Oversee day-to-day, lead, and train vendor operations and contractors responsible for content moderation Review and resolve user-reported abuse issues in compliance with our Community Guidelines Resolve and log content escalations as they arise from internal and external partners Prioritize to quickly act on sensitive community issues Meet committed SLAs for response and resolution of moderation and abuse issues Document and maintain moderation ‘playbooks’, wikis, and other materials Recognize trends and patterns, and call out any issues that may arise Use data to influence decisions and inspire change Suggest improvements to increase efficiencies or effectiveness and improve user experience Analyze new and potential features and propose plans to help reduce or remove abuse before it happens Keep up-to-date with industry trends to help improve operations

Identify, investigate and resolve trust and safety issues across Adobe's multi platform community, including inappropriate content, abuse and other violations.Provide clear, patient and helpful responses to time sensitive safety and legal requests from members and organizers.Collaborate with the Legal, Product, Engineering, Communications and Community Teams to make for a safer member experience.Research, evaluate and propose improvements to policies.Implement internal investigatory tools, policy enforcement methods, and scalable processes.Design resource materials and communications to drive awareness and understanding of our policies.On-board and train new hires Create clear and concise documentation for multi platform processes

Action inbound customer issue, triage and analysis; issue diagnosis, resolution identification and customer communication.Identify trend analysis, and evaluation of current process supporting resources.Work with the Learning Resource to provide content for new or update existing documentation for external customersWork with the enablement team to review training or identify training gaps and provide input to our process team as necessary to better define or change global processes

Ensure a high degree of customer satisfaction within assigned regions of Europe, Middle East, Africa, Asia Pacific and JapanSupport day-to- day task assignments to ensure overall team goals are met consistentlyDeliver Quote Service support to the various stakeholders including Order Administration, Customers, Distributors and ResellersDeliver Quarterly renewal reports to Service Business managers as well as operation and ad hoc reportingSupport Sales, Service Business Managers and Order Administration on service order processing and other agreement related issuesSupport license initiatives by providing timely and accurate response to customer needsAct as escalation point within team to ensure timely response and assistanceMentor as required team members on job related duties from entitlement issues through to access issues and RMA queries