ID 2024-24631

Location

US-CA-San Francisco | US-IL-Chicago | US-WA-Seattle

Category

Customer Success & Consulting

Position Type

Regular

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).

Docusign is seeking a Customer Marketing & Engagements Operations Manager to drive the strategy, vision, and business management. In this role, you will partner closely with team members in community, customer experience, sales, customer success, growth, product, and support to drive the business outcomes and success of our overall customer experiences. You will wear many hats within the team that ultimately help to shape a growing organization.

The ideal candidate has experience leading cross-functional projects and programs and winning over others across the organization to drive clear business and customer outcomes. This position is a highly collaborative role and will require someone who can lead and influence leaders and key contributors. You will be a founding member of a new team whose role will support and enable the growing team and help influence change across the organization with a customer-first approach.

This position is an individual contributor role reporting to the Director of Business & Operations.

Responsibility

• Develop strategic and operational plans that drive alignment of Customer Marketing and Engagements and leadership teams to ensure short and long-term initiatives align with the organization’s mission and annual objectives and key results
• Create and maintain short-term and long-term planning initiatives that align with the larger business goals and vision for the team
• Partner with Insights and Data Science teams to ensure outcomes are measured through an established measurement framework that aligns with key customer outcomes and business decisions, ensuring the timing for measurement is consistent and repetitive to allow teams to manage and run their business units
• Collaborate with Product and Marketing to establish a process for synthesizing feedback from customers that can influence roadmap decisions
• Provide program management and leadership to all assigned programs
• Develop and drive vision for key business projects and frameworks for the Customer Engagements team that involve cross-functional partnership, strategic direction, or multiple functions and business outcomes across the organization
• Establish and maintain relationships and influence various partners across Docusign that contribute to customer innovation and drive solutions to complex business problems
• Collaborate with various teams, including Community, product management, marketing, customer success, and account management, to gain insights into customer trends and find opportunities for harmonies
• Develop and maintain project plans, including detailed master timelines, and drive the team to hit key landmarks
• Negotiate and manage contracts with venues, housing, registration, promotional vendors, destination management, and other third-party vendors as required
• Facilitate prioritization reviews tied into OKRs and establish an operating cadence for appending and closing OKRs
• Drive and facilitate the team within the established rhythm of business cadence to deliver against financial planning, budget reviews, monthly business reviews, one-off analysis findings, training, etc
• Partner with enablement teams to build onboarding programs to welcome new hires to customer engagement program details to new hires globally who join DocuSign
• Manage business portfolio management of all ongoing projects, programs, and initiatives within the team
• Implement internal communications at leadership level to tactical team-level communications about past and upcoming engagements
• Develop messaging and presentations with key themes anchored against the team’s mission and OKRs for the team to share with partners and vendors
• Establish and maintain the rhythm of communications based on business performance with key partners and stakeholders to drive team visibility and program success
• Participate in critical committees or tiger teams to represent the Customer Marketing and Engagement team at large, help drive communication back to the internal team, and share key findings, insights, and difficulties with partner organizations

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 weekly in-office expectation)

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

• 5+ years of experience managing projects and programs to achieve key business outcomes in high-paced environments (technology and marketing organizations)
• Bachelor’s degree
• Experience with project, program, and change management practices
• Experience with using data analytics to problem-solve and inspire change
• Experience handling confidential and proprietary information with care

Preferred

• Strong interpersonal skills and ability to influence and lead in a complex, multi-stakeholder environment
• Problem solver
• Team player; highly collaborative with strong listening skills
• Excellent verbal and written communication skills; proactive and clear communicator
• Relationship builder with high emotional intelligence to establish strong working relationships and build trust with colleagues, peers, and management
• Situational leader with a flexible management style to lead at all levels in the organization, project team members, subject matter experts, executives, and third-party agencies
• Ability to action large ambiguous ideas into actionable roadmaps and plans with buy-in across the teams
• Capability to lead continuous improvement within the team
• Knowledge of key levers to pull to achieve business objectives based on analytical information and past experiences
• Level-headed individual, remains positive and rational in fast-paced environments
• Strong attention to detail
• Creative, collaborative, and resourceful individual to drive business outcomes with little to no direction or supervision

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

California: $128,400.00 - $200,200.00 base salary

Illinois and Colorado: $123,800.00 - $170,225.00 base salary

Washington and New York (including NYC metro area): $123,800.00 - $176,625.00 base salary

This role is also eligible for bonus, equity and benefits.

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

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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