Product Manager - Sales & Support Technology

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Job Title: Product Manager - Sales & Support Technology (CSMB/Telephony & AI)

Location:San Jose, CA

Overview

We're looking for an experiencedProduct Managerto join the BCDD/DMECSMBorganization, focusing onSales and Support technologiessuch astelephony, omnichannel engagement, and AI-driven capabilities. The ideal candidate combines strong executional skills with curiosity and technical depth to translate customer and business needs into scalable, data-backed solutions that enhance customer experience and advisor productivity.

Key Responsibilities

Product Strategy & Roadmap

• Assist in developing the vision and strategy for CSMB Sales & Support technologies, with a focus on telephony modernization, omnichannel workflows, and improvements using both AI and other technologies.
• Partner with senior product managers to align priorities with business goals and customer outcomes.

Cross-Functional Collaboration

• Work withEngineering, UX, Legal, and vendor partners(e.g., Microsoft, Amazon) to deliver high-quality, on-time releases.
• SupportConcept Accept (CA)meetings with clear storytelling, metrics, and aligned recommendations.

Customer & Market Insight

• Conduct research on customer challenges points, business needs, and competitive trends to guide feature design.
• Gather feedback to validate product concepts and improve adoption and usability.

AI & Innovation Enablement

• Partner with engineering and data science teams to identify, test, and deliverAI-powered featuresacross inbound and outbound journeys.
• Stay current on platforms likeAzure OpenAI, Amazon Bedrock, and AWS SageMaker, applying relevant capabilities within CSMB.

Metrics & Execution

• Track adoption, performance, and business impact of launched capabilities.
• Use data to inform decisions and continuously optimize the roadmap.

Qualifications

• Bachelor's degree or relevant experience in Computer Science, Engineering, Business, or related field; MBA a plus.
• 5+ years of product management experienceand8+ years of overall industry experience.
• Experience withSales & Support platforms, telephony, CRM, or AI technologies.
• Strong analytical, communication, and collaboration skills with ability to align diverse teams.
• Diligent and passionate about execution with a growth mindset and curiosity for new technologies.

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.

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