Policy and Incident Specialist

Adobe; California; Sur place; BRL 730 000 - 1 056 000; Plein temps

Résumé du poste

Adobe seeks a senior leader to head responses to significant consumer trust incidents, coordinating internal teams to assess impact, set priorities, and drive resolution. You’ll establish clear ownership, escalation paths, and stakeholder communications to move quickly in fast-changing situations.

You will translate insights from incidents and customer experiences into scalable trust policies, develop playbooks, and improve processes across Fraud Prevention, Product, Engineering, Legal and

Qualifications

• Bachelor’s degree or higher with tech/economics focus (as stated).
• Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or related field.
• Proven ability to coordinate complex cross-functional initiatives and drive outcomes across teams without direct authority.
• Experience developing policies, decision frameworks, playbooks, governance models, or scalable operational processes.
• Strong analytical and problem-solving skills with the ability to move from incidents to trends and root causes.
• Ability to balance fraud and consumer protection with customer experience, business impact, and feasibility.
• Strong program management skills with structured execution, accountability, and follow-through.
• Excellent written and verbal communication skills for senior stakeholders.

Responsabilités

• Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution.
• Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action.
• Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence.
• Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks.
• Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement.
• Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences.
• Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents.
• Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

Connaissances

Cross-functional leadership

Fraud prevention

Trust & safety

Risk management

Incident management

Policy development

Customer protection

Policy governance

Analytical thinking

Program management

Communication skills

Formation

Bachelor’s degree - Tech, economics

Description du poste

• Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution.
• Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action.
• Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence.
• Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks.
• Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement.
• Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences.
• Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents.
• Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

What You’ll Do

• Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other emerging threats, coordinating teams across Adobe to assess impact, establish priorities, and drive resolution.
• Provide structure and leadership during fast-moving incidents by establishing clear ownership, escalation paths, action tracking, decision-making, and stakeholder communications.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response and drive cross-functional action.
• Lead post-incident reviews to identify root causes, control and policy gaps, and opportunities to prevent recurrence.
• Translate insights from incidents, investigations, customer experiences, and emerging threats into clear and scalable consumer trust policies and decision frameworks.
• Develop and maintain policies, playbooks, escalation criteria, and operational guidance covering fraud, abuse, scams, customer harm, remediation, and enforcement.
• Partner with Product and operational teams to translate policy into effective processes, controls, product requirements, training, and customer experiences.
• Identify recurring and systemic risks and drive improvements that strengthen consumer protection and Adobe’s ability to respond to future incidents.
• Develop metrics and reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

What You Need To Succeed

• Bachelor’s degree - Tech, economics
• 5 years+ experience
• Strong judgment and demonstrated ability to make effective decisions in complex, ambiguous, and rapidly evolving situations.
• Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field.
• Proven ability to coordinate complex cross-functional initiatives and drive outcomes across teams without direct authority.
• Experience developing policies, decision frameworks, playbooks, governance models, or scalable operational processes.
• Strong analytical and problem-solving skills with the ability to move from individual incidents to broader trends, root causes, and systemic risks.
• Ability to balance fraud and consumer protection with customer experience, business impact, operational feasibility, and risk.
• Strong program management skills with a structured and methodical approach to execution, accountability, and follow-through.
• Excellent written and verbal communication skills, including the ability to communicate complex or sensitive issues clearly to senior stakeholders.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail].

AI Use Guidelines for Interviews

Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $81,500 - $189,800 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. In California, the pay range for this position is $131,100 - $189,800. In New York, the pay range for this position is $131,100 - $189,800.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices

California

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado

Application Window Notice

There is no deadline to apply to this job posting because Adobe accepts applications for this role on an ongoing basis. The posting will remain open based on hiring needs and position availability.

Massachusetts

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.