Senior Community Experts Program Manager

Adobe Community Experts are a curated tier of highly engaged, product-knowledgeable creators and professionals who power peer-to-peer support, provide structured product feedback, and amplify Adobe messaging across their networks. The program is one of Adobe's most strategically important community assets – operating across all Digital Media categories including Photoshop, Acrobat, Illustrator, Lightroom, Premiere Pro, and InDesign. The Community Experts Program Lead owns the end-to-end strategy, operations, and evolution of this program. This role is accountable for transforming the program from a peer-support function into a strategic, AI-enabled activation engine that drives product influence, creator advocacy, and measurable business outcomes. You will lead a program at the intersection of community management, product advocacy, and VOC intelligence. Your core mandate is threefold: Program Strategy & Evolution: Define and own the multi-year strategic direction for Adobe's Community Experts program — including tier architecture, engagement models, recognition systems, and integration with product and marketing workflows. Expert Engagement & Activation: Manage the lifecycle of Community Experts from recruitment through recognition — ensuring high engagement, sustained contribution quality, and structured channels for Experts to influence Adobe product direction. • Insight Generation & Influence: Operationalize the Experts program as a structured insight channel — ensuring expert feedback is captured, synthesized, and routed to product and PMM teams in a format that shapes roadmap decisions.

1. Program Strategy & Architecture Own and evolve the strategic definition of the Community Experts program — encompassing program vision, Expert tier structure (entry, core, elite), eligibility criteria, and graduation pathways. Design and maintain the Expert value exchange framework: define what Experts receive from Adobe (recognition, access, tools, visibility) and what Adobe expects in return (quality answers, product feedback, advocacy output). Lead the integration of the Experts program into the broader Community 2.0 strategy — including alignment with the BASE/Bettermode platform migration, point attribution logic, and gamification mechanics. Establish a scalable operating model for the program: detailed playbooks, onboarding frameworks, engagement cadences, and customer concern protocols. Develop and sustain a strategic transition plan, ensuring continuity through leadership changes and ensuring the program is resilient, clearly detailed, and handover-ready. 2. Expert Engagement & Lifecycle Management Own the full Expert lifecycle: recruitment, onboarding, ongoing engagement, recognition, and off-boarding. Design and run regular Expert touchpoints — including monthly roundtables, beta access program, product previews, and AMAs — using a structured Agenda Framework (Feature Focus → Engagement Patterns → Problems → Feedback Pathways). Manage Expert communications: transition announcements, program updates, feedback requests, and recognition moments — at volume and with personalisation using templated workflows and AI-assisted drafting. Build and maintain diverse Expert representation across Adobe's product categories (PAFEI), user types (freelancers, SMBs, agencies, in-house teams), and geographies. Identify and address Expert burnout and engagement drop-off proactively — through participation incentive reviews, workload calibration, and periodic Expert NPS/satisfaction measurement. Lead Adobe MAX Expert activation planning — including Expert spotlights, community presence at the event, and post-event engagement follow-up. 3. Insight Generation & Product Influence Operationalize the Experts program as a structured VOC channel — ensuring every roundtable and feedback session generates actionable outputs structured as Themes, Opportunity Areas, and Problem Statements.