Senior Director, Business Support Operations

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $186.1k - $300.6k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• 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

🎯 Requirements

• Basic 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

🏖️ 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