Group Manager, Business Systems & Workflow

The Opportunity

We're looking for a senior Business Systems & Workflow leader to shape how work flows across Adobe's Integrated Customer Experience (ICX) organization. 

This role sits at the intersection of Strategy, Operations, Technology, and Customer Experience and is responsible for designing and evolving the systems, workflows, and business processes that enable ICX to operate effectively at scale. You will partner closely with leaders across Sales, Support, Product, Digital, and Technology organizations to simplify complexity, improve workflow effectiveness, and create more seamless employee and customer experiences. 

This role focuses on workflow and systems design rather than operational execution. Success comes from creating scalable processes, defining business requirements, enabling technology solutions, and improving how work moves across the organization. 

This is a high-impact leadership role responsible for building the workflow, systems, and process capabilities that support growth, transformation, and scale across ICX. The role includes leadership of a team responsible for business systems, process design, and journey orchestration. 

What You'll Do 

Lead Business Systems & Workflow Strategy 

• Define the strategy and roadmap for business systems, workflow optimization, and process design. 

• Align business priorities, operating models, and technology capabilities to support growth and organizational scale. 

• Establish approaches that improve workflow effectiveness, employee experience, and business performance. 

Design How Work Flows 

• Design and optimize end-to-end business workflows across Sales and Support organizations. 

• Identify friction points, inefficiencies, and workflow gaps, developing scalable solutions that improve how work moves across teams. 

• Establish workflow standards, design principles, and process frameworks that create consistency and scalability. 

• Ensure systems, workflows, automation, and AI-enabled capabilities work together to support effective business outcomes. 

Partner Across Business and Technology 

• Collaborate with Product, Engineering, Technology, Digital, and Operations teams to translate business needs into scalable solutions. 

• Influence systems priorities and technology investments through a deep understanding of business goals and customer needs. 

• Drive alignment between business collaborators and technology teams to deliver scalable workflow and business process improvements.  

• Help shape future-state operating models, workflows, and customer journeys. 

Drive Transformation & Innovation 

• Lead initiatives that modernize business processes and improve how work gets done across the organization. 

• Find opportunities to improve efficiency through automation, AI-enabled solutions, and workflow innovation.  

• Champion workflow innovation, business process modernization, and business architecture maturity across ICX. 

Lead and Develop Talent 

• Lead, coach, and develop a high-performing team focused on business systems, workflow design, and process design. 

• Establish clear priorities, goals, and operating rhythms. 

• Foster a culture of innovation, systems thinking, accountability, and continuous learning. 

• Build organizational capability in workflow design, business systems strategy, and transformation leadership. 

What Makes This Role Unique 

• Shapes how work is designed across one of Adobe's most complex customer-facing organizations. 

• Operates at the intersection of business strategy, customer experience, workflow design, and technology partnership. 

• Directly influences how systems, processes, and customer journeys evolve to support future growth. 

• Combines people leadership, business transformation, process design, and systems strategy. 

• Creates the foundation that enables scalable execution and long-term organizational effectiveness. 

What We're Looking For 

• 8+ years of experience leading business systems, process improvement, workflow management, transformation, business architecture, or related functions. 

• Experience leading and developing high-performing teams. 

• Demonstrated success designing and improving business processes across complex, cross-functional organizations. 

• Strong understanding of workflow optimization, business systems strategy, business process design, and organizational effectiveness. 

• Experience partnering across business and technical organizations to deliver measurable outcomes. 

• Proven ability to influence collaborators and drive alignment across multiple teams and functions.  

• Strong communication, analytical, and executive collaborator management skills.  

• Experience demonstrating technology, automation, and AI-enabled solutions to improve business performance.  

Success in This Role Looks Like 

• Business systems and workflows enable efficient, scalable growth. 

• Employees and customers experience simpler, more connected journeys. 

• Process complexity is reduced through workflow redesign and automation. 

• Technology investments are aligned to business priorities and customer needs. 

• Cross-functional work flows more seamlessly across organizational boundaries. 

• A strong Business Systems & Workflow capability is built that continuously improves how work is designed across ICX.