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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 Senior Technical Program Manager, you are a strategic, hands‑on leader responsible for driving complex, cross‑functional technology initiatives within the GCS Tools & Technologies team. You will lead the end‑to‑end delivery of programs that define our digital customer experience, with a focus on Agentic solutions, world‑class self‑service, and support automation. In this role, you will partner deeply across Engineering, IT, Product, Operations, and Data teams to optimize the efficiency of our Customer Support and Success operations. You will operate with a high degree of autonomy, balancing immediate execution needs with long‑term strategic planning to ensure our technology investments deliver measurable business value.

This position is an individual contributor reporting to Sr. Director, GCS Tools & Technologies.

Responsibility

• Effectively balance and execute multiple short‑term initiatives and long‑term strategic programs concurrently, ensuring they align with organizational priorities and deliver measurable ROI

• Partner with Engineering, Product, IT, and Operations to drive alignment and delivery of Agentic AI, self‑service, and automation solutions across complex stakeholder groups

• Define and implement scalable governance methodologies and operational frameworks for your specific portfolio, ensuring consistent delivery standards and process efficiency

• Lead the strategy for adopting Agentic AI and automation within Support, partnering with Product and Engineering to pilot new capabilities and scale successful solutions

• Identify, monitor, and mitigate program risks and dependencies, communicating health and impact clearly to stakeholders and executive leadership

• Analyze data from support platforms and operational systems to identify trends, define and report on KPIs that measure program effectiveness, and influence technology decisions

• Evaluate existing workflows to identify bottlenecks and independently lead process re‑engineering efforts that enable the organization to execute at scale

• Act as a leader within the TPM organization, mentoring and coaching less experienced team members on best practices, agile methodologies, and effective stakeholder management

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

• BA/BS degree or equivalent practical experience

• 8+ years of experience leading large‑scale, complex, cross‑functional technical programs across global teams

• Experience with project management, issue tracking, and team collaboration tools like JIRA and Confluence

• Experience using iterative or Agile methodologies

• Experience managing multiple concurrent projects end‑to‑end with varying levels of complexity

Preferred

• Proven ability to influence senior leaders and drive alignment across Engineering, IT, Operations, and Product without direct authority

• Strong technical foundation with the ability to understand architecture, platforms, APIs, and system interactions, along with solid knowledge of the development lifecycle

• Background leading automation, self‑service, AI‑driven, or support technology initiatives

• Experience synthesizing complex data into insights that shape program strategy and roadmaps

• Familiarity with change management methodologies for scaling operational or technology transformations

• Experience with Salesforce Lightning, analytics/BI tools, or data platforms

• Strong business acumen with the ability to navigate ambiguity, manage competing priorities, and communicate technical concepts to non‑technical executive audiences

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.