Senior Manager, Product Management – ICX RTM (CRM & Omnichannel Platforms)
The Opportunity
The ATS Creativity & Productivity (C&P) Business Capability, Design & Delivery (BCDD) team is looking for an experienced Senior Manager to lead the CRM and Omnichannel product pillar within the Integrated Customer Experience (ICX) RTM organization.
This role is responsible for defining and driving the AI first product strategy and delivery for:
- CRM platforms supporting transactional Sales and Support teams
- High velocity sales experience including tooling
- Omnichannel communication platforms (chat, phone, messaging, contact center capabilities)
- Advisor-facing workflow automation and intelligent routing
- AI-enabled Advisor productivity capabilities
You will build trusted relationships across ICX leadership and drive a disciplined product perspective within your team. You will simplify and optimize complex end to end workflows in a highly matrixed environment.
You will articulate and influence at the VP and Senior Director level to drive transformation, particularly in areas of AI/GenAI enablement, platform modernization, and service reliability.
You will collaborate closely with Architecture, Engineering, UX, Analytics, and Vendor partners to prototype, validate, and scale solutions that improve advisor productivity, operational efficiency, and customer experience.
What You’ll Do
- Rapidly understand the ICX operating model and find opportunities to streamline critical workflows to drive measurable business value.
- Own and evolve the product vision and multi-quarter roadmap for CRM and internal sales transactional platforms.
- Present quarterly roadmap progress, platform health, and business impact to VP/Sr. Directors.
- Drive AI-first innovation across platforms, including intelligent case routing, automation, agent assist, and workflow optimization.
- Strengthen vendor engagement (e.g., CRM and CCaaS platforms, strategic cloud vendors) to ensure roadmap alignment and platform value realization.
- Improve service reliability and operational excellence by embedding SLAs, root-cause accountability, and technical debt reduction into product ownership.
- Make thoughtful trade-offs that balance quality, business value, scalability, and delivery timelines.
- Mentor and grow a high-performing team across global locations.
Needed to Succeed
- 10+ years of experience in software product management, including leadership of Product Managers in enterprise environments.
- Proven track record delivering complex enterprise platforms such as CRM systems, internal sales tools, case management systems, or omnichannel contact center platforms.
- Experience modernizing legacy systems into scalable, AI-enabled platforms.
- Practical knowledge of enterprise applications and integrations across CRM, service platforms, workflow automation, and cloud ecosystems.
- Proven ability to lead distributed teams across geographies.
- Intense curiosity in emerging AI/GenAI technologies and their application to advisor productivity and customer interaction platforms.
- MBA or Masters degree preferred.
- Interest in mentoring and growing product managers while fostering a focused product approach in everything we do.
- Attention to detail with a proactive attitude and the ability to work as part of a distributed team across North America and India.
- Intense curiosity and a sincere interest in learning new technologies, platforms, business processes.
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 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. 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 great 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 values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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AI Use Guidelines for Interviews: Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.
At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.
Expected Pay Range:
Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $138,300 -- $270,600 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In California, the pay range for this position is $186,900 - $270,600
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.