Group Manager, Global Customer Operations & Growth

Location: Delhi/NCR
Team Size: ~1,000 (in-house + vendor/partner)
Scope: Global Customer Base — B2C

About the Role

We're looking for a high-energy, aggressive, results-driven leader to own global customer operations for Adobe's global customer base across B2C. This role combines support, vendor management, and revenue growth — leading a large, distributed team to deliver excellent service while actively driving retention and sales outcomes. This is a scale-and-transform mandate, not a steady-state operations role.

What You'll Do

- Own global support operations for Adobe's customers, ensuring consistent, high-quality service across all channels.
- Drive AI-led automation and self-service to improve efficiency and reduce customer effort without compromising quality.
- Manage a large network of vendor/partner teams, holding them accountable to SLAs, quality, and cost efficiency.
- Lead a service+sales motion — identifying and converting upsell, cross-sell, and retention opportunities across the B2C base.
- Own retention and cancellation outcomes, setting and driving targets to reduce global churn.
- Lead, coach, and scale a large, multi-layered global team (in-house + vendor/partner) with an outcomes-first mindset.
- Set and hold the organization accountable to ambitious metrics — cost-per-contact, CSAT, retention, conversion.
- Partner with Product, Engineering, and Sales to ensure customer and market signals shape roadmap and strategy.

What You Bring

- 12-18 years in customer operations, technical support, or service delivery, including leading large teams (500+)



with vendor/partner management experience.
- A proven track record driving revenue or retention outcomes within a service organization — not purely cost-center support experience.
- Strong operational and analytical rigor — comfortable owning hard metrics and driving performance against them.
- Experience with AI-driven automation or self-service tooling in a support/CX context.
- Global, cross-cultural team leadership across global B2C customer bases.
- An aggressive, high-ownership mindset — energized by scale and transformation.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and Gen Studio 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. We’re 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 excellent ideas can come from anywhere in the organization. The next big idea could be yours.

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our , , , comprehensive , the , the we serve, and how you can help us advance our mission of empowering everyone to create.

📌 Group Manager, Global Customer Operations & Growth (India)
🏢 Adobe
📍 India