Senior Community Experts Program Manager

The Opportunity

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.

What you'll Do

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.
• Manage the entire feedback loop. Provide a pre-session brief five business days before. Facilitate sessions with AI-assisted transcription. Deliver a post-session summary within 48 hours. Route feedback to marketing and product development teams.
• Partner with PMM and Product leads to align Expert engagement sessions with roadmap validation cycles, beta program achievements, and feature release windows.
• Contribute expert-sourced insights to the VOC Insights & Advocacy Program, ensuring Expert voice is represented in the unified insight model alongside Sprinklr, UnitQ, and Gainsight signals.
• Track and report influence signals: decisions impacted in roadmap, feature requests raised, bugs submitted, and marketing ampl