next-generation social care, including AI-assisted response models and improved knowledge tools. Explore new community surfaces, creator-native channels, and emerging engagement formats. Test new programs, rituals, and scalable ways to strengthen user loyalty and value.

Manage global teams responsible for social care and community management. Oversee vendor partners, staffing models, and platform relationships. Collaborate with the broader social team, product teams, measurement teams, and partners across Adobe to ensure alignment and impact.

• Strong experience leading social care or community management programs at scale for global organizations.
• Deep knowledge of social support operations, tone strategy, response QA with a background managing communities on platforms like Reddit, Discord and other social forums.
• Ability to translate user issues and insights into clear action for cross-functional partners.
• Comfortable collaborating alongside Product, Engineering, Legal and Comms during sensitive or complex situations.
• Demonstrated success managing global teams and external partners.
• Excellent communication skills with a focus on clarity,…