The Senior Director of Adobe Customer Solutions - Global Delivery Center (ACS - GDC) is responsible for leading a multi-disciplinary team that delivers solutions for Adobe customers across all technology and functional areas within the Digital Experience business. This role includes managing people managers and individual contributors, ensuring the health and growth of the practice, and overseeing business performance and team development.
What You'll Do
Practice Capacity and Organization
- Align the practice team with organizational objectives and make recommendations related to team organization and headcount needs.
- Oversee recruiting, hiring, and onboarding, supported by Adobe onboarding programs.
- Conduct leadership and practice team meetings and communications.
- Support practice members in customer critical issues and practice initiatives.
- Collaborate with other ACS practice managers and the broader Adobe organization to drive common initiatives and objectives.
Practice Business Performance; Meeting Business Objectives
- Manage practice backlog and revenue acceleration.
- Maintain a healthy mix of onshore and offshore resources to optimize capacity and achieve margin goals.
- Oversee practice revenue forecast and operational reporting.
- Handle cost center ownership and expense management.
- Set practice strategy and quarterly priorities, leading team performance towards those priorities.
Customer Leadership
- Engage in delivery, pre-sales, and deal approval, supporting accountable client partners.
- Involve in customer-critical issues and customer-facing interactions, including onsite travel to stay current on engagement successes and challenges.
- Provide thought leadership, both internally and externally, and collaborate with centers of excellence on methodologies and tools.
Development of Team Members
- Mentor, guide, and coach ACS consultants to be the best in the industry.
- Conduct quality and routine check-ins, career action plans, and goal-setting with team members.
- Drive key people-related action items from employee pulse check-in surveys.
- Cultivate top talent and coach team members for promotion and readiness for next roles.
- Manage performance issues when necessary and develop team skills through partnerships with enablement teams.
- Provide feedback from various sources, including project feedback forms and 360° feedback tools.
- Recommend promotions, compensation, and annual rewards.
What You Need to Succeed
- Experience. 22+ years of total experience, with 12+ years as a consulting manager and 10+ years as a client-facing consultant delivering enterprise-scale technology solutions.
- Leadership. Proven thought leadership in content management, web analytics, campaign management, and other digital marketing and enterprise software technologies.
- Team Building. Experience building new teams and driving organizational transformation.
- Communication. Excellent verbal, presentation, and written communication skills, including executive communications.
- Problem-Solving. Strong problem-solving skills with the ability to identify issues, solve them quickly, and know when to rely on internal resources.
- Conflict Resolution. Strong conflict resolution and negotiation skills.
- Collaboration. Ability to collaborate effectively with teammates and clients, maintaining a professional demeanor.
- Organizational Skills. Superb organizational skills to lead cross-functional teams.
- Team Management. Outstanding team-building and management skills.
- Adaptability. Ability to lead in an environment of uncertainty, ambiguity, and complexity with diverse partners.
- Travel. Willingness to travel up to 50%.
Why Adobe?
At Adobe, you'll be immersed in an exceptional work environment that is recognized worldwide on Best Companies lists. You'll work alongside colleagues 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 is 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.
Equal Opportunity
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sex, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law.
Accessibility
Adobe aims to make Adobe.com accessible to all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please email [email protected] or call (408) 536-3015.
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