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 Senior Director of Business Support Operations, you will lead the global strategy, systems, and operational frameworks that power Docusign's customer support ecosystem. You will partner with executive leadership to translate enterprise-wide strategic priorities into multi-year support programs, driving system, process, and AI transformations to enhance functional performance and cost efficiency. By managing global workforce planning, departmental budgets, and cross-functional alignments, you will ensure the organization scales effectively while maintaining high-quality, customer-first delivery. This position is a people manager role reporting to the Group Vice President, Global Customer Support. Responsibility Define and execute the multi-year Support Operations program roadmap, aligning operational investments with Docusign's long-term business strategy Drive operational rigor and precision regarding OKR definitions, alignment, tracking, and monthly/quarterly corrective actions to ensure commitments are met Assess large, data-rich operational sets rapidly to discover insights and build data-driven business cases for executive review Partner cross-functionally with technical program management teams to develop tooling and systems roadmaps that leverage AI self-service capabilities and enhance cost-effective scaling Govern global workforce management, capacity planning and resource approval, and multi-country hiring initiatives across support teams and programs Oversee organizational-wide KPIs, multi-layer performance evaluations, and cross-departmental SLA governance to continuously improve customer satisfaction and response times Represent the global Support organization in enterprise-wide strategic planning and steerco sessions to influence operational health, customer experience, risk management, data privacy, and trust frameworks Anticipate industry disruptions driven by AI and leverage emerging technology trends to enhance functional operations and long-term functional 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 BS/BA degree or equivalent experience 15+ years of experience in support operations, business operations, program management, and/or strategy within a SaaS and service environment 5+ years of management experience directing people managers Experience with CRM and CSM systems, including Salesforce, Zendesk, Atlassian, or ServiceNow Experience with data systems, including Excel, Google Sheets, Tableau, or Snowflake Experience navigating operational ambiguity and designing resilient business solutions Preferred Master's degree or equivalent advanced degree Experience executing global system transformations and large-scale program management initiatives Knowledge of Artificial Intelligence and Large Language Model applications within support environments History of managing multi-regional budgets and global workforce deployment models 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
Sr. Director, Business Support Operations
DocuSign · Enterprise · United States +1 · Business/Sales Operations & Strategy
This role leads the global strategy, systems, and operational frameworks for Docusign's customer support ecosystem, partnering with executive leadership to drive AI transformations for enhanced performance and cost efficiency. Responsibilities include defining roadmaps, governing workforce management, overseeing KPIs, and representing the global support organization in strategic planning, while anticipating industry disruptions driven by AI and leveraging emerging technology trends.
What you'd actually do
- Define and execute the multi-year Support Operations program roadmap, aligning operational investments with Docusign's long-term business strategy
- Drive operational rigor and precision regarding OKR definitions, alignment, tracking, and monthly/quarterly corrective actions to ensure commitments are met
- Assess large, data-rich operational sets rapidly to discover insights and build data-driven business cases for executive review
- Partner cross-functionally with technical program management teams to develop tooling and systems roadmaps that leverage AI self-service capabilities and enhance cost-effective scaling
- Govern global workforce management, capacity planning and resource approval, and multi-country hiring initiatives across support teams and programs
Skills
Required
- support operations
- business operations
- program management
- strategy
- SaaS
- service environment
- management experience directing people managers
- CRM systems
- CSM systems
- data systems
- Excel
- Google Sheets
- Tableau
- Snowflake
- navigating operational ambiguity
- designing resilient business solutions
Nice to have
- Master's degree or equivalent advanced degree
- global system transformations
- large-scale program management initiatives
- Knowledge of Artificial Intelligence and Large Language Model applications within support environments
- managing multi-regional budgets
- global workforce deployment models
What the JD emphasized
- AI transformations
- AI self-service capabilities
- Artificial Intelligence and Large Language Model applications