01Overview
Role Description
Customer expectations, buying behavior, and frontline engagement models are evolving rapidly. Adobe is transforming how we measure and improve customer conversations across the full lifecycle, from sales engagements to customer support interactions, using AI-enabled conversational intelligence, automation, and insight-led performance systems. This role will help build a scalable, data-driven quality and insights capability that continuously identifies:
What drives successful customer outcomes
Which behaviors improve sales and engagement effectiveness
Where operational, process, or governance improvements are needed
You will partner closely with sales enablement & coaching, and delivery teams to turn conversation insights into measurable business impact.
What You Will Do
Lead the shift toward AI-enabled, data-informed conversation quality and performance management
Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points
Evaluate end-to-end conversation lifecycle effectiveness across:
Discovery
Solutioning
Objection handling
Customer success
Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders, and frontline teams
Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives
Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns
Drive process improvements, governance enhancements, and operational optimization recommendations
Support adoption of AI-powered conversational analytics and automation tools
Measure the effectiveness of enablement and quality improvement initiatives
Lead a high-performing team focused on conversation analytics, insights, and continuous improvement
Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobes brand reputation and business integrity
Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure
Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk
Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale
Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives
Qualifications
812 years of experience in Sales & CX Analytics, Quality Analytics, Enablement
Strong understanding of sales and customer engagement conversation lifecycles
Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms
Strong analytical and problem-solving capabilities with the ability to convert insights into business actions
Experience driving cross-functional transformation and operational improvement initiatives
Excellent customer management, storytelling, and executive communication skills
Proven ability to influence behavior change through data and insights
Familiarity with compliance monitoring, risk identification, or governance frameworks within customer engagement or contact center environments
Preferred Experience
Experience with platforms such as Chorus, Observe.AI, NICE, Verint etc.
Exposure to AI-enabled quality monitoring and GenAI-assisted mentoring solutions
Familiarity with Power BI, Tableau, Looker, or similar analytics tools
Knowledge of Lean, Six Sigma, or other improvement methodologies
Experience working with Legal, Risk, or Compliance teams in a contact center or digital sales environment
Company Description
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity, and personalized customer experiences. Adobes industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. Were on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. .
