Technical Program Manager, IT Service Management (H/F)

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 peoples lives. With intelligent agreement management Docusign unleashes business-critical data that is trapped inside of documents. Using Docusigns 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).
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 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.

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
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
Act as a leader within the TPM organization mentoring and coaching less experienced team members on best practices agile methodologies and effective stakeholder management
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.

Positions at Docusign are assigned a job designation of either In Office Hybrid or Remote and are specific to the role/job. Docusign reserves the right to change a positions job designation depending on business needs and as permitted by local law.
8 years of experience leading large-scale complex cross-functional technical programs across global teams

• Experience with project management issue tracking and team collaboration tools like JIRA and Confluence
• Experience using iterative or Agile methodologies
• Experience managing multiple concurrent projects end-to-end with varying levels of complexity

Proven ability to influence senior leaders and drive alignment across Engineering IT Operations and Product without direct authority
Strong technical foundation with the ability to understand architecture platforms APIs and system interactions along with solid knowledge of the development lifecycle
Background leading automation self-service AI-driven or support technology initiatives
Experience synthesizing complex data into insights that shape program strategy and roadmaps
Familiarity with change management methodologies for scaling operational or technology transformations
Experience with Salesforce Lightning analytics/BI tools or data platforms
Strong business acumen with the ability to navigate ambiguity manage competing priorities and communicate technical concepts to non-technical executive audiences
Bonus: Non-Sales roles are eligible for a company bonus plan which is calculated as a percentage of eligible wages and dependent on company performance.
Stock: This role is eligible to receive Restricted Stock Units (RSUs).

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
Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time permanent basis without the need for current or future sponsorship.

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. 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 youll be loved by us our customers and the world in which we live.

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 .

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

Its important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience skill aptitude and a can-do approach. We will not discriminate based on race ethnicity color age sex religion national origin ancestry pregnancy sexual orientation gender identity gender expression genetic information physical or mental disability registered domestic partner status caregiver status marital status veteran or military status or any other legally protected category.