ID 2024-25085

Location

BR-Remote

Category

Customer Support

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).

The Technical Change Manager for Support will be responsible for minimizing the adverse customer impact due to any commerce change or new release by ensuring the timely collaboration between global support and growth, engineering, and product management teams. This position will work with product management and engineering to ensure effective supportability of the change by orchestrating the deliverables required by support for readiness. This position's objectives will be directly linked to business metrics such as Support readiness, customer satisfaction, and operational efficiency. Working cross-functionally, the Change Manager will integrate structured change management methodologies and best practices to help the organization optimally transition through change, drive adoption, and make the future state a reality.

This position is an individual contributor role reporting to the Director of Global Support.

Responsibility

• Partner with cross-functional teams such as Growth, Product Management, Engineering, UX, Marketing, Sales, Support, Legal, and Finance for the successful delivery of any product-related change or new release impacting our customers
• Manage and update the change framework and deliverable guidelines, collaborating cross-functionally with support and product teams required for support readiness and supportability of any commerce, systems, web change or new release, minimizing the adverse impact on customers
• Orchestrate and track all deliverables required by global support to optimally support the customer for any commerce, systems, web change (release or updates, etc.) across multiple cross-functional teams
• Orchestrate and track internal support and external communication plans to minimize the customer impact due to any potential change disruption
• Identify and monitor risks to support the customers optimally without causing case volume spikes, increased time to issue resolution or any incidents
• Keep leadership and cross-functional teams updated via scorecards on change deliverables met and support readiness
• Evaluate existing processes, make recommendations, drive process improvements, and adopt best practices to improve efficiency and effectiveness
• Champion customer issues cross-functionally to build the best customer experience to define and develop the way Docusign delivers support
• Display executive cadence, speaking and writing at a high level of comprehension and steady demeanor during heightened tensions due to risk
• Present high-level updates to senior Docusign leadership

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

• 8+ years of experience as part of a support or operation delivery organization leading technical programs with a focus on organizational change in diverse enterprise environments
• 3+ years in the cloud and/or SaaS industry in internal or external customer-facing roles
• Experience interacting cross-functionally and influencing at executive (SVP, GVP, VP, Director) levels of the business across the organization
• Experience partnering with engineering and product management, driving customer value
• Experience using project and issue-tracking software such as Jira and Confluence
• B.A. or B.S. Bachelor’s degree in a technical field or equivalent

Preferred

• Excellent critical thinking and analytical skills with the ability to generate and analyze data for prioritization
• Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
• Effective communication skills that are a focal component of this role, with audiences that include executives, peers, and customer engagements
• M.S. or M.B.A. degree
• Strong and innovative approach to problem-solving and delivering solutions
• Strong negotiation skills with cross-functional team
• Skilled at dealing with ambiguity in a rapidly growing and changing environment
• Ability to develop strong cross-team relationships and partnerships in a matrixed environment with multiple partners

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.

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