ERC Generalist 2
Adobe · Posted Oct 6
Creative software, document productivity, and digital marketing solutions
Get a personal compatibility score
Add a resume for personal matches
About the role
Adobe's Employee Resource Center (ERC) serves as the primary contact for employee and manager questions on HR policies, procedures, and programs, partnering with Centers of Excellence and regional and global teams. The function focuses on compliant, high-quality case management, knowledge content, self-service enablement, and data-driven service improvement, with growing emphasis on AI and automation. This ERC Generalist Level 2 role owns employee and manager concerns end to end, mentors on lifecycle processes and discretionary policies, analyzes case and sentiment data, and leads India and global cross-functional initiatives to improve service delivery.
What you will do
- Attend to employee and manager concerns from start to finish, addressing complex and elevated cases, using strong communication, thoughtful reasoning, and problem-solving capabilities.
- Provide first-level mentoring to employees and managers on employee discretionary policies, and various lifecycle processes and moments that matter
- Deliver consistent, compliant, and high-quality customer service
- Drive operational excellence across case management by ensuring accuracy, efficiency, documentation integrity, and timely resolution.
- Enable and promote self-service by contributing to high-quality, locally relevant knowledge content and support materials.
- Ensure knowledge is accurate, regionally compliant, and continuously improved through structured feedback and collaboration
- Analyze case trends, operational metrics, and employee sentiment data to identify root causes, service gaps, and improvement opportunities.
- Maintain a data-driven approach, using insights to improve employee experience and streamline processes.
- Lead and contribute to India and global cross-functional initiatives aimed at resolving complex scenarios, optimizing workflows, reducing manual effort, and improving service delivery.
- Identify AI and automation opportunities and partner with Technology and collaborator teams to implement scalable solutions.
- Support the development and execution of global processes while ensuring regional alignment and compliance.
- Partner with multiple COE teams to orchestrate solutions across entire employee lifecycle.
- Working with global teams in a highly matrixed global organization.
- Proactively anticipate operational risks and implement preventive, scalable solutions to mitigate impact.
Skills used in this role
What the employer is looking for
- Experience Required: 6+ years of relevant HR Generalist experience
- Strong customer-focused approach with a dedication to delivering outstanding employee experience
- Proactive approach with the ability to anticipate needs and act with ownership
- Effective written and verbal communication skills
- Practical problem-solving capability with good judgment
- Critical thinking and analytical ability
- Ability to clearly articulate problem areas and influence collaborators toward solutions
- Strong solution-oriented focus with a continuous improvement approach
- Empathy and sensitivity when handling employee matters
- Ability to collaborate effectively across teams and functions
- Comfort operating in ambiguity and navigating complex scenarios
- Ability to thrive in a fast-paced, evolving environment
Benefits and support
- Compensation and benefits are detailed in the job posting
About Adobe
Adobe Inc. is a global software company widely known for its creative, publishing, and document productivity tools, including Photoshop, Illustrator, Premiere Pro, and Acrobat. The company operates major cloud platforms—Creative Cloud, Document Cloud, and Experience Cloud—serving individual creators, small businesses, and large enterprises worldwide. Adobe has increasingly integrated powerful generative AI capabilities like Adobe Firefly and Acrobat AI Assistant into its product ecosystem.
- Industry
- Software
- Company size
- 31360+ employees
- Founded
- 1982-12-01
- Location
- San Jose, California, USA
- Funding stage
- Public Company
Funding
Public Company
- 1985-01-01Series A
Leadership
Chair and Chief Executive Officer
Steven Day
Interim Chief Financial Officer
President, Creativity and Productivity Business
President, Customer Experience Orchestration Business
Chief People Officer and Executive Vice President, Employee Experience
Recent coverage
TIME
America's Best Companies of 2026July 09, 2026
Forbes
World's Best Employers 20262026