Principal Technical Program Manager, Digital Experience & Innovation

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As a Principal Technical Program Manager within the Global Customer Support & Digital Experience organization, you will own the end-to-end program management discipline for a large, multi-department portfolio, translating annual corporate planning into actionable initiatives and deploying advanced operating cadences. This role drives direct organizational impact by modernizing how the support function plans and executes, elevating lean maturity, and creating measurable improvements in both customer experience and engineering workflows. You will serve as a high-leverage strategic leader who sets the enterprise standard for designing and delivering large-scale programs across the organization.

This position is an individual contributor role reporting to the Group Vice President, Global Customer Support.

Responsibility

• Own the integration of support planning and program execution systems with corporate planning standards to eliminate planning lag across the organization

• Partner with department and executive leadership to define annual and multi-year roadmaps, translating strategic intent into funded, scoped, and sequenced programs with clear ownership and success measures

• Define and maintain a portfolio-level view of all Support & Digital Experience initiatives to provide leadership with consistent visibility into scope, progress, dependencies, risks, and business outcomes

• Deploy best-in-class system tooling to run large multi-department programs, equipping teams to effectively manage the full lifecycle of the initiative portfolio

• Establish and demonstrate program management standards to ensure that business requirements, technical requirements, dependencies, and success measures are clearly defined and followed

• Drive risk identification, dependency mapping, and escalation frameworks that proactively surface blockers before they become program-level delays

• Lead program retrospectives and closeout reviews that generate reusable insights and continuously raise the quality bar for future program execution

• Apply data-driven approaches to measure program health and impact, building dashboards and reporting mechanisms that give stakeholders actionable, real-time visibility

• Drive and own the monthly and quarterly business review (MBR/QBR) cadence with department leadership and executive owners

• Serve as the primary interface between Support leadership and cross-functional stakeholders including Product, Engineering, Finance, and IT-synthesizing portfolio status into concise, executive-ready narratives

• Influence and align senior stakeholders across departments through clear communication and structured decision frameworks

• Represent the Support & Digital Experience program office in corporate planning forums, contributing to enterprise-wide prioritization and resource allocation decisions

• Drive year-over-year strategies and programs that continuously transform support systems, customer experience, and technical support engineer tooling

• Own the advancement of the organization's lean maturity through a multi-year roadmap that reaches and sustains Lean Level 4 and Level 5 across support operations

• Champion Al and automation integration into support workflows, anticipating industry disruptions driven by Al, and leveraging Al trends to enhance functional strategy and long-term operational excellence

• Build and evolve the continuous improvement culture across the support organization, coaching teams on lean principles and eliminating waste

• Benchmark internal practices against industry-leading enterprise support models to shape transformation strategy and justify investments

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 15+ years of experience in program management or operations, including 8 years in leadership roles within SaaS companies

• Bachelor's degree in Computer Science, Engineering, or Information Systems

• Experience managing portfolios, dependencies, and priorities across departments

• Experience selecting, deploying, and administering platforms such as Jira, Asana, Smartsheet, or ServiceNow PPM

• Experience conveying portfolio status and aligning teams across organizations

• Experience building dashboards and using metrics for prioritization

Preferred

• Expertise in lean methodologies with experience driving an organization to Lean Level 3, 4, or 5 maturity frameworks

• Familiarity with Al/ML-driven support tools, digital experience platforms, and customer self-service automation

• Professional certifications such as PMP, PgMP, SAFe, or Lean Six Sigma

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $186,100.00 - $300,550.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $178,900.00 - $252,700.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $178,900.00 - $262,825.00 base salary

Washington DC: $186,100.00 - $262,825.00 base salary

Ohio:$157,100.00 - $221,900.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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