Incident Response & Consumer Trust Policy Lead

Adobe Inc.; San Jose (CA); On-site; USD 120,000 - 210,000; Full time

Job summary

Adobe seeks a proactive Incident Response Lead to coordinate cross-functional teams across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and GTM. You will manage high-stakes consumer trust incidents, establish clear ownership and escalation, and drive post-incident reviews for root cause analysis and remediation.

You will translate insights into scalable policies and playbooks, balancing protection with customer experience while guiding governance and risk management

Qualifications

• Bachelor's degree in a technical or economics field.
• 5+ years of experience in fraud prevention, trust & safety, risk management or related fields.
• Proven ability to coordinate cross-functional initiatives without direct authority.
• Experience developing policies, governance models or scalable operational processes.
• Strong analytical and problem-solving skills, able to identify trends and systemic risks.
• Ability to balance protection with customer experience and business needs.
• Excellent written and verbal communication with senior stakeholders.

Responsibilities

• Lead response to major consumer trust incidents involving fraud and abuse.
• Coordinate cross-functional teams to assess impact, set priorities, and drive resolution.
• Establish ownership, escalation paths, and action tracking during incidents.
• Partner with Fraud Prevention, Product, Engineering, Legal, Security and GTM.
• Lead post-incident reviews to identify root causes and preventive improvements.
• Translate incident insights into scalable trust policies and frameworks.
• Develop playbooks, escalation criteria, and operational guidance.
• Drive policy-to-process translation with product and operations.
• Identify systemic risks and opportunities to strengthen consumer protection.

Skills

Incident response

Cross-functional coordination

Policy development

Risk management

Decision making under pressure

Stakeholder communication

Program management

Education

Bachelor's degree - Tech, economics

Job description

Adobe seeks a proactive Incident Response Lead to coordinate cross-functional teams across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and GTM. You will manage high-stakes consumer trust incidents, establish clear ownership and escalation, and drive post-incident reviews for root cause analysis and remediation.

You will translate insights into scalable policies and playbooks, balancing protection with customer experience while guiding governance and risk management