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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
The ideal candidate must demonstrate strong analytical skills to drive insights from conversation data and effectively lead cross-functional initiatives that enhance customer engagement and operational performance. A proven ability to influence behavior change and ensure compliance within customer interactions is essential.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Sales AnalyticsCustomer Experience AnalyticsQuality AnalyticsConversation IntelligenceAI-Enabled AnalyticsSpeech AnalyticsQA AutomationOperational ImprovementData AnalysisRisk Identification
Soft Skills
Analytical SkillsProblem-SolvingCustomer ManagementStorytellingExecutive CommunicationInfluencing SkillsCollaborationLeadershipBehavior ChangeContinuous Improvement
Tools & Technologies
Conversation Analytics ToolsAI-Powered AnalyticsReporting FrameworksDashboardsMonitoring FrameworksGovernance FrameworksCompliance Monitoring ToolsAutomation ToolsData Visualization ToolsPerformance Management Tools
Industry Keywords
Customer EngagementContact CenterComplianceGovernanceRisk ManagementBehavioral PatternsQuality ImprovementOperational OptimizationSales CoachingEnablement
About the role
Key responsibilities & impact- Lead the shift toward AI-enabled, data informed conversation quality and performance management
- Analyze sales and support conversations cycle to identify trends, behavioral patterns, quality gaps, and customer friction points
- Evaluate end-to-end conversation lifecycle effectiveness across: Discovery, Solutioning, Objection handling, Customer success
- Build dashboards and reporting frameworks that provide actionable insights to enablement, leaders and frontline teams
- Partner with Sales Coaching & Enablement to connect insights with coaching priorities and behavior change initiatives
- Identify and scale high-performing behaviors, winning talk tracks, and successful engagement patterns
- Drive process improvements, governance enhancements, and operational optimization recommendations
- Support adoption of AI-powered conversational analytics and automation tools
- Measure the effectiveness of enablement and quality improvement initiatives
- Lead a high-performing team focused on conversation analytics, insights, and continuous improvement
- Identify and mitigate risk through conversation intelligence, functioning as a steward of Adobe’s brand reputation and business integrity
- Identify compliance risks and process adherence gaps across customer and agent interactions to reduce business exposure
- Detect harmful customer or agent behaviors that pose reputational, regulatory, or operational risk
- Build monitoring frameworks and blocking issue pathways that flag non-compliant or high-risk conversational patterns at scale
- Partner with Legal, Compliance, and Risk teams to ensure insights capability supports policy adherence and brand protection objectives
Requirements
What you’ll need- 8–12 years of experience in Sales & CX Analytics, Quality Analytics, Enablement
- Strong understanding of sales and customer engagement conversation lifecycles
- Experience with conversation intelligence, AI-enabled analytics, speech analytics, or QA automation platforms
- Strong analytical and problem-solving capabilities with the ability to convert insights into business actions
- Experience driving cross-functional transformation and operational improvement initiatives
- Excellent customer management, storytelling, and executive communication skills
- Proven ability to influence behavior change through data and insights
- Familiarity with compliance monitoring, risk identification, or governance frameworks within customer engagement or contact center environments
Benefits
Comp & perks- Health insurance
- 401(k) retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities