Director, Incident Policy & Consumer Trust

Adobe Inc.; San Jose (CA); On-site; USD 189,000 - 273,000; Full time

Job summary

Adobe leads consumer trust policy development and coordinates responses to fraud, abuse, scams, and account integrity incidents. You will bring structure and cross-functional leadership to drive scalable policies and improvements.

Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and other teams to manage incidents and translate lessons into governance frameworks. This role demands extensive experience in policy, risk management, and program leadership.

Qualifications

• Bachelor's or Master's degree in CS, Economics, or related field.
• 10+ years of hands-on industry experience.
• Strong judgment in complex, ambiguous, rapidly evolving situations.
• Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field.
• Proven ability to lead complex cross-functional initiatives and influence senior stakeholders without direct authority.
• Experience developing policies, decision frameworks, governance models, or scalable operational processes.
• Strong analytical and problem-solving skills with ability to identify broader trends.

Responsibilities

• Lead policy development and incident management within Adobe's Global Consumer Trust organization.
• Coordinate significant consumer trust incidents, bringing teams together to assess impact and drive resolution.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and others to manage incidents.
• Develop and maintain incident frameworks, severity criteria, escalation processes, playbooks, and governance.
• Lead post-incident reviews and translate lessons into clear, scalable policies and systemic improvements.
• Develop and evolve consumer trust policies and decision frameworks covering fraud, abuse, and remediation.
• Collaborate with Product and operations to translate policies into processes, controls, training, and customer experiences.
• Identify recurring risks and advocate improvements to reduce consumer harm.
• Establish metrics and executive reporting on incidents, risks, policy effectiveness, and remediation progress.

Skills

Cross-functional leadership

Incident management

Fraud prevention

Policy development

Governance models

Analytical thinking

Communication skills

Program management

Risk management

Education

Bachelor's or Master's degree in Computer Science, Economics, or related field

Job description

Adobe leads consumer trust policy development and coordinates responses to fraud, abuse, scams, and account integrity incidents. You will bring structure and cross-functional leadership to drive scalable policies and improvements.

Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and other teams to manage incidents and translate lessons into governance frameworks. This role demands extensive experience in policy, risk management, and program leadership.