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).

We are seeking a strategic, process oriented and systems-minded Lead Strategy & Operations Analyst - Business Architect Professional Services to lead the design and optimization of the tools, processes, and workflows that power our Professional Services organization. This role plays a critical part in ensuring the day-to-day technology of customer success and AI-assisted technologies are aligned with the evolving needs of our Customer Success teams—especially our resources supporting Professional Services roles.

As a cross-functional leader and key member of the Customer Success team, you will partner with business and functional stakeholders to plan and drive high-impact, company-level initiatives that enhance efficiency, performance, and customer outcomes. You will lead strategic projects that align technology and process investments with business priorities, ensuring that systems are well-integrated, scalable, and optimized to support operational excellence, improve customer satisfaction and retention, and empower our teams to deliver exceptional value at scale.

This position is an indivdual contributor role reporting to the Vice President, Customer Success Strategy & Operations.

Responsibility

• Collaborate with stakeholders across Customer Success, Docusign Technology Services, Enterprise Transformation, Services Operations, BPST and other departments to ensure tools and systems are aligned with broader business objectives

• Lead the design, optimization, and implementation of systems and processes that drive efficiency within the Professional Services function

• Oversee the integration and optimization of CS tools to enhance Professional Services workflows and productivity

• Design, implement and optimize key metrics and KPIs to measure and monitor Professional Services productivity and impact

• Drive initiatives to improve customer satisfaction, retention, and overall experience through effective system and process management

• Manage cross-functional projects and initiatives related to Customer Success tools, processes, and system enhancements

• Translate business requirements into actionable plans to execute in conjunction with Docusign Digital Services and other cross-functional teams, ensuring alignment with overall business strategy

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• Bachelor’s degree in Business, Technology, or a related field, or equivalent experience.
• 12 years of experience in a systems/process optimization role, ideally within Customer Success, Sales, or Operations
• Experience working with AI tools and automation systems in a customer-centric environment

Preferred

• Proven experience with CRM/quoting/resource management/Customer Success platforms relevant for Professional Services
• Strong analytical skills with the ability to gather and assess data to make informed recommendations
• Excellent communication skills, with the ability to engage stakeholders at all levels of the organization
• Strong project management skills, with the ability to manage multiple initiatives simultaneously
• A proactive, self-starter with the ability to drive change in a fast-paced environment
• Advanced experience in systems/process architecture for Customer-facing teams
• Experience working with large-scale technology transformation.
• Demonstrated ability to lead cross-functional teams and initiatives successfully
• Experience in developing and managing strategic plans and roadmaps for technology and process improvements
• Knowledge of AI and automation best practices within Customer Success operations

This role is also eligible for the following:

• 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).

Global benefits provide options for the following:

• 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

Working here

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.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's 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. We encourage great talent who bring a range of perspectives to apply for our open positions. 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.

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