Senior Technical Program Manager

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business‑critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e‑signature and contract lifecycle management (CLM).

What you’ll do

As a Senior Technical Program Manager, you are a strategic, hands‑on leader responsible for driving complex, cross‑functional technology initiatives within the GCS Tools & Technologies team. You will lead the end‑to‑end delivery of programs that define our digital customer experience, with a focus on Agentic solutions, world‑class self‑service, and support automation. In this role, you will partner deeply across Engineering, IT, Product, Operations, and Data teams to optimize the efficiency of our Customer Support and Success operations. You will operate with a high degree of autonomy, balancing immediate execution needs with long‑term strategic planning to ensure our technology investments deliver measurable business value.

This position is an individual contributor reporting to Sr. Director, GCS Tools & Technologies.

Responsibility

• Effectively balance and execute multiple short‑term initiatives and long‑term strategic programs concurrently, ensuring they align with organizational priorities and deliver measurable ROI.
• Partner with Engineering, Product, IT, and Operations to drive alignment and delivery of Agentic AI, self‑service, and automation solutions across complex stakeholder groups.
• Define and implement scalable governance methodologies and operational frameworks for your specific portfolio, ensuring consistent delivery standards and process efficiency.
• Lead the strategy for adopting Agentic AI and automation within Support, partnering with Product and Engineering to pilot new capabilities and scale successful solutions.
• Identify, monitor, and mitigate program risks and dependencies, communicating health and impact clearly to stakeholders and executive leadership.
• Analyze data from support platforms and operational systems to identify trends, define and report on KPIs that measure program effectiveness, and influence technology decisions.
• Evaluate existing workflows to identify bottlenecks and independently lead process re‑engineering efforts that enable the organization to execute at scale.
• Act as a leader within the TPM organization, mentoring and coaching less experienced team members on best practices, agile methodologies, and effective stakeholder management.

Job Designation

Remote : Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

What you bring

Basic

Preferred

Life at Docusign

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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