Senior Manager, Policy & Incident

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

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.

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 position is $113,600 -- $273,175 annually. Pay within this range varies by work location and 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 $188,700 - $273,175 In New York, the pay range for this position is $188,700 - $273,175

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

There is no deadline to apply to this job posting because Adobe accepts applications for this role on an ongoing basis. The posting will remain open based on hiring needs and position availability.

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.