Tanuj Sandal

About Tanuj Sandal

I’m a Customer Experience and Engagement leader with 15+ years of experience in global SaaS environments, including 11+ years at Adobe and 6+ years in senior leadership roles.I lead multi-region Community and Social engagement operations across APAC, EMEA, North America, and LATAM, managing high-volume digital ecosystems with 200K+ annual customer interactions across multilingual audiences (English, Spanish, French, Portuguese).My work focuses on scaling customer engagement programs, transforming operational models, and translating customer signals into product and experience improvements.Key areas of focus:• Global Customer Engagement & Community Operations• Voice of Customer (VoC) strategy and insight translation• AI-enabled automation and quality governance• Operating model design and operational excellence• Cross-functional collaboration with Product, Engineering, Support, and ContentAt Adobe, I have led initiatives that delivered measurable impact, including sustaining 95%+ CSAT and 98% quality performance across global teams. I also led a major Sprinklr platform migration that streamlined workflows and saved ~2 hours per team member daily.I have implemented AI-assisted response frameworks, BOT-driven automation, and AI-led quality audits with human-in-the-loop governance, expanding quality coverage from 5% to 65% and reducing manual effort by 30%.I’m passionate about building scalable systems, developing high-performing global teams, and driving customer experience transformation through data, automation, and strong cross-functional alignment.Open to Senior Manager / Associate Director roles in Customer Experience, Customer Success, Engagement Strategy, and Digital Transformation within SaaS and enterprise organizations.

Experience

1. Senior Manager, Community & Social Engagement

   Adobe

   Jun 2024 — Present · Noida, IN

   Lead a multi-level global organization of 45+ members (including a Manager and 17 direct reports) across APAC, EMEA, NA, and Mexico.Oversee ~200K+ annual customer interactions within a SaaS engagement ecosystem, sustaining 95% CSAT and 98% quality.Defined and executed global engagement operating model and governance standards.Led enterprise platform migration to Sprinklr, unlocking ~800+ productivity hours per month.Designed AI-enabled quality audit framework (5% → 65% coverage; 13x scale; 30% manual effort reduction).Institutionalized structured Voice of Customer (VoC) program across 3 orgs influencing product and CX strategy.Partner cross-functionally with Calls, Chat, Engineering, Product, and Content to drive systemic improvements.Own workforce planning, forecasting, and multi-level hiring strategy.