Process Manager

Responsibilities

• Engage with business stakeholders to understand business goals, customer journeys, reporting needs, and analytical requirements across digital and cross-channel touchpoints.
• Identify key business metrics, KPIs, dimensions, and events to be tracked, ensuring alignment with organizational objectives.
• Translate business requirements into detailed Solution Design Reference (SDR) documents and technical specifications following Adobe Analytics and Adobe Customer Journey Analytics (CJA) best practices.
• Design and document Adobe Analytics and CJA data collection strategies, including event taxonomy, schema mapping, identity strategy, and reporting requirements.
• Collaborate with tagging, data engineering, Adobe Experience Platform (AEP), and Multi-Solution Architecture teams to implement Adobe Analytics and CJA solutions.
• Configure and validate Customer Journey Analytics components including Connections, Data Views, Derived Fields, Metrics, Dimensions, Filters, and Calculated Metrics.
• Work closely with Adobe Experience Platform teams to ensure datasets, XDM schemas, identity stitching, and data ingestion are correctly configured for Customer Journey Analytics.
• Ensure Adobe Launch tagging strategies, data collection methods, and CJA data models follow Adobe implementation best practices.
• Validate end-to-end data quality across Adobe Analytics, Adobe Experience Platform, and Customer Journey Analytics through testing and troubleshooting.
• Act as the primary liaison between business stakeholders and technical implementation teams to ensure reporting requirements are accurately translated into scalable analytics solutions.
• Build and maintain Workspace dashboards, CJA reports, and customer journey visualizations to provide actionable business insights.
• Analyze customer behavior, campaign performance, and cross-channel journeys to identify optimization opportunities and improve customer experience.
• Monitor solution performance, recommend enhancements, and drive continuous improvements in analytics implementation and reporting.

Qualifications & Requirements

• Proven experience implementing and supporting Adobe Analytics (formerly Omniture), including Workspace reporting and Adobe Launch.
• Hands-on experience configuring Adobe Customer Journey Analytics (CJA) including Connections, Data Views, Calculated Metrics, Filters, Derived Fields, and Reporting Workspace.
• Strong understanding of Adobe Experience Platform (AEP), XDM Schemas, Datasets, Identity Service, and Experience Events used for CJA implementations.
• Experience designing Solution Design Reference (SDR) documents, tracking specifications, and analytics implementation documentation.
• Good understanding of customer journey analytics, cross-channel measurement, attribution, segmentation, and behavioral analysis.
• Experience working with Adobe Launch (Tags), event tracking, data layers, and digital implementation best practices.
• Experience validating analytics implementations using browser developer tools, Adobe Experience Platform Debugger, and QA methodologies.
• Adobe Analytics Business Practitioner or Architect Certification preferred. Adobe Customer Journey Analytics or Adobe Experience Platform certifications are highly desirable.
• Excellent communication and stakeholder management skills with the ability to work effectively across business, analytics, and engineering teams.
• Strong analytical, problem-solving, and documentation skills.
• Experience working in Agile delivery environments is preferred.
• Bachelor's degree in Computer Science, Information Technology, Business Analytics, Marketing, or a related field.

Additional Preferred Skills

• Experience with Adobe Experience Platform Real-Time CDP and other Adobe Experience Cloud solutions.
• Knowledge of SQL for data validation and analysis.
• Familiarity with data governance, identity resolution, and privacy regulations impacting digital analytics.
• Experience integrating online and offline data for unified customer journey reporting in CJA.