ID 2024-25187

Location

US-CA-San Francisco

Category

IT Operations

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).

As the Senior Manager of Customer Success & Support IT, you are the transformative steward of our Success and Support technology landscape, blending expertise in process, technology, and product management to drive progressive change. Your role extends beyond traditional Success & Support IT leadership, encompassing a strategic focus on shaping the product vision and roadmap for our technology platforms. With a keen eye for innovation, you harness innovative IT solutions to realize our organization's objectives, driving operational efficiency and fostering a culture of continuous improvement. Guided by product management methodologies, you orchestrate the development and implementation of robust technology solutions, ensuring alignment with our broader strategic goals and objectives. This leadership position will lead the creation of the technology framework and provide transformational leadership and technical expertise for the Success & Support organization.

This position is a people manager role reporting to the Director of Success & Support, Business Applications.

Responsibility

• Develop and articulate a clear product strategy for Success & Support tech stack (Service Cloud, Salesforce, Gainsight, Certinia)
• Define and communicate the long-term vision, ensuring alignment with industry trends and customer needs
• Lead and inspire a successful product management team, fostering a culture of collaboration, innovation, and excellence
• Provide mentorship and guidance to IT product managers and solution leaders, helping them develop their skills and contribute to the success of the products
• Drive IT roadmap and execution in partnership with cross-functional teams
• Provide expertise in Success & Support processes and policies
• Propose, close, and deliver transformation roadmap for technologies and platforms across our Success & Support portfolio
• Stay abreast of industry trends, market dynamics, and competitive landscape related to products
• Conduct regular market analysis and gather intelligence to inform product strategy and positioning
• Engage with partners to understand their needs, difficulties, and feedback related to products
• Drive initiatives to enhance customer satisfaction and loyalty through product improvements and innovative solutions
• Lead complex, multi-disciplinary projects from start to finish and help the teams achieve the intended outcomes
• Develop plans and help the teams stay on track by monitoring and providing ongoing insight to product status (e.g., progress against key milestones, critical decisions, dependencies, issues, risks, metrics) to all collaborators
• Anticipate and break down obstacles that prevent product teams from delivering on outcomes
• Synthesize direction from multiple sources in a highly matrixed organization

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

• 10+ years of related experience in a large IT organization
• 7+ years of experience in leadership roles with a consistent track record of success in strategic planning, designing, and developing IT solutions specializing in Success & Support workflows
• BA/BS degree in a technology or a quantitative field
• Experience running large scale transformational programs
• Experience working with Agile development methodologies
• Experience with developing and implementing key performance indicators to measure the success and impact of digital initiatives, focusing on tangible and measurable outcomes

Preferred

• MBA
• Deep understanding of product management concepts and methodologies
• Excellent verbal and written communication skills; proactive and clear communicator and presenter
• Strong leadership and team management skills

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: $171,500.00 - $277,025.00 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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