Product Manager - Employee Success Platforms

Adobe Inc.
United States, California, San Jose
345 Park Avenue (Show on map)
Apr 29, 2026
The company: At Adobe, we're changing the world. How? we give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day - and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most. We're a company that understands that product innovation comes from people innovating and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us. The challenge: Adobe's Employee Success Platforms team is on a mission to empower Adobe's global workforce by owning and evolving the internal platforms and processes that keep the business running. Through our ServiceNow-based ITSM capabilities, we partner with every business unit across Adobe to deliver consistent, scalable service management experiences-from case management and ITIL process design to device lifecycle management and CMDB. We represent the voice of the internal service teams and the employees they support, working closely with IT, operations, and cross-functional partners to make our platforms, processes, and policies better. The Product Manager, Employee Success Platforms is the business owner of case management and ITIL process experiences on ServiceNow-the workflows, forms, routing logic, and tooling that service teams use to capture, classify, manage, and resolve cases-plus the process configuration, data, and integrations needed to keep those workflows reliable and consistent. You will set the vision for the next evolution of case management at Adobe, defining how ITIL processes such as incident, request, change, and knowledge are structured and experienced by both resolvers and the employees they serve. You will also identify opportunities to apply automation, artificial intelligence, and machine learning to improve case routing, resolution quality, and operational throughput. You will interact with Experience Designers, Product Managers, Service Delivery Managers, Program Managers, IT partners, subject matter experts, and process owners who together support global service teams that serve Adobe's internal customers. Responsibilities: Define product vision and roadmap for case management and ITIL process experiences on ServiceNow, including use of automation and AI to improve speed, accuracy, and scale within those workflows. Identify new opportunities by analyzing resolver and service team needs, process gaps, operational data, and ITIL/ITSM best practices; champion and present opportunities to management and key stakeholders. Develop product requirements based on input from stakeholders across the business (for example executives, service desk and resolver teams, service delivery managers, process owners, and IT partners), integrate requirements into the roadmap, and communicate accurate timelines and status. Partner with IT and platform engineering to coordinate design, build, and rollout of case management process changes and enhancements on ServiceNow. Work closely with adjacent product and operations teams to ensure case management workflows connect consistently with self-service, knowledge, and other service channels. Advocate for resolver/agent experience and employee experience within case management workflows; anticipate operational and end-user needs and translate them into platform improvements. Develop metrics, systems, and processes to measure the effectiveness of case management workflows-such as routing accuracy, cycle time, and resolution quality-and identify opportunities for further optimization. Requirements: 7 to 9 years experience in product management (ITSM, ITIL process design, ServiceNow, or enterprise service management is a strong plus). Proven ability to develop, communicate, and gain consensus on a product roadmap for a platform or process product supporting a broad set of internal stakeholders. Demonstrated success working with digital product teams-leading collaboration between internal engineering, UX, project management, and product teams; shipping improvements that deliver measurable results. Strong analytical skills and a drive to experiment; demonstrated ability to use data to drive decision making in product development. Experience working in Scrum or Agile delivery environments, with the ability to manage and refine a product backlog, participate in sprint ceremonies, and drive iterative delivery. Ability to manage complex builds through thoughtful prioritization and disciplines that drive toward delivery. Demonstrated ability to evaluate vendor or platform capabilities to meet current or future process needs. Bachelor's degree in CS or related technical field, or relevant work experience. 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 positionis $111,700 -- $215,750 annually. Paywithin this range varies by work locationand 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 $149,000 - $215,750 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 Apr 29 2026 12:00 AM 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.