Adobe Inc.

Senior Manager, Policy & Incident

Adobe Inc. • $188K — $273K *
San Jose, CA 95123In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's or Master's degree in Computer Science, Economics, or related field with 10+ years of relevant experience.
  • Strong judgment to make effective decisions in complex and rapidly evolving situations.
  • Background in fraud prevention, trust & safety, risk management, or policy development.
  • Proven leadership of complex, cross-functional initiatives and influencing senior stakeholders.
  • Experience in developing policies, governance models, or operational processes.
  • Strong analytical skills to identify trends, root causes, and systemic risks.
  • Ability to balance fraud protection with customer experience and operational feasibility.

Responsibilities

  • Lead policy development and incident management to protect consumers from fraud and scams.
  • Coordinate cross-functional teams during significant consumer trust incidents to ensure effective resolutions.
  • Partner with various teams like Fraud Prevention and Legal to manage incidents and drive actions.
  • Develop and maintain frameworks for incident response and governance to ensure consistent handling.
  • Conduct post-incident reviews and turn insights into scalable policies and improvements.
  • Create and evolve consumer trust policies addressing fraud, abuse, and customer remediation.
  • Establish metrics and reporting to track incidents and policy effectiveness.

Benefits

  • Collaborative work environment across diverse teams.
  • Opportunity to lead impactful initiatives in consumer safety.
  • Access to continuous learning and professional development resources.
  • Engagement in high-stakes decision-making that affects consumer trust and safety.
  • Contribution to improving the overall customer experience through policy development.
Full Job Description
Leads consumer trust policy development and coordinates Adobe's response to significant fraud, abuse, scam, account integrity, and other consumer trust incidents. Brings structure and cross-functional leadership to complex incidents and ensures lessons learned translate into scalable policies and systemic improvements.

Partners across Adobe to strengthen incident response, reduce consumer harm, address recurring risks, and build policies and playbooks that enable faster and more consistent responses to emerging consumer trust threats.

What you'll do

  • Lead policy development and incident management within Adobe's Global Consumer Trust organization, helping protect consumers and Adobe from fraud, abuse, scams, account compromise, and emerging trust threats.


  • Coordinate significant consumer trust incidents, bringing together teams across Adobe to assess impact, establish priorities and ownership, drive decisions, and ensure effective resolution.


  • Partner across Fraud Prevention, Product, Engineering, Customer Support, Legal, Security, GTM, and other teams to manage incidents and drive cross-functional action.


  • Develop and maintain incident frameworks, severity criteria, escalation processes, playbooks, and governance that enable consistent and effective response.


  • Lead post-incident reviews and translate lessons from incidents, investigations, customer experiences, and emerging threats into clear, scalable policies and systemic improvements.


  • Develop and evolve consumer trust policies and decision frameworks covering areas such as fraud, abuse, scams, customer harm, remediation, and enforcement.


  • Partner with Product and operational teams to translate policies into processes, controls, product requirements, training, and customer experiences.


  • Identify recurring risks and advocate for improvements that reduce consumer harm and prevent recurrence.


  • Establish metrics and executive reporting that provide visibility into incidents, emerging risks, policy effectiveness, and remediation progress.


What you need to succeed

  • Bachelor's or Master's degree in Computer Science, Economics, or a related field, plus 10+ years of hands-on industry experience.


  • Strong judgment and the ability to make effective decisions in complex, ambiguous, and rapidly evolving situations.


  • Experience in fraud prevention, trust & safety, risk management, incident management, policy, customer protection, security, or a related field.


  • Proven ability to lead complex cross-functional initiatives and influence teams and senior stakeholders without direct authority.


  • Experience developing policies, decision frameworks, governance models, or scalable operational processes.


  • Strong analytical and problem-solving skills with the ability to identify broader trends, root causes, and systemic risks.


  • Ability to balance fraud and consumer protection with customer experience, business impact, operational feasibility, and risk.


  • Strong program management discipline with a structured and methodical approach to execution and follow-through.


  • Excellent written and verbal communication skills, including the ability to translate complex issues into clear executive-level recommendations.


About Adobe Inc.

The Omniture product suite provides an integrated set of services: advanced web analytics and segmentation (SiteCatalyst, Discover and Data Warehouse), search marketing (SearchCenter), optimization (Advanced Testing and Targeting -- Offermatica and TouchClarity), and the marketing integration platform (Genesis). They also have an iPhone application that allows customers to sign into their Omniture account and view statistics from anywhere.

Adobe Inc. Careers

Join Adobe Inc., a global leader in digital media and digital marketing solutions, and be part of a team that thrives on innovation and creativity. Adobe offers unparalleled job opportunities that propel your career forward in an environment that fosters growth and leadership. Work You’ll Do At Adobe, you will be immersed in an atmosphere of innovative solutions and exceptional leadership, contributing to projects that drastically change the landscape of digital content. Our team at Adobe is dedicated to empowering creatives and enterprises alike through cutting-edge technology and expertise. Transform the World with Your Creativity Adobe’s mission is to change the world through digital experiences. We are looking for professionals who are passionate about creativity, technology, and driving significant market evolution. Join a diverse team that values individuality and the fresh perspectives each member brings. Lead in a Culture of Innovation Adobe Inc. is synonymous with fostering a culture of innovation where your ideas can pave the way for groundbreaking digital solutions. Our leadership is committed to nurturing a dynamic and inclusive workplace that promotes career growth and development. Collaborate with the Best Work alongside a global team of talented professionals who are leaders in their fields. At Adobe, you will enhance your skills through collaboration and be inspired by the creativity and dedication of your teammates. Our networking opportunities within the company are designed to foster connections that lead to lasting professional relationships. Explore Career Opportunities Adobe Inc. offers a range of career paths from software engineering to marketing, customer experience to IT. Explore job opportunities and internships that align with your skills and passions. Adobe is committed to hiring the best talent and providing them with the training, benefits, and support needed to succeed. Innovate and Grow Drive innovation as part of the Adobe team and see firsthand how your work contributes to the company’s success and your personal growth. Engage in projects that push the boundaries of technology and creativity. Future-Proof Your Career Adobe is dedicated to the development of its employees at all stages of their careers. We offer comprehensive training programs, including leadership development and diversity training, to ensure you are equipped for the future. Our benefits package is designed to support the well-being and financial security of our team members and their families. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for driven, curious, creative, and solution-oriented team players. Start your journey with Adobe today by exploring our exciting career and internship opportunities. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the rewarding and exciting opportunities that await at Adobe Inc.
Learn more about Adobe Inc.
Size
25,988 employees
Market Cap
$154.8 billion
Industry
Enterprise Technology
Net Income
$5.2 billion
Founded
1982
5 Year Trend
+21.9%
Revenue
$12.8 billion
NASDAQ
ADBE
* Ladders Estimates

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