Adobe
Changing 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!
In joining Adobe not only are you joining one of the world’s foremost technology companies (we’re now the #1 SaaS company on the US Stock Market), you’re also joining a company that boasts a trophy cabinet full-to-bursting with awards for our unwavering commitment to our people and our culture. For 2021 alone we were listed as the #1 company with the happiest employees, as a World’s Best Workplace by Forbes, as a Best Workplace for Women, a Best Company for Perks & Benefits, and #21 in the World’s Best Brands!
The challenge:
The Employee Resource Center (ERC) team is the first point of contact for all employee queries across EMEA. This team provides essential first level Employee Experience (EX) support intended to improve manager and employee success by addressing inquiries related to Employee Experience policies, procedures and programs as well the entire employee life cycle.
The successful candidate for this role will have a proactive approach in anticipating employee-related needs and a solution centric mentality to resolving issues. They will also be passionate about delivering a high level of employee experience and excel in a fast paced and evolving environment.
What you’ll do:
As a member of the wider ERC team, act as employees’ first contact point across EMEA for all EX related questions related to the employee life cycle, EX policies, procedures, programs, and tools (such as Workday and ServiceNow)
Support and drive local as well as regional projects and initiatives which requires excellent coordination skills, project managing and collaboration skills
Mitigate customer concerns as much as possible and focus on quick resolution
Responsible for managing, tracking, closing and reporting progress on employee inquiries and resolve cases using ServiceNow, Adobe’s case tracking tool
Assist employees and managers on how to utilize and optimize self-service transactions using internal tools and resources
Provide voluntary separation support: primary executors of voluntary exit tasks who coach and support managers with any queries.
Address Tier 1 & 2 queries regarding compensation, benefits, HR data management
What you need to succeed:
Demonstrated problem solving skills
Commitment to customer service and providing a positive employee experience
An effective communicator at all levels, both written and verbal
Process oriented and the ability to manage detailed work within an SLA environment whilst keeping NPS high
Ability to maintain the highest level of confidentiality
Ability to work independently and also be part of both virtual and local team structures
Ability to apply sound judgment and make decisions on when to advance issues
Proactive approach, you anticipate potential issues before they arise and diagnosis root issues through listening and inquiry
Previous experience in a shared services organization is a plus!
Proficient in English language, additional languages welcomed!
Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.
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.
Adobe is a Platinum Sponsor of Women in Tech forum and offers employees annual membership to the Women in Tech forum program of monthly virtual events, informal mentoring and coaching to support your ongoing professional development.