Support Strategy & Operations Manager

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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

• Serve as a Subject Matter Expert (SME) and strategic advisor to leadership, owning long-term strategic roadmaps • Partner with VPs and Directors to translate complex market shifts into actionable, scalable business programs • Advise cross-functional leadership spanning Support, Product, Finance, and CX to surface systemic opportunities • Design and institutionalize the global Customer Support business rhythm • Govern self-service dashboards and automated reporting ecosystems • Analyze the end-to-end customer experience to move beyond tactical reporting • Champion best-in-class operational models • Partner with Finance and Workforce Management (WFM) to align staffing, demand, and ROI projections • Evaluate, responsibly adopt, and scale next-generation technical tools and AI solutions

🎯 Requirements

• Bachelor's degree in Business, Economics, Statistics, Mathematics, Finance, Engineering, or a related quantitative discipline • 8+ years of experience in business analytics, strategy, operations, or a related function • Experience synthesizing complex datasets into clear narratives and actionable recommendations for stakeholders • Experience leading planning cycles, business reviews, or strategic forecasting processes • Experience presenting findings to cross-functional and executive audiences • Experience managing multiple priorities in a fast-paced environment while anticipating blockers and pivoting as business context evolves • Experience with CRM platforms (Salesforce or Zendesk) and business intelligence tools (Tableau, Looker, SQL, Python, or R)

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities • Ability to apply for a job online