Lead Technical Program Manager, Digital Experience & Innovation

Docusign • UNAVAILABLE, UNAVAILABLE

2d • Remote

About The Position

As a Lead Technical Program Manager within the Global Customer Support & Digital Experience organization, you will own the end-to-end program management discipline for a defined portfolio of high-impact programs, translating department priorities into structured plans, integrated schedules, and measurable outcomes. This role drives meaningful organizational impact by modernizing how the support function plans, executes, and measures complex initiatives while improving visibility into cross-functional risks and dependencies. You will serve as a high-leverage delivery leader who brings structure to ambiguity, aligns cross-functional teams, and elevates the delivery capability of every team you partner with. This position is an individual contributor role reporting to the Group Vice President, Global Customer Support.

Requirements

• 12+ years of experience in technical program management, support operations, professional services, product operations, or engineering program management, with 5+ years leading cross-functional technical programs
• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical field (or an equivalent combination of technical degree and experience)
• Experience managing programs with multiple workstreams, cross-functional dependencies, and stakeholder engagement
• Experience with SaaS platforms, data flows, integrations, APIs, internal tooling, customer support systems, and automation workflows
• Experience with program and portfolio management tools including Jira, Confluence, Asana, Smartsheet, or ServiceNow PPM
• Experience synthesizing program details into narratives, status updates, and decision paths for leadership audiences
• Experience building program health dashboards, defining success metrics, and using data for risk management
• Experience developing business cases or investment justifications, including articulating expected ROI and resource requirements

Nice To Haves

• Experience applying lean, Agile, or scaled delivery methodologies to improve execution maturity and reduce operational waste
• Experience driving organizational change management for programs involving new systems, processes, or operating models
• Familiarity with AI/ML-driven support tools, digital experience platforms, customer self-service automation, generative AI concepts, or LLM-enabled workflows
• Experience contributing to portfolio governance, business review cadences, or enterprise planning frameworks
• Professional certifications such as PMP, PgMP, SAFe, Scrum, or Lean Six Sigma
• Experience with Salesforce, customer support platforms, BI/reporting tools, SQL, or Tableau
• Experience mentoring program managers or building and sharing reusable delivery frameworks and playbooks

Responsibilities

• Support the integration of Support & Digital Experience planning and program execution with corporate planning standards to eliminate planning lag across the organization
• Partner with Support, Product, Engineering, IT, Finance, and Operations stakeholders to scope, sequence, and execute high-priority programs with clear ownership, decision points, dependencies, and success measures
• Maintain an integrated program-level view for assigned initiatives to provide leadership with reliable and on-time visibility into scope, progress, risks, decisions, and business outcomes
• Drive the end-to-end execution of complex, cross-functional Support & Digital Experience programs, ensuring that workstreams stay aligned to agreed scope, delivery timelines, and technical dependencies
• Apply and improve program management standards, ensuring that business requirements, stakeholder commitments, success measures, and guardrails are clearly defined, documented, and actively managed
• Own integrated schedules, dependency maps, risk registers, decision logs, and escalation paths for assigned programs to proactively surface and resolve blockers
• Design reusable program frameworks, templates, and playbooks for assigned initiative types that reduce setup time and improve consistency across future programs
• Lead program retrospectives and operational reviews that capture lessons learned, identify reusable practices, and improve the quality, speed, and predictability of execution
• Build and maintain program health dashboards, reporting views, and metrics that give stakeholders actionable visibility into execution status and KR progress
• Mentor and develop less experienced program managers by sharing frameworks, reviewing program plans, and modeling strong program management practices
• Run effective operating cadences for assigned programs, including working team forums, leadership reviews, risk reviews, and launch readiness checkpoints
• Lead through influence rather than authority, driving alignment and accountability across teams with competing priorities and no direct reporting relationship
• Contribute to monthly and quarterly business review materials by synthesizing program status, risks, and forward-looking priorities into concise, leadership-ready narratives
• Represent assigned Support & Digital Experience programs in cross-functional planning and execution forums to ensure operational impacts are understood and addressed
• Lead defined transformation initiatives that improve support systems, customer self-service, technical support engineer workflows, and operational execution maturity
• Apply organizational change management principles to sustain adoption of new systems, processes, and ways of working across affected teams
• Anticipate industry disruptions driven by AI, and leverage AI trends to enhance functional strategy and long-term operational excellence
• Partner with AI, automation, product, engineering, and operations teams to identify and execute practical opportunities to reduce repetitive manual work, improve precision, and increase self-service effectiveness
• Apply lean and continuous improvement principles to assigned programs, helping teams eliminate waste, clarify ownership, and improve handoffs
• Use internal data, stakeholder feedback, customer pain points, and industry practices to recommend improvements, shape program priorities, and support investment decisions

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).
• 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: Senior