Sr. Strategy and Operations Lead

Docusign; São Paulo; Híbrido; BRL 150.000 - 200.000; Tempo integral

Resumo da oferta

A leading e-signature and agreement management company in São Paulo is seeking a strategic Lead Strategy & Operations Analyst. This role focuses on optimizing tools, processes, and workflows to enhance efficiency and customer satisfaction within the Professional Services team. With at least 12 years of experience in process optimization, candidates should possess strong analytical and project management skills, and experience with AI tools is preferred. The position offers a hybrid work model requiring in-office attendance of at least two days a week.

Serviços

Paid Time Off

Paid Parental Leave

Full Health Benefits

Retirement Plans

Learning and Development

Compassionate Care Leave

Qualificações

• 12 years of experience in a systems/process optimization role.
• Experience working with AI tools and automation systems.
• Strong project management skills to manage multiple initiatives.

Responsabilidades

• Collaborate with stakeholders to align tools and systems.
• Lead design and optimization of processes within Professional Services.
• Drive initiatives to improve customer satisfaction and retention.

Conhecimentos

Process optimization

Analytical skills

Project management

Stakeholder engagement

Communication skills

Formação académica

Bachelor's degree in Business Technology or related field

Ferramentas

CRM platforms

AI tools

Descrição da oferta de emprego

Company Overview

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 peoples 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).

What You’ll Do

We are seeking a strategic, process‑oriented and systems‑minded Lead Strategy & Operations Analyst – Business Architect Professional Services to lead the design and optimization of the tools, processes and workflows that power our Professional Services organization. This role plays a critical part in ensuring the day‑to‑day technology of customer success and AI‑assisted technologies are aligned with the evolving needs of our Customer Success teams, especially the resources supporting Professional Services roles. As a cross‑functional leader and key member of the Customer Success team you will partner with business and functional stakeholders to plan and drive high‑impact company‑level initiatives that enhance efficiency, performance and customer outcomes. You will lead strategic projects that align technology and process investments with business priorities ensuring that systems are well‑integrated, scalable and optimized to support operational excellence, improve customer satisfaction and retention, and empower our teams to deliver exceptional value at scale. This position is an individual contributor role reporting to the Vice President Customer Success Strategy & Operations.

Responsibilities

• Collaborate with stakeholders across Customer Success, Docusign Technology Services, Enterprise Transformation Services, Operations BPST and other departments to ensure tools and systems are aligned with broader business objectives.
• Lead the design, optimization and implementation of systems and processes that drive efficiency within the Professional Services function.
• Oversee the integration and optimization of CS tools to enhance Professional Services workflows and productivity.
• Design, implement and optimize key metrics and KPIs to measure and monitor Professional Services productivity and impact.
• Drive initiatives to improve customer satisfaction, retention and overall experience through effective system and process management.
• Manage cross‑functional projects and initiatives related to Customer Success tools, processes and system enhancements.
• Translate business requirements into actionable plans to execute in conjunction with Docusign Digital Services and other cross‑functional teams ensuring alignment with overall business strategy.

Job Designation

Hybrid: Employee divides their time between in‑office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be a weekly in‑office expectation.)

What You Bring

• Basic
  • Bachelor's degree in Business Technology or a related field or equivalent experience.
  • 12 years of experience in a systems / process optimization role, ideally within Customer Success, Sales or Operations.
  • Experience working with AI tools and automation systems in a customer‑centric environment.
• Preferred
  • Proven experience with CRM, quoting, resource management or Customer Success platforms relevant for Professional Services.
  • Strong analytical skills with the ability to gather and assess data to make informed recommendations.
  • Excellent communication skills with the ability to engage stakeholders at all levels of the organization.
  • Strong project management skills with the ability to manage multiple initiatives simultaneously.
  • A proactive self‑starter with the ability to drive change in a fast‑paced environment.
  • Advanced experience in systems / process architecture for customer‑facing teams.
  • Experience working with large‑scale technology transformation.
  • Demonstrated ability to lead cross‑functional teams and initiatives successfully.
  • Experience in developing and managing strategic plans and roadmaps for technology and process improvements.
  • Knowledge of AI and automation best practices within Customer Success operations.

Wage Transparency

• 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

• 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.

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

EEO Statement

Its 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.