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).

As a Principal Program Manager of Operations at Docusign, you'll lead crucial global programs, driving system and process improvements, orchestrating complex technology migrations, optimizing workflows, managing budgets, ensuring data integrity, and overseeing key vendor relationships and product transfers—all vital to Docusign's strategic initiatives. This role acts as a critical bridge between engineering leadership and other key stakeholders, including Product, People, Communications, Finance, and Legal, focusing on strategic and operational planning and fostering cross-functional initiatives to boost engineering effectiveness. You'll also be responsible for establishing key success metrics for Engineering and Product teams, building the dashboards necessary for leaders to gain actionable insights, and fostering strong cross-functional alignment and communication, especially with senior leadership, to achieve program goals.

This is an individual contributor role reporting to the VP of Product Development and Operations.

Responsibility

• Serve as a trusted strategic partner to the VP of Operations and Technology, playing a pivotal role in shaping strategic direction and operational excellence

• Develop and execute programs and initiatives that champion overall goals, requiring frequent and close collaboration with key cross-functional leaders, including those in Finance, Engineering, Customer Support, Marketing, and Product

• Drive results without formal authority by cultivating a highly collaborative and high-trust team environment

• Demonstrate strong people management skills by influencing diverse stakeholders, resolving conflicts constructively, and expertly leading teams through periods of change

• Identify and manage program risks through rigorous risk assessments, proactively surfacing prioritization and tradeoff decisions, and proposing effective mitigation strategies or alternative solutions aligned with defined risk management processes

• Apply deep project management expertise to clearly define workstreams, establish precise milestones, and ensure all project activities are appropriately assigned and meticulously tracked to guarantee successful delivery

• Manage budgets effectively for all of Product and Engineering, meticulously tracking and understanding where costs are allocated including developing robust financial models, forecasting expenditures, analyzing variances, and identifying opportunities for cost optimization without compromising quality or strategic objectives, ensuring financial discipline and transparent reporting across all initiatives

• Identify and manage program risks through rigorous risk assessments, proactively raising prioritization and tradeoff decisions, proposing effective mitigation strategies, and developing alternative solutions in line with a defined risk management framework

• Design and optimize workflows for Product & Engineering leads, including tooling, processes, and best practices – apply deep project management expertise to define clear workstreams, establish ambitious yet achievable milestones, and ensure all project activities are appropriately assigned and meticulously tracked for successful delivery

• Design and implement a rigorous program for product and feature launches, ensuring seamless coordination, clear communication across all stakeholders, and comprehensive readiness checks to accelerate market entry and adoption

• Develop standardized launch playbooks, defining decision gates, and ensuring cross-functional alignment from ideation to post-launch review

• Balance strategic vision with operational execution, making real-time decisions, evaluating tradeoffs, and identifying innovative opportunities that not only enhance program outcomes but also drive continuous improvement

• Facilitate comprehensive project planning and coordination to drive accountability across teams, ensuring they deliver high-quality results consistently, on time, and within scope

• Partner closely with executive leadership to truly understand core business needs, rigorously assess current operational states, and develop actionable plans that lead to significant process improvements and enhanced operational efficiency

• Drive and coordinate rhythm of business activities across Product and Engineering (e.g., townhalls, planning cycles, OKR / program reviews, operational cadences)

• Support technology-driven initiatives by expertly gathering business requirements and ensuring tight alignment with IT development efforts, including a robust understanding of user acceptance testing (UAT) processes to guarantee solutions meet business needs

• Establish and track critical operational metrics such as cycle time, lead time, deployment frequency, success rates for product launches, resource utilization, and cost efficiency including metrics like velocity, defect density, and mean time to recovery (MTTR) and track feature adoption, customer satisfaction (CSAT) related to new releases, and time to value

• Design and implement comprehensive dashboards that provide real-time visibility into program health, operational performance, and key metrics tailored for various audiences, from executive overviews highlighting strategic progress to detailed operational views for team leads, enabling data-driven decision-making

• Establish robust mechanisms for company-wide information flow, ensuring transparency and clarity including developing centralized communication platforms, standardizing reporting cadences, implementing regular cross-functional sync-ups, and fostering a culture of proactive information sharing to break down silos

• Cultivate a culture that relentlessly accelerates launches and enhances velocity involving championing agile methodologies, promoting continuous improvement, fostering a blameless post-mortem culture, recognizing and rewarding efficient processes, and empowering teams to make rapid, informed decisions

• Shape and enhance the Product & Technology culture including setting up engaging internal and external newsletters, orchestrating hackathons, and establishing community forums, all aimed at bringing people together and fostering a cohesive and innovative environment

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

• 15+ years of impactful experience in program or technical program management within strategy and operations, including a minimum of 5 years directly partnering with Product and Engineering organizations

• Experience driving significant operational excellence within high-growth, global technology environments, transforming challenges into streamlined processes

• Experience with engineering metrics, leading productivity frameworks, and cutting-edge operational best practices, with practical experience in establishing or enhancing technical KPIs, OKRs, or scorecards for engineering teams

• Ability to comfortably navigate fast-paced, ambiguous environments, consistently demonstrating a proactive bias for action and a dedication to continuous improvement

• Experience in leading and refining rhythm of business activities, encompassing planning cycles, executive reviews, and comprehensive reporting to foster an efficient operational cadence

• A Bachelor's degree in a technical field or equivalent practical experience

Preferred

• Masterful communication, collaboration, and stakeholder management skills, allowing you to adeptly influence without authority and forge strong alignment across all organizational tiers, even in complex, matrixed structures

• Robust technical and analytical skills, with a proven ability to distill complex data into strategic, actionable insights for executive stakeholders

• Experience leveraging data visualization and business intelligence tools like Tableau, Looker, or Power BI to drive insights at scale

• Experience in management consulting, strategic operations, or technical operations is highly valued

• Demonstrated comfort and effectiveness in collaborating with and presenting to senior leadership (VP-level and above) within executive settings

• Familiarity with modern Agile, Lean, or scaled delivery methodologies (e.g., SAFe, Scrum@Scale)

• An advanced degree (e.g., MBA, MS in Engineering, or a related field) or specialized training in data analysis, systems thinking, or operational strategy

• Deep understanding of product development lifecycles and a track record of positively influencing outcomes across both product and engineering teams

• Experience in mentoring or guiding junior program managers or operational leads on best practices

• Experience navigating and contributing to complex SaaS architectures, particularly within cloud-native and distributed systems

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $202,800.00 - $327,625.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $193,100.00 - $286,500.00 base salary

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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