Policy & Incident Lead — Consumer Trust

Adobe; San Jose (CA); On-site; USD 131,000 - 190,000; Full time

Job summary

Adobe empowers teams to lead the response to significant consumer trust incidents across fraud, abuse, scams, and account compromise. You will coordinate across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and GTM to set priorities, drive resolution, and communicate with stakeholders.

You’ll translate insights from incidents into scalable trust policies and playbooks, and lead post-incident reviews to close gaps and prevent recurrence.

Qualifications

• Bachelor’s degree in Tech, economics; 5+ years experience.
• Strong judgment and 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.

Responsibilities

• Lead the response to significant consumer trust incidents involving fraud, abuse, scams, account compromise, and other threats.
• Coordinate teams across Adobe to assess impact, set priorities, and drive resolution.
• Provide structure and leadership during fast-moving incidents with clear ownership, escalation paths, and action tracking.
• Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to coordinate response.
• Lead post-incident reviews to identify root causes, control gaps, and prevention opportunities.
• Translate incident insights into scalable consumer trust policies and decision frameworks.
• Develop and maintain policies, playbooks, escalation criteria, and operational guidance for fraud and customer protection.
• Identify recurring risks and drive improvements to strengthen Adobe’s incident response.

Skills

Fraud prevention

Trust & safety

Risk management

Incident management

Policy

Customer protection

Security

Communication

Program management

Education

Bachelor’s degree in Tech or Economics

Job description

Adobe empowers teams to lead the response to significant consumer trust incidents across fraud, abuse, scams, and account compromise. You will coordinate across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, and GTM to set priorities, drive resolution, and communicate with stakeholders.

You’ll translate insights from incidents into scalable trust policies and playbooks, and lead post-incident reviews to close gaps and prevent recurrence.