Sr. Director, Support Enablement

Docusign • UNAVAILABLE, UNAVAILABLE

10h • Remote

About The Position

As the Senior Director of Support Enablement, you will lead the global vision for how Docusign's support organization learns, grows, and scales its technical expertise leveraging data, AI, knowledge and product quality and supportability strategies. You will own the end-to-end enablement roadmap spanning product supportability, team tooling, technical training, and AI-content and data architecture to drive down customer friction and ensure global internal and partner delivery teams execute reliably. In this role, you will anticipate industry disruptions driven by AI and leverage emerging AI trends to enhance functional strategy and long-term operational excellence across the entire customer support ecosystem.
This position is a people manager role reporting to the Group Vice President, Global Customer Support

Requirements

• 12+ years of experience leading customer support, learning and development, or technical enablement functions within a global SaaS environment
• 6+ years of experience managing multi-tiered global teams, including direct management of director-level leaders for 3+ years
• Experience establishing and owning department-level key results using data engineering, data platforms, or data science frameworks
• Experience architecting large-scale knowledge management systems and implementing Knowledge-Centered Service (KCS) methodologies leveraging AI creation and curation
• Experience implementing Generative AI, Vector Databases, and Natural Language Processing (NLP) models, and agentic AI solutions within operational infrastructures
• Experience collaborating with and influencing Vice President and C-level stakeholders across cross-functional domains
• Bachelor's degree in Computer Science, Engineering, Arts, or a related field of study

Nice To Haves

• Master's degree or MBA in a technical or business discipline
• Proven experience developing Generative AI or Natural Language Processing content framework strategies
• Demonstrated background leading large-scale organizational readiness programs alongside Engineering and Product groups
• Ability to collaborate with and align priorities across vice president and C-level stakeholders

Responsibilities

• Define and execute a multi-year global enablement roadmap leveraging data, AI, knowledge and product tooling to increase product quality, reduce time to diagnose, and align with Docusign's IAM platform goals
• Architect the strategy for our AI-driven knowledge ecosystem to optimize content for Large Language Models (LLMs) and agentic solutions, minimizing customer effort across the support funnel and channels
• Serve as the executive sponsor for AI enabled Knowledge-Centered Service (KCS) programs and product documentation, establishing decision frameworks and operational standards that drive fast, reliable knowledge utilization globally
• Partner with Product Management and Engineering leadership to communicate customer friction points, drive product quality, usability, and supportability improvements, and ensure support is fully enabled for new feature releases
• Establish clear operating practices and rhythms for operational readiness including capacity, training, knowledge and AI readiness for product and feature releases
• Leverage AI technologies to deliver deeper data insights for product, engineering, and support teams to continuously improve the quality, effectiveness and scale of customer experiences
• Manage departmental resources and align team goals to corporate strategy, fostering an inclusive, high-performing culture across the global support enablement function

Benefits

• 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