What you'd actually do

Lead cross-functional programs that drive the digital and platform transformation of the global Support organization

Translate support and customer service requirements into technical specifications for internal tooling frameworks, process changes and customer-facing support features

Manage the lifecycle for deployment of autonomous diagnostic agents, predictive support models, and AI-powered workflow automations

Align program milestones with organizational KPIs by delivering data-driven progress updates and metrics architectures to executive leadership

Iterate technical planning models, team workflows, and program reporting systems to improve end-to-end alignment with company long-range planning objectives

Skills

Required

12+ years of experience in technical program management, engineering leadership, or support operations within a SaaS environment
5+ years of experience in structural people management or leading cross-functional project teams within a matrixed environment
Experience with Generative AI architectures, Large Language Models (LLMs), and API configurations
Experience with Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems

Nice to have

PMP or CSM certification
Proven background managing complex project lifecycles from scoping through post-launch optimization
Demonstrated ability to translate technical engineering parameters into clear customer support operational workflows
History of implementing workflow automations that substitute manual processes for self-service technical channels

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 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). What you'll do As the Director, Technical Program Manager (TPM), you will lead the programmatic execution and strategic delivery of Docusign Support's most complex technical initiatives. Operating cross-functionally across Support, Engineering, and Product cohorts, you will orchestrate large-scale transformation programs, including AI-driven automation deployments, tool migrations, and global process redesigns. You will bridge the gap between business vision and technical implementation, ensuring all technical programs deliver measurable performance impacts on the overall customer experience. This position is a people manager role reporting to the Group Vice President, Global Customer Support. Responsibility Lead cross-functional programs that drive the digital and platform transformation of the global Support organization Translate support and customer service requirements into technical specifications for internal tooling frameworks, process changes and customer-facing support features Manage the lifecycle for deployment of autonomous diagnostic agents, predictive support models, and AI-powered workflow automations Align program milestones with organizational KPIs by delivering data-driven progress updates and metrics architectures to executive leadership Iterate technical planning models, team workflows, and program reporting systems to improve end-to-end alignment with company long-range planning objectives Govern technical program management frameworks and delivery standards within the Support organization to maintain consistent execution across workstreams Sponsor operational initiatives that pinpoint manual-to-automation workflow transitions to capture cost-efficiency gains and optimize self-service solutions Anticipate industry disruptions driven by AI and leverage technology trends to enhance functional strategy and long-term operational excellence Job Designation 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. What you bring Basic Bachelor's degree in Computer Science, Information Systems, or a related technical field 12+ years of experience in technical program management, engineering leadership, or support operations within a SaaS environment 5+ years of experience in structural people management or leading cross-functional project teams within a matrixed environment Experience with Generative AI architectures, Large Language Models (LLMs), and API configurations Experience with Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems Preferred PMP or CSM certification Proven background managing complex project lifecycles from scoping through post-launch optimization Demonstrated ability to translate technical engineering parameters into clear customer support operational workflows History of implementing workflow automations that substitute manual processes for self-service technical channels Wage Transparency 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. Life at Docusign 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 States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer 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. EEO Know Your Rights poster #LI-Remote

Director, Technical Program Manager

What you'd actually do

Skills

Required

Nice to have

What the JD emphasized

Other signals