Director of Software Engineering & Applied AI (Level 6) – Product Success Engineering, Adobe Experience Platform

About the Role The Adobe Experience Platform (AEP) Product Success Engineering (PSE) team is seeking an innovative Director of Software Engineering & Applied AI to lead the development of AI agents, tooling, and automation to help customers directly support, operate, and scale their end-to-end AEP and Apps implementation. Our team seeks to revolutionize customer support success through intelligent automation and AI agents across the AEP portfolio. Your work will help fundamentally transform how we serve, support, and accelerate time-to-value for our customers by empowering them directly with engineering best practices. As the engineering leader, you will be responsible for the design and development of Agentic-first solutions that span across core customer success domains: - Troubleshooting & Support - Solve AEP customer support issues through intelligent diagnosis, deflection, and resolution systems that leverage AI agents for automated issue diagnosis, intelligent ticket creation/routing, and self-service troubleshooting capabilities. - Run & Operate - Proactively monitor, remediate, and scale AEP in adherence to implementation best practices to prevent support issues through automated remediation workflows, performance optimization agents, and predictive scaling mechanisms that maintain AEP customer-specific implementation reliability. - Adoption & Value - Advise, accelerate, and grow AEP customer adoption and value realization through customer journey intelligence systems, use case & feature adoption recommendations, and usage pattern analysis tools. In this role, you will collaborate with other members of our multidisciplinary team, including solution architects and data scientists, to build scalable systems that transform and establish our commitment to setting new industry benchmarks for product success engineering while driving measurable business impact and improved customer outcomes. ## Key Responsibilities ### Strategic Leadership & Vision - Define and execute the technical strategy for AI-powered customer success solutions across Adobe's AEP portfolio, aligning engineering initiatives with business objectives and customer outcomes. - Lead the design and development of agentic AI systems that autonomously diagnose, prevent, and resolve customer issues while accelerating adoption and value realization. ### Team Management & Organizational Development - Build, mentor, and scale a world-class multidisciplinary engineering team of 15-25+ engineers, data scientists, and solution architects, fostering a culture of innovation, customer obsession, and technical excellence. - Collaborate effectively across multiple vertically aligned engineering teams, product management, UX design, and field organizations to ensure seamless integration of customer success solutions into AEP. ### Product & Technical Execution - Oversee the end-to-end development lifecycle of intelligent automation systems, AI agents, and customer intelligence platforms that transform reactive support into proactive, data-driven customer success operations. - Drive the implementation of customer-facing analytics, predictive insights, and recommendation engines embedded directly into AEP's user experience to enable self-service optimization. ### Customer Success Engineering Innovation - Champion the development of scalable automation solutions targeting 85%+ first contact resolution rates, 99.9%+ platform uptime, and measurable customer health score improvements. - Establish engineering best practices for AI model deployment, system reliability, and operational excellence while ensuring compliance with security, privacy, and regulatory standards. ### Cross-Functional Partnership & Influence - Serve as the technical voice of customer success engineering in executive forums, translating complex technical concepts into business impact and strategic initiatives. - Partner closely with Forward Deployment Engineers, Field Support Consultants, and Customer Success Managers to understand customer challenges and translate them into scalable engineering solutions.

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