Director of Software Engineering & Applied AI (Level 6) - Product Success Engineering, Adobe Ex[...] (San Jose)

Adobe Inc.
San Jose, CA

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're 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!

About the Role

The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking a n innovative Director of Software Engineering & Applied AI to lead the development of AI agents, tool ing, and automation to help customer s directly support , operate, and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support & success through intelligent automation and AI agents across the AEP portfolio . You r work will help fundamentally transform how we serve , support, and accelerate time-to-value for our customers by empowering them directly with engineering best practices.

A s the engineering leader , you will be responsible for the design and develop ment of Agentic-first solutions that span across core customer success domains:

  • Troubleshooting & Support - Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities

  • Run & Operate - Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain AEP customer-specific implementation reliability

  • Adoption & Value - Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools

In this role, you will collaborate with other members of our multidisciplinary team , including solution architects and data sci entists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes.

Key Responsibilities

Strategic Leadership & Vision

  • Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes

  • Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization

Team Management & Organizational Development

  • Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence

  • Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP

Product & Technical Execution

  • Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations

  • Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization

Customer Success Engineering Innovation

  • Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements

  • Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards

Cross-Functional Partnership & Influence

  • Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives

  • Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions

Required Qualifications

Educational Foundation & Core Experience

  • Bachelor's degree in Computer Science , Engineering, or related technical field, with 10+ years of software engineering experience , including 5+ years in engineering leadership roles managing teams of 10+ engineers

  • Demonstrated expertise in Applied AI/ML with 3-5 years of hands-on experience deploying production AI systems, including deep understanding of LLMs, generative AI, prompt engineering, and RAG architectures

Technical Leadership & Architecture

  • Proven track record of architecting and delivering large-scale, cloud-native platforms and distributed systems, with expertise in microservices, API design, and enterprise integration patterns

  • Strong background in customer intelligence platforms, analytics systems, and data pipeline architecture, with experience building real-time decision engines and predictive modeling systems

  • Product and growth mindset, with a strong ability to translate customer challenges into scalable, automated solutions that drive adoption and business impact

Customer Success & B2B SaaS Expertise

  • Deep understanding of B2B SaaS customer success methodologies, including customer health scoring, churn prediction, adoption analytics, and expansion revenue optimization

  • Experience leading customer-facing engineering teams or technical account management organizations, with demonstrated ability to translate customer feedback into product improvements

Leadership & Communication

  • Exceptional communication skills with the ability to influence senior stakeholders, present to executive leadership, and drive alignment across diverse technical and business teams

  • Proven ability to hire, develop, and retain top engineering talent while fostering inclusive, high-performance team cultures focused on customer outcomes

Preferred Qualifications

  • Experience embedding self-service BI , AI-powered recommendation s , and workflow automation into enterprise SaaS products

  • Knowledge of customer engagement strategies, marketing automation, and digital adoption platforms

  • E xpertis]]>

Posted 2025-08-21

Recommended Jobs

Test Technician

Fremont, CA

Immediate Hiring for Computer Test Technician Looking for candidates who has experience rebuilding or testing computers or working with PCB Boards Job Description Perform testing duties simi…

View Details
Posted 2025-07-30

In House Counsel Jobs | JDHuntr 36710 Assistant General Counsel, Litigation, Ontario, CA

In House Jobs | JDHuntr
Ontario, CA

In House Counsel Jobs | JDHuntr 36710 Assistant General Counsel, Litigation, Ontario, CA\ To apply go to JDHuntr.com \ must be a seasoned litigator with experience in both state and federal court,…

View Details
Posted 2025-07-29

Director- Product Design - Hardlines (Glendale)

Disneyland Hong Kong
Glendale, CA

The global licensed product design and development team is responsible for partnering with licensees to design and deliver Disney consumer products, extending the brand into the daily lives of famili…

View Details
Posted 2025-08-21

General Manager (Santa Rosa)

TheKey
Santa Rosa, CA

Join to apply for the General Manager role at TheKey 1 day ago Be among the first 25 applicants Join to apply for the General Manager role at TheKey For nearly 20 years, TheKey has helped…

View Details
Posted 2025-08-21

Automotive Claims Customer Service Representative

Portfolio
Lake Forest, CA

Automotive Claims Customer Service Representative Location Lake Forest, CA : Description:At this time, an Automotive Claims Customer Service Representative ( Protection Claims Adjuster I ) is need…

View Details
Posted 2025-08-18

Assoc Contract Pricing Specialist

Global Channel Management, Inc.
San Diego, CA

Assoc Contract Pricing Specialist needs 3 years of experience in sales, customer support, or contract administration Assoc Contract Pricing Specialist requires: Bachelor's degree, preferably in …

View Details
Posted 2025-07-30

Inventory Clerk

Aerotek
Mission Viejo, CA

Job Title: Medical Supply Distribution Specialist Job Description Join our team as a Medical Supply Distribution Specialist, where you will play a vital role in ensuring the seamless distribu…

View Details
Posted 2025-07-29

Representative, Customer Service - New Patient Care

Cardinal Health
Sacramento, CA

**Shift- Monday- Friday 8:30 am - 5:00 pm PST - or as business needs dictate -remote** **_What Customer Service Operations contributes to Cardinal Health_** Customer Service is responsible for establi…

View Details
Posted 2025-07-29

Embrace Healthcare Adventures in Scenic Santa Cruz!

NurseRecruiter
Santa Cruz, CA

Registered Nurse - Progressive Care - Travel - (PCU RN) Join an energetic team of healthcare professionals as a Registered Nurse in beautiful Santa Cruz! With its stunning coastal views, vibrant comm…

View Details
Posted 2025-07-31

Clinical Account Manager

Charter College
Oxnard, CA

Clinical Account Manager (Full-Time) Charter College , an established and growing career college with locations in Washington, Montana, New Mexico, Alaska, and Southern California, is adding a So…

View Details
Posted 2025-08-07