Senior Manager, Customer Support Enablement Specialist

6 days ago


Lehi, Utah, United States Adobe Full time

Job Summary

We are seeking a highly skilled Senior Manager, Customer Support Enablement to lead the training and enablement of our Customer Support organization globally. As a key member of our team, you will be responsible for developing and delivering enablement content, managing a team of curriculum developers, and driving business outcomes.

Key Responsibilities

  • Develop and deliver enablement content for the Digital Experience Customer Support organization, including technical, process, and behavioral knowledge tracks.
  • Manage a team of curriculum developers to create high-quality content that improves the Customer Support team's ability to receive, analyze, troubleshoot, and assist customers.
  • Collaborate with cross-functional teams, including Program and Change Management, to roll out new or revised content and drive business outcomes.
  • Measure and manage the development of individual team members' knowledge and understanding of applicable technologies, processes, and behaviors.
  • Partner with field, engineering, and business unit partners to refine and influence change to cross-departmental knowledge and information processes.

Requirements

  • Strong track record of delivering enablement content in an Enterprise environment.
  • Deep knowledge of enablement best practices and delivery methodologies.
  • Demonstrated work ethic and ability to foster a sense of teamwork across all members of the team and department.
  • Passion for development of individuals' knowledge.
  • Experience in developing technical, process, and behavioral knowledge tracks.
  • Ability to work in ambiguous and/or stressful situations.
  • Flexible, with ability to change priorities quickly, and capacity to balance multiple tasks.
  • Effective collaborator with proven process improvement skills.
  • Outstanding organization and time management skills.
  • Excellent communication and interpersonal skills.
  • Ability to consistently learn new technologies and apply those concepts to customers' needs.
  • Ability to work as part of a geographically dispersed team.
  • Ability to communicate effectively to both technical and non-technical audiences.

About Adobe

At Adobe, we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We are passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We are an equal opportunity employer and welcome diversity in the workplace. If you are looking to make an impact, Adobe is the place for you.



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