Gaurav Maheshwari
Senior Manager, App Store Engagement Operations and Insights
GAUTAM BUDDHA NAGAR
Summary
Dynamic Senior Manager at Adobe with a strong track record in strategic planning, team leadership, and operational efficiency. Experienced in driving customer engagement initiatives through innovative solutions while fostering accountability and collaboration across diverse teams. Skilled in business analysis, financial management, and project execution, with a strategic and results-driven approach to achieving organizational success.
Overview
9
9
years of professional experience
Work History
Senior Manager, App Store Operations and Insights
Adobe
02.2022 - Current
- Lead a culturally and linguistically diverse team responsible for monitoring and engaging with user feedback shared through reviews on the Apple App Store, Google Play Store, and Samsung Galaxy Store.
- Define clear objectives, KPIs, and success metrics for all initiatives. Measure and manage KPIs and map the team’s performance against the industry standards.
- Lead cross-functional collaboration with support teams to share reports cohesively, ensuring a broader perspective of insights for the product, engineering, and business teams. Facilitate regular updates and discussions to address user pain points and feature requests with stakeholders.
- Develop and execute a strategy for piloting and adopting new tools, with a focus on generative AI technologies, to significantly enhance the team's efficiency in engaging with Adobe customers on online platforms.
- Analysed business needs, developed a framework, and shared recommendations for scalable, innovative solutions that efficiently utilize resources based on business-driven metrics and align with organizational goals.
- Served as a trusted advisor to senior leadership. Create and deliver compelling presentations for stakeholders and senior leadership, showcasing progress, results, and strategic roadmaps.
- Lead and mentored a global team, fostering innovation and accountability through performance reviews, constructive feedback, and development support. Cultivated a collaborative environment where everyone felt empowered to share ideas.
- Data-driven decision-making to support strategic recommendations.
- Stay updated on advancements in generative AI and other emerging technologies, identifying opportunities for integration.
Manager, Community & Social Media Engagement
Adobe
12.2015 - 01.2022
- Manage a team of representatives addressing customer queries primarily on social media platforms like Twitter and Facebook, as well as Adobe’s online support community. The team, comprising consultants, senior consultants, and strategists, is part of Adobe’s global social media and community team. This globally dispersed team is responsible for proactive and reactive outreach across various social media forums.
- Led the definition of the team’s structure, outlining roles and responsibilities across all levels for the globally dispersed team. Defined KPIs, and established benchmarks and targets for performance management.
- Played a significant role in defining and managing the quality audit process to evaluate the team's responses on online platforms.
- Lead performance evaluations using the scorecard process to quantify individual team members' performance
- Driving the business towards a progressive contacts deflection rate to quantify the customer queries answered through the social media platform v/s customer queries diverted to other support channels, i.e., voice, chat, and email.
Education
Bachelor of Commerce -
Kumaon University
Nainital 04.2001 -
MBA -
ICFAI Distance Learning
04.2001 -
Skills
Project and Strategic planning
Accomplishments
- Tool onboarding and migration
- Insights through Competitive Analysis
- Global Quality Auditing, Calibration and Feedback Process
- Scorecard and Performance Management
- Social Metrics – SLA and TTFR
- Social Listening – Early Warning System
Projects lead and successfully delivered:
Timeline
Senior Manager, App Store Operations and Insights
Adobe
02.2022 - Current
Manager, Community & Social Media Engagement
Adobe
12.2015 - 01.2022
Bachelor of Commerce -
Kumaon University
04.2001 -
MBA -
ICFAI Distance Learning
04.2001 -
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