Operations Manager - Technical Support

Job Description

Our CompanyChanging the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.Were on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!Adobe is a place where exceptional people work dont just take our word for it, our employees have recently voted us and Adobe Japan has been ranked 13th for Great Place to Work.Were proud to offer market competitive employee benefits designed to suit you and your lifestyle. Some of the great benefits include health insurance, global days off, wellness fund, parental leave, access to our Employee Stock Purchase Program and programs designed to help you continue to build your career. To learn more, please visit Adobe Benefits.We also proudly empower our employees to get involved with corporate social responsibility and offer a broad range of opportunities to enable you to make a bigger impact through philanthropy, employee, and community engagement.We know that people are the differentiator in our business, and thats why we want to meet you!Our TeamWe are a team that provides Creative Cloud and Document Cloud solutions to enterprise customers. We nurture long-term relationships, develop account plans for new relationships, and seek out opportunities to help businesses become digital experts. Closing a sale is just the beginning. To truly succeed, our customers need to derive maximum value from our products and stay with us for life. Our team works closely with customers to help them understand, adopt, and make the most of their Adobe solutions.We collaborate with business and technical stakeholders to support the sales process and quickly set up customers with our solutions. We leverage our technical knowledge and interpersonal abilities to create significant wins for both our customers and Adobe. Through problem-solving, troubleshooting, and providing advice on product usage, we enhance customer satisfaction and build long-term relationships.The OpportunityThe Adobe Integrated Customer Experience team is seeking a passionate and dedicated individual to join our Japan and APAC teams. The Operations Manager - Technical Support oversees third-party partner vendor team who provide technical support for customers ranging from SMB to Enterprise. This role is a highly critical position; it supports partner growth as a trusted business partner and significantly impacts Adobes overall business.Job ResponsibilitiesPartnership and Operations Management:

• Lead the operations as a business leader and contribute to Adobes growth and success.
• Manage relationships and operations of service delivery partners.
• Serve as the primary conduit of information and communication between Adobe and service delivery partners.
• Conduct regular site visits, meetings, and presentations with service delivery partners to review operations and performance metrics.
• Ensure partner accountability for meeting meaningful metrics outlined in the contract.

Efficiency, Quality, and Engagement Improvement:

• Identify improvement opportunities with a focus on business impact.
• Drive efficiency, quality, and engagement at partner locations.
• Assist partners in resolving service delivery issues and restoring quality and efficiency standards.
• Collaborate with Training and Quality leaders to improve training and content for agents.
• Contribute thought leadership on standard methodologies for business transformation.

Data and Reporting:

• Provide key data and metrics reporting on service delivery partner operations and performance.
• Collaborate with managers and partners to plan for capacity and resourcing requirements.
• Ensure partners have the necessary resources to complete operations successfully.

Global Collaboration:

• Establish collaborator relationships with other regions to address operational and business challenges.
• Collect feedback from the partner team and collaborate with the global process improvement team.
• Share and learn from standard methodologies to promote ongoing improvement and mutual success.

What You Need to Succeed

• A customer obsession for delivering support excellence.
• Minimum 5 years of experience managing a technical support team.
• At least 2 years of managerial experience managing end-to-end contact center partner operations.
• Experience managing customer support operations through email, voice, and chat.
• Excellent organizational and multitasking skills.
• Proficiency in Japanese and business-level English.
• A problem-solving approach with a passion for exploring new Adobe products and technologies.
• The ability to embrace teamwork while being an independent, proactive self-starter.

Preferred Experience

• Proven experience as a manager in a business process operations company.
• Experience in managing revenue targets and achieving growth in a contact center or sales operations role.
• Knowledge of Adobe Solutions such as Creative Cloud and Document Cloud.
• Knowledge of process improvement methodologies such as Six Sigma.
• COPC certified or relevant level of knowledge.

Adobe for AllAdobe strives to create an environment where our employees can do their best work and drive their career growth and development based on their personal goals. From fair-pay practices toEmployee Networksand programs designed to make everyone feel included, were committed to fostering a diverse and inclusive workplace for all.Take the plunge and jump inLike what you have read and keen to jump in Think you might not have all the skills we are looking for Just take the plunge and apply we know that by bringing together a diverse group of people, we are so much better together. Wed love to see where we can help driveCreativity for All together.Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each others employees.Locations - LocationTokyo, Tokyo, Japan

Keyskills :
technical support management customer relationship management process improvement methodologies data analysis and reporting team collaboration business partner multitasking corporate social responsibility leave employee benefits communication