Senior Community Experts Program Manager

The Opportunity

Adobe Community Experts are a curated tier of highly engaged, product-knowledgeable creators and professionals who power peer-to-peer support, provide structured product feedback, and amplify Adobe messaging across their networks. The program is one of Adobe's most strategically important community assets – operating across all Digital Media categories including Photoshop, Acrobat, Illustrator, Lightroom, Premiere Pro, and InDesign.

The Community Experts Program Lead owns the end-to-end strategy, operations, and evolution of this program. This role is accountable for transforming the program from a peer-support function into a strategic, AI-enabled activation engine that drives product influence, creator advocacy, and measurable business outcomes.

You will lead a program at the intersection of community management, product advocacy, and VOC intelligence. Your core mandate is threefold:

• Program Strategy & Evolution: Define and own the multi-year strategic direction for Adobe's Community Experts program — including tier architecture, engagement models, recognition systems, and integration with product and marketing workflows.
• Expert Engagement & Activation: Manage the lifecycle of Community Experts from recruitment through recognition — ensuring high engagement, sustained contribution quality, and structured channels for Experts to influence Adobe product direction.
• • Insight Generation & Influence: Operationalize the Experts program as a structured insight channel — ensuring expert feedback is captured, synthesized, and routed to product and PMM teams in a format that shapes roadmap decisions.

What you'll Do

1. Program Strategy & Architecture

• Own and evolve the strategic definition of the Community Experts program — encompassing program vision, Expert tier structure (entry, core, elite), eligibility criteria, and graduation pathways.
• Design and maintain the Expert value exchange framework: define what Experts receive from Adobe (recognition, access, tools, visibility) and what Adobe expects in return (quality answers, product feedback, advocacy output).
• Lead the integration of the Experts program into the broader Community 2.0 strategy — including alignment with the BASE/Bettermode platform migration, point attribution logic, and gamification mechanics.
• Establish a scalable operating model for the program: detailed playbooks, onboarding frameworks, engagement cadences, and customer concern protocols.
• Develop and sustain a strategic transition plan, ensuring continuity through leadership changes and ensuring the program is resilient, clearly detailed, and handover-ready.

2. Expert Engagement & Lifecycle Management

• Own the full Expert lifecycle: recruitment, onboarding, ongoing engagement, recognition, and off-boarding.
• Design and run regular Expert touchpoints — including monthly roundtables, beta access program, product previews, and AMAs — using a structured Agenda Framework (Feature Focus → Engagement Patterns → Problems → Feedback Pathways).
• Manage Expert communications: transition announcements, program updates, feedback requests, and recognition moments — at volume and with personalisation using templated workflows and AI-assisted drafting.
• Build and maintain diverse Expert representation across Adobe's product categories (PAFEI), user types (freelancers, SMBs, agencies, in-house teams), and geographies.
• Identify and address Expert burnout and engagement drop-off proactively — through participation incentive reviews, workload calibration, and periodic Expert NPS/satisfaction measurement.
• Lead Adobe MAX Expert activation planning — including Expert spotlights, community presence at the event, and post-event engagement follow-up.

3. Insight Generation & Product Influence

• Operationalize the Experts program as a structured VOC channel — ensuring every roundtable and feedback session generates actionable outputs structured as Themes, Opportunity Areas, and Problem Statements.
• Manage the entire feedback loop. Provide a pre-session brief five business days before. Facilitate sessions with AI-assisted transcription. Deliver a post-session summary within 48 hours. Route feedback to marketing and product development teams.
• Partner with PMM and Product leads to align Expert engagement sessions with roadmap validation cycles, beta program achievements, and feature release windows.
• Contribute expert-sourced insights to the VOC Insights & Advocacy Program, ensuring Expert voice is represented in the unified insight model alongside Sprinklr, UnitQ, and Gainsight signals.
• Track and report influence signals: decisions impacted in roadmap, feature requests raised, bugs submitted, and marketing amplification (social posts, tutorials, AMAs) attributable to Expert engagement.

4. Platform & Operations

• Own Expert-related configuration in BASE/Bettermode — including point attribution, tier logic, badge management, and Expert profile maintenance.
• Partner with the Gainsight team to surface Expert engagement data within community health scorecards — ensuring Expert contribution quality, response rates, and CAR metrics are tracked and visible in reporting.
• Build and automate Expert-related workflows using available tooling (Sprinklr, Gainsight, BASE) — minimizing manual overhead while maintaining high program quality.
• Maintain accurate Expert rosters, participation tracking, and representation data — feeding into monthly metrics reports (attendance, diversity mix, engagement outcomes).
• Coordinate with Trust & Safety (DSA compliance) to ensure Expert program operations meet regulatory requirements around content moderation and user data.

5. Cross-Functional Partnership

• Serve as the primary point of contact for all Expert-related queries from PMM, Product, Marketing, and DE&C leadership.
• Represent the Expert program in quarterly business reviews — presenting return on investment, influence metrics, and program health to executive collaborators.
• Collaborate with the Beta Community program lead to leverage Expert cohorts as a pipeline for early product validation participants.
• Partner with the AI Community Experiences team to explore how Expert-generated content can feed LLM training pipelines (Genie, Infinity, Sprinklr AI+).
• • Contribute to the Creator-Led AI Activation strategy — positioning Experts as the primary human demonstration layer for Adobe AI features.
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What you need to succeed

Essential

• 8-10 years of experience in community program management, developer/creator advocacy, or customer success in a SaaS or digital media company.
• Proven track record managing structured advocacy or expert programs — including lifecycle design, engagement operations, and executive-level reporting.
• Strong written communication skills with experience managing high-volume community communications, program updates, and collaborator briefings.
• Analytical approach — comfortable with community metrics, engagement data, and building scorecards that demonstrate program return on investment.
• Experience working cross-functionally with Product, PMM, and Marketing teams — translating community insight into business-relevant recommendations.
• Ability to operate in a high-ambiguity environment — building structure, documented processes, and scalable playbooks from scratch.

Preferred

• Experience with community platforms (Gainsight Community / Khoros / Bettermode / Vanilla), CRM tools, or advocacy platforms.
• Familiarity with Adobe's Creative Cloud or Document Cloud product portfolio — as a user, community member, or former specialist.
• Experience using AI tools for operational efficiency (e.g. AI-assisted transcription, automated synthesis, communication drafting at scale).
• Prior experience managing Expert or Ambassador program with measurable product influence or roadmap contribution outcomes.
• Background in VOC, user research, or product operations is a strong plus.

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.

Adobe is proud to be an Equal Employment Opportunity 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015. 

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 $110,000 -- $202,250 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 $139,700 - $202,250
In Washington, the pay range for this position is $127,700 - $184,850


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.