[Remote] Lead Technical Program Manager, Digital Experience & Innovation
Auto ImportNote: The job is a remote job and is open to candidates in USA. Docusign is a leading company in e-signature and contract lifecycle management, serving over 1.5 million customers globally. The Lead Technical Program Manager will manage high-impact programs within the Global Customer Support & Digital Experience organization, focusing on improving program execution and organizational impact.
Responsibilities
- Support the integration of Support & Digital Experience planning and program execution with corporate planning standards to eliminate planning lag across the organization
- Partner with Support, Product, Engineering, IT, Finance, and Operations stakeholders to scope, sequence, and execute high-priority programs with clear ownership, decision points, dependencies, and success measures
- Maintain an integrated program-level view for assigned initiatives to provide leadership with reliable and on-time visibility into scope, progress, risks, decisions, and business outcomes
- Drive the end-to-end execution of complex, cross-functional Support & Digital Experience programs, ensuring that workstreams stay aligned to agreed scope, delivery timelines, and technical dependencies
- Apply and improve program management standards, ensuring that business requirements, stakeholder commitments, success measures, and guardrails are clearly defined, documented, and actively managed
- Own integrated schedules, dependency maps, risk registers, decision logs, and escalation paths for assigned programs to proactively surface and resolve blockers
- Design reusable program frameworks, templates, and playbooks for assigned initiative types that reduce setup time and improve consistency across future programs
- Lead program retrospectives and operational reviews that capture lessons learned, identify reusable practices, and improve the quality, speed, and predictability of execution
- Build and maintain program health dashboards, reporting views, and metrics that give stakeholders actionable visibility into execution status and KR progress
- Mentor and develop less experienced program managers by sharing frameworks, reviewing program plans, and modeling strong program management practices
- Run effective operating cadences for assigned programs, including working team forums, leadership reviews, risk reviews, and launch readiness checkpoints
- Lead through influence rather than authority, driving alignment and accountability across teams with competing priorities and no direct reporting relationship
- Contribute to monthly and quarterly business review materials by synthesizing program status, risks, and forward-looking priorities into concise, leadership-ready narratives
- Represent assigned Support & Digital Experience programs in cross-functional planning and execution forums to ensure operational impacts are understood and addressed
- Lead defined transformation initiatives that improve support systems, customer self-service, technical support engineer workflows, and operational execution maturity
- Apply organizational change management principles to sustain adoption of new systems, processes, and ways of working across affected teams
- Anticipate industry disruptions driven by AI, and leverage AI trends to enhance functional strategy and long-term operational excellence
- Partner with AI, automation, product, engineering, and operations teams to identify and execute practical opportunities to reduce repetitive manual work, improve precision, and increase self-service effectiveness
- Apply lean and continuous improvement principles to assigned programs, helping teams eliminate waste, clarify ownership, and improve handoffs
- Use internal data, stakeholder feedback, customer pain points, and industry practices to recommend improvements, shape program priorities, and support investment decisions
Skills
- 12+ years of experience in technical program management, support operations, professional services, product operations, or engineering program management, with 5+ years leading cross-functional technical programs
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical field (or an equivalent combination of technical degree and experience)
- Experience managing programs with multiple workstreams, cross-functional dependencies, and stakeholder engagement
- Experience with SaaS platforms, data flows, integrations, APIs, internal tooling, customer support systems, and automation workflows
- Experience with program and portfolio management tools including Jira, Confluence, Asana, Smartsheet, or ServiceNow PPM
- Experience synthesizing program details into narratives, status updates, and decision paths for leadership audiences
- Experience building program health dashboards, defining success metrics, and using data for risk management
- Experience developing business cases or investment justifications, including articulating expected ROI and resource requirements
- Experience applying lean, Agile, or scaled delivery methodologies to improve execution maturity and reduce operational waste
- Experience driving organizational change management for programs involving new systems, processes, or operating models
- Familiarity with AI/ML-driven support tools, digital experience platforms, customer self-service automation, generative AI concepts, or LLM-enabled workflows
- Experience contributing to portfolio governance, business review cadences, or enterprise planning frameworks
- Professional certifications such as PMP, PgMP, SAFe, Scrum, or Lean Six Sigma
- Experience with Salesforce, customer support platforms, Bl/reporting tools, SQL, or Tableau
- Experience mentoring program managers or building and sharing reusable delivery frameworks and playbooks
Benefits
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. 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
Company Overview