Director, Technical Program Manager

🔥 0 minutes ago

🏄 California, Colorado, +9 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🏛️ District of Columbia – Remote 🌽 Illinois – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote ☕ Washington – Remote

💵 $186.1k - $300.6k / year

⏰ Full Time

🔴 Lead

🔧 Technical Program 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

• Lead cross-functional programs that drive the digital and platform transformation of the global Support organization • Translate support and customer service requirements into technical specifications for internal tooling frameworks, process changes and customer-facing support features • Manage the lifecycle for deployment of autonomous diagnostic agents, predictive support models, and AI-powered workflow automations • Align program milestones with organizational KPIs by delivering data-driven progress updates and metrics architectures to executive leadership • Iterate technical planning models, team workflows, and program reporting systems to improve end-to-end alignment with company long-range planning objectives • Govern technical program management frameworks and delivery standards within the Support organization to maintain consistent execution across workstreams • Sponsor operational initiatives that pinpoint manual-to-automation workflow transitions to capture cost-efficiency gains and optimize self-service solutions • Anticipate industry disruptions driven by AI and leverage technology trends to enhance functional strategy and long-term operational excellence

🎯 Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related technical field • 12+ years of experience in technical program management, engineering leadership, or support operations within a SaaS environment • 5+ years of experience in structural people management or leading cross-functional project teams within a matrixed environment • Experience with Generative AI architectures, Large Language Models (LLMs), and API configurations • Experience with Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems • Preferred PMP or CSM certification • Proven background managing complex project lifecycles from scoping through post-launch optimization • Demonstrated ability to translate technical engineering parameters into clear customer support operational workflows • History of implementing workflow automations that substitute manual processes for self-service technical channels

🏖️ 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