Director of Consumer Trust Policy & Incident Response

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

Job summary

Adobe seeks a senior leader to drive consumer trust policy development and incident management, protecting users from fraud and related risks. You will coordinate cross-functional responses, establish governance, and translate insights into scalable policies and playbooks.

With 10+ years in a relevant field, you will partner with Product, Legal, Security, and Engineering to balance risk and customer experience while driving impactful, structured improvements.

Qualifications

• Strong judgment and the ability to make effective decisions in complex, ambiguous, and rapidly evolving situations.
• Proven ability to lead complex cross-functional initiatives and influence teams and senior stakeholders without direct authority.
• Experience developing policies, decision frameworks, governance models, or scalable operational processes.
• Excellent written and verbal communication skills, including the ability to translate complex issues into clear executive-level recommendations.

Responsibilities

• Lead policy development and incident management within Adobe's Global Consumer Trust organization, helping protect consumers and Adobe from fraud, abuse, scams, account compromise, and emerging trust threats.
• Coordinate significant consumer trust incidents, bringing together teams across Adobe to assess impact, establish priorities and ownership, drive decisions, and ensure effective resolution.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to manage incidents and drive cross-functional action.
• Develop and maintain incident frameworks, severity criteria, escalation processes, playbooks, and governance that enable consistent and effective response.
• Lead post-incident reviews and translate lessons from incidents, investigations, customer experiences, and emerging threats into clear, scalable policies and systemic improvements.
• Develop and evolve consumer trust policies and decision frameworks covering areas such as fraud, abuse, scams, customer harm, remediation, and enforcement.
• Partner with Product and operational teams to translate policies into processes, controls, product requirements, training, and customer experiences.
• Identify recurring risks and advocate for improvements that reduce consumer harm and prevent recurrence.
• Establish metrics and executive reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.

Skills

Judgment

Cross-functional collaboration

Policy implementation

Decision making under ambiguity

Program management

Executive communication

Education

Bachelor's or Master's in CS, Economics, or related field

Job description

Adobe seeks a senior leader to drive consumer trust policy development and incident management, protecting users from fraud and related risks. You will coordinate cross-functional responses, establish governance, and translate insights into scalable policies and playbooks.

With 10+ years in a relevant field, you will partner with Product, Legal, Security, and Engineering to balance risk and customer experience while driving impactful, structured improvements.