Sr. Community Engagement Strategist

Senior Community Engagement Specialist

Our company is changing the world through digital experiences. 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.

Our goal is to recruit the very best and we are committed to crafting outstanding 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 innovative solution could come from you!

Adobe's Digital Enablement and Care community team is responsible for helping millions of users find success with Adobe's products. We engage with our customers on various platforms, including HelpX and Adobe Community Forums. Through proactive content and collaboration with real-world experts, we help inspire and empower our community through solutions, creativity, and driving meaningful engagement.

We are looking for a Senior Community Engagement Specialist to lead and scale customer engagement within Adobe Express Community Forums. This role will play a pivotal part in shaping the future of the community experience—delivering a vibrant space for customers to connect, exchange knowledge, and provide support all while flexing for an AI-first world.

Being at the forefront of Communities, you'll not only respond to customers, but also create content that drives engagement through impactful discussions and programs. Your expertise in inspiring participation and building relationships will energize the community and unlock new opportunities for growth, innovation, and customer success. Outside of driving meaningful interactions, advocating for customers will be your daily grind. You'll translate customer insights into actionable improvements, and partner with cross-functional teams to amplify customer and community voice and value across the business.

The ideal candidate is passionate about championing customer voice, able to influence and drive change with data, and has experience growing community forums at scale.

Key Responsibilities

• Develop and lead Express' community forum strategy and drive initiatives that nurture a vibrant creative community, increase engagement, and foster belonging among customers and advocates
• Respond to and resolve customer questions, issues, feedback, etc. and proactively create, publish, and curate content in our community forums that meet target metrics and goals.
• Create engaging content for the community forums, including posts, announcements, videos, and other activities about products, features, workflows, and standard processes.
• Drive product fixes and improvements by amplifying customer voice through data, feedback, and insights across Care teams
• Modernize community support by leveraging AI and digital innovation to scale engagement
• Identify, attract, and grow relationships with external experts, partners, and passionate advocates to enrich community forum knowledge and elevate brand influence.
• Lead all aspects of Community forum operations, proactively finding opportunities to optimize operational health, engagement, and insights to inform strategy
• Develop ongoing and deep product and domain expertise through hands-on learning and projects that benefit surrounding groups and teams.
• Mentor junior members to develop engaging content and effectively support customers
• Ensure team and community adherence to quality standards, guidelines, and metrics

Required Skills & Qualifications

• 7+ years of experience developing community forums strategy and driving initiatives end-to-end with measurable outcomes in a fast-paced environment
• Demonstrated experience in building and managing engaged online communities. Has a track record of encouraging meaningful growth and dedication. Also experienced in communities like Reddit and Discord.
• Strong operational management skills, including the ability to monitor key metrics, proactively identify issues or areas for improvement, and develop and implement effective action plans to drive results
• Exceptional written and verbal communication skills, with the ability to facilitate conversations, inspire advocates, and manage challenging situations with empathy.
• Strong analytical mindset: adept at using data, insights, and sentiment analysis to measure engagement, influence strategy, and report on community impact.
• Experience building partnerships alongside outside specialists, influencers, and advocates as well as internal product, support, and business leaders and interested parties.
• Deep understanding of customer lifecycle, engagement metrics, and business alignment for outcomes shaped by user involvement.
• Comfortable multitasking, adapting to change, and collaborating across disciplines in a fast-paced, dynamic environment.
• Proficiency with major community, analytics, and customer engagement platforms and tools such as Gainsight, Khoros, Sprinklr, etc.

Nice to have:

• Expertise in creative fields (e.g. photography, graphic design, etc.), applications, and common tools and workflows
• Expertise in using and training others in genAI or automation tools for content creation, issue resolution, and effective community engagement.

At Adobe, you will be immersed in an exceptional work environment recognized worldwide on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to build meaningful change, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.

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 $97,300 -- $180,050 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 $124,400 - $180,050

In Washington, the pay range for this position is $113,800 - $164,800

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.

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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com 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 View email address on click.appcast.io or call View phone number on click.appcast.io.