Director, Technical Program Manager

Docusign • UNAVAILABLE, UNAVAILABLE

12h • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director