Job Description
Our CompanyChanging 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!Our CompanyChanging 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 craft 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 building 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!The Opportunity The Workforce Management (WFM) Senior Lead will play a crucial role in optimizing resource allocation, rep utilization, and productivity. This role will be central to improving seller performance metrics and supporting data-driven decisions that contribute to Annual Recurring Revenue (ARR) growth. The WFM Senior Lead will leverage data insights, forecast planning, and performance analysis to ensure that both inbound and outbound processes align with the organization’s strategic goals, ultimately driving enhanced customer satisfaction and operational efficiencyWhat you'll Do Optimize Rep Utilization and Productivity:Analyse and improve representative utilization by developing productivity benchmarks, refining shift schedules, and recommending adjustments to align staffing with forecasted demand.Regularly monitor productivity metrics and identify trends or inefficiencies, implementing initiatives that directly increase output and performance.Support ARR Growth through Data-Driven Insights:Perform detailed analysis of seller performance metrics to identify factors influencing ARR, such as response rates, close rates, and effectiveness of engagement methods.Provide actionable insights to sales and customer service teams to maximize ARR growth by highlighting high-value opportunities and pinpointing areas for improvement.Long and Short-Range Forecasting for Inbound Volume:Generate accurate long-term and short-term projections for inbound volume, using advanced modelling techniques to ensure optimal staffing levels.Collaborate with cross-functional teams to understand seasonal and promotional impacts on volume, allowing for proactive planning and scheduling.Insights on Outbound Seller Performance:Conduct deep-dive analyses into outbound seller activity, examining data on dial-outs, conversation engagement rates, and conversion effectiveness.Provide regular reporting and insights on outbound performance to identify successful engagement tactics and drive alignment with sales goals.What you need to succeed A bachelor’s degreeMinimum 15 years of work experienceSkills requiredStakeholder management, project managementWorkforce Management Expertise: Strong understanding of WFM principles, including forecasting, capacity planning, scheduling, and real-time management.Analytical and Data Analysis Skills: Proficient in data analysis tools and techniques, with the ability to interpret complex data, identify trends, and present insights in a clear and actionable way.Strategic Thinking and Problem Solving: Ability to translate insights into strategic recommendations that support ARR goals and operational efficiency.Strong Communication and Collaboration: Effective communicator who can work cross-functionally with sales, customer service, and BI teams to drive performance improvements.At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status.Adobe is proud to be an Equal Employment Opportunity and affirmative action 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 applicable characteristics protected by law. Learn more. Adobe aims to make Adobe.com 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 (408) 536-3015.Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.
