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

Our Company Changing the world through digital experiences is what Adobe’s all about. 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. We’re on a mission to hire the very best and are committed to creating exceptional 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 big idea could be yours! 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 soluti ... (truncated, view full listing at source)