Group Manager, Global Customer Operations & Growth

Adobe; Dadri; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

Adobe is seeking a Group Manager to lead Global Customer Operations & Growth for its B2C base, based in Delhi/NCR. You will head a large, distributed team (in-house + vendor) to deliver high-quality support while driving retention and revenue growth.

You will champion AI-driven automation, optimize self-service, manage vendor networks, and set performance metrics across cost, CSAT, and churn. This scale-and-transform mandate requires a bold, results-focused leader.

Qualifications

• 12–18 years in customer operations or service delivery with large team leadership.
• Proven track record driving revenue or retention outcomes within a service organization.
• Experience with AI-driven automation or self-service tooling.

Responsibilities

• Own global support operations for Adobe's customers across B2C.
• Drive AI-led automation and self-service to improve efficiency and reduce customer effort.
• Manage a large network of vendor/partner teams and enforce SLAs, quality, and cost control.
• Lead a service+sales motion—identify and convert upsell, cross-sell, and retention opportunities.
• Own retention and cancellation outcomes, setting targets to reduce churn.
• Lead, coach, and scale a large global team (in-house + vendor) with an outcomes-first mindset.
• Set ambitious metrics like cost-per-contact, CSAT, retention, and conversion.
• Partner with Product, Engineering, and Sales to shape roadmap and strategy.

Skills

Vendor management

Team leadership

Revenue growth

Global operations

AI-driven automation

Job description

Group Manager, Global Customer Operations & Growth Location: Delhi/NCR Team Size: ~1,000 (in-house + vendor/partner) Scope: Global Customer Base — B2C

About the Role

We're looking for a high-energy, aggressive, results-driven leader to own global customer operations for Adobe's global customer base across B2C. This role combines support, vendor management, and revenue growth — leading a large, distributed team to deliver excellent service while actively driving retention and sales outcomes. This is a scale-and-transform mandate, not a steady-state operations role.

What You'll Do

• Own global support operations for Adobe's customers, ensuring consistent, high-quality service across all channels.
• Drive AI-led automation and self-service to improve efficiency and reduce customer effort without compromising quality.
• Manage a large network of vendor/partner teams, holding them accountable to SLAs, quality, and cost efficiency.
• Lead a service+sales motion — identifying and converting upsell, cross-sell, and retention opportunities across the B2C base.
• Own retention and cancellation outcomes, setting and driving targets to reduce global churn.
• Lead, coach, and scale a large, multi-layered global team (in-house + vendor/partner) with an outcomes-first mindset.
• Set and hold the organization accountable to ambitious metrics — cost-per-contact, CSAT, retention, conversion.
• Partner with Product, Engineering, and Sales to ensure customer and market signals shape roadmap and strategy.

What You Bring

• 12-18 years in customer operations, technical support, or service delivery, including leading large teams (500+) with vendor/partner management experience.
• A proven track record driving revenue or retention outcomes within a service organization — not purely cost-center support experience.
• Strong operational and analytical rigor — comfortable owning hard metrics and driving performance against them.
• Experience with AI-driven automation or self-service tooling in a support/CX context.
• Global, cross-cultural team leadership across global B2C customer bases.
• An aggressive, high-ownership mindset — energized by scale and transformation.

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. Let’s Adobe together 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.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us!

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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com 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].