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 Director, Global Business Operations, you will be a highly motivated, results-oriented leader driving operational excellence in support of our Global Customer Success organization. Reporting to the Senior Director, Customer Success Global Operations, Strategy, and Insights, you will partner closely with CSAM Regional Operations Business Partners, the Global Insights team, and the CS Leadership Team to run the business’ operating rhythm. You will lead the business management system including regular operating and inspection cadences, drive thought leadership on agenda and key topics for discussion at a leadership level, and manage the annual planning process for the business. Your mission will be to ensure reporting of business performance, enable data-driven decision-making, ensure progress visibility, and enable proactive actions to deliver and exceed performance targets. You will be responsible for leading a globally distributed team of resources and overseeing critical initiatives that optimize customer success, enhance operational efficiency, and drive growth.

This position is a people manager role reporting to the Vice President, Customer Success Strategy & Operations.

Responsibility

• Act as the Strategy & Operations business partner for the overall Customer Success function and for global business programs

• Build business intimacy via collaboration with and support of CSAM regional operations to facilitate the right discussions and decision-making at a global level

• Lead the annual planning exercise for the business from design to execution, coordinating with the rest of organization on key deliverables

• Align with Sales and Partner strategy & operations counterparts on reporting needs for the net business and interlock with their reporting cadences

• Collaborate cross-functionally to design and implement plays, offerings, and programs that drive customer outcomes and value realization

• Drive thought leadership on continual improvement and evolution of the business management system in line with company and business priorities

• Develop a robust customer engagement framework, including actionable reporting and inspection mechanisms

• Build innovative tools such as self-serve capabilities and drive change management to free up time for the CS strategy & operations function

• Design and measure KPIs to build a strong financial and operational foundation for the business

• Collaborate with regional business partners and the global insights team on establishing the right template standards and operational targets/OKRs

• Drive alignment across regions, balancing global consistency with regional specificity

• Represent the global business in strategic discussions with C-suite leaders and external stakeholders

• Champion collaboration and inclusivity among cross-functional senior leaders

• Collaborate with Sales & Partner in how we report the net business and implement process improvements on cross-GTM cadences

• Lead a high-performing team across multiple business areas and global locations.

• Support the development of a Center of Excellence (COE) for Customer Success Operations

• Own the short- and long-term strategy, roadmap, and resource planning for your areas of responsibility

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

• BS/BA degree in Business Management, Operations, or Accounting/Finance
• 12+ years of experience working at a SaaS company
• 10+ years of experience in Customer Success and/or Management Consulting
• 5+ years leading operational teams

Preferred

• Experience managing global business management systems for Sales or Customer Success or xDR functions
• Extensive experience driving annual planning, leading projects from start to finish to deliver large-scale, complex business and technical initiatives successfully and on time in high-growth, performance-focused environments
• Background in customer success, renewal management, support, and consulting services
• Proven expertise in B2B and B2B2C SaaS companies
• Ability to model business processes using various tools and techniques
• Proactive approach to collaboration across multiple functions and geographies to achieve complex objectives
• Demonstrated ability to lead large cross-functional teams, mentor, coach, and effectively transfer expertise to others
• Strong influencing skills and ability to build lasting relationships at multiple organizational levels
• Knowledge of Salesforce, Tableau, Gong, and Gainsight software is advantageous
• Master’s degree or equivalent experience preferred
• Demonstrated ability to manage complex sales/GTM problems and implement actionable methodologies supporting revenue goals
• Strong organizational, prioritization, and project management skills
• A natural bias for action, intrinsic ability to handle ambiguity, and perseverance to drive initiatives to completion
• Exceptional ability to derive insights from data, guiding sound decision-making beyond numbers

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: $177,900.00 - $287,425.00 base salary

Illinois: $170,900.00 - $241,400.00 base salary

Washington: $170,900.00 - $251,325.00 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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