Sr. Director, Business Support Operations

Docusign • San Francisco, CA

8d • Remote

About The Position

As the Senior Director of Business Support Operations, you will lead the global strategy, systems, and operational frameworks that power Docusign's customer support ecosystem. You will partner with executive leadership to translate enterprise-wide strategic priorities into multi-year support programs, driving system, process, and AI transformations to enhance functional performance and cost efficiency. By managing global workforce planning, departmental budgets, and cross-functional alignments, you will ensure the organization scales effectively while maintaining high-quality, customer-first delivery.

Requirements

• BS/BA degree or equivalent experience
• 15+ years of experience in support operations, business operations, program management, and/or strategy within a SaaS and service environment
• 5+ years of management experience directing people managers
• Experience with CRM and CSM systems, including Salesforce, Zendesk, Atlassian, or ServiceNow
• Experience with data systems, including Excel, Google Sheets, Tableau, or Snowflake
• Experience navigating operational ambiguity and designing resilient business solutions
• Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

Nice To Haves

• Master's degree or equivalent advanced degree
• Experience executing global system transformations and large-scale program management initiatives
• Knowledge of Artificial Intelligence and Large Language Model applications within support environments
• History of managing multi-regional budgets and global workforce deployment models

Responsibilities

• Define and execute the multi-year Support Operations program roadmap, aligning operational investments with Docusign's long-term business strategy
• Drive operational rigor and precision regarding OKR definitions, alignment, tracking, and monthly/quarterly corrective actions to ensure commitments are met
• Assess large, data-rich operational sets rapidly to discover insights and build data-driven business cases for executive review
• Partner cross-functionally with technical program management teams to develop tooling and systems roadmaps that leverage AI self-service capabilities and enhance cost-effective scaling
• Govern global workforce management, capacity planning and resource approval, and multi-country hiring initiatives across support teams and programs
• Oversee organizational-wide KPIs, multi-layer performance evaluations, and cross-departmental SLA governance to continuously improve customer satisfaction and response times
• Represent the global Support organization in enterprise-wide strategic planning and steerco sessions to influence operational health, customer experience, risk management, data privacy, and trust frameworks
• Anticipate industry disruptions driven by AI and leverage emerging technology trends to enhance functional operations and long-term functional 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).
• 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
• Education Level: Associate degree