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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing global customer operations, driving AI-led automation, and leading large, diverse teams to achieve retention and revenue targets. Proven ability to partner with cross-functional teams to enhance service delivery and operational efficiency.
Highest-signal resume keywords
Customer Operations ManagementAI-Driven AutomationGlobal Team LeadershipVendor/Partner ManagementOperational and Analytical Rigor
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service DeliveryRevenue GrowthRetention StrategiesCross-Sell and Upsell TechniquesPerformance Metrics Management
Soft Skills
LeadershipCoachingAccountabilityHigh-Ownership MindsetCross-Cultural Communication
Industry Keywords
B2C Customer SupportCustomer Experience (CX)Global OperationsService Level Agreements (SLAs)Cost Efficiency
About the role
Key responsibilities & impact- Own global support operations for Adobe's B2C customers across all channels
- Drive AI-led automation and self-service to improve efficiency and reduce customer effort
- Manage vendor and partner teams, holding them accountable to SLAs, quality, and cost efficiency
- Lead service and sales motions, including upsell, cross-sell, and retention opportunities
- Own retention and cancellation outcomes and drive targets to reduce global churn
- Lead, coach, and scale a large, multi-layered global team comprising in-house and vendor/partner staff
- Set and enforce accountability for cost-per-contact, CSAT, retention, and conversion metrics
- Partner with Product, Engineering, and Sales to incorporate customer and market signals into roadmap and strategy
Requirements
What you’ll need- 12-18 years in customer operations, technical support, or service delivery
- Experience leading large teams of 500+ employees
- Vendor/partner management experience
- Proven track record driving revenue or retention outcomes within a service organization
- Strong operational and analytical rigor
- Experience with AI-driven automation or self-service tooling in a support/CX context
- Global, cross-cultural team leadership across global B2C customer bases
- Aggressive, high-ownership mindset energized by scale and transformation
- AI or recording tools are not permitted during live interviews unless explicitly invited, approved in advance as part of a reasonable accommodation, or otherwise authorized by the interviewer
Benefits
Comp & perks- Comprehensive benefits programs
- Reasonable accommodations for disabilities or special needs during the application process