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 Technical Program Manager for Site Reliability, you will lead complex planning, execution, and delivery of programs that enhance the reliability, scalability, and efficiency of our infrastructure and services. You will collaborate with cross-functional teams, including engineering, product, operations, and executive leadership, to define and implement SRE best practices, tools, and processes. The ideal candidate thrives in high-stakes environments, excels at coordinating deep technical work among large teams, and possesses exceptional follow-through to deliver results on time and within scope. You will be responsible for presenting progress and strategies to executive leadership, translating technical complexities into actionable insights.

This position is an individual contributor role reporting to the Senior Technology and Business Operations Director.

Responsibility

• Lead end-to-end program management for major SRE programs, including incident management, release management, observability, automation, and capacity planning, to ensure system reliability and performance

• Coordinate and orchestrate work across large, distributed teams of software engineers, SREs, DevOps teams, and stakeholders to align on priorities, resolve blockers, technical deliverables, timelines, dependencies and drive successful outcomes

• Prepare and deliver executive-level presentations, dashboards, and reports that highlight project status, milestones, challenges, and outcomes, influencing strategic decisions

• Partnering with Incident Commanders to oversee post-incident reviews, drive root cause analysis, and implement preventive measures to minimize downtime and improve system resilience

• Communicate program status, risks, and outcomes to senior leadership and stakeholders, translating technical details into business impact

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. 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 professional experience in the High-Tech Industry, including 12+ years of experience in technical program management or site reliability engineering (SRE) managing and delivering world class SRE platform and infrastructure for SaaS products and services

• Proven track record of managing large-scale, technically complex programs involving 50+ team members, with a demonstrated ability to deliver under tight deadlines

• Demonstrated ability to work effectively with executives, including presenting strategic plans and program updates to senior leadership

• Experience with SRE principles, including observability, incident response, and infrastructure automation

• Experience with distributed systems, cloud platforms (e.g., AWS, Azure, GCP), and container orchestration (e.g., Kubernetes)

• Experience with CI/CD pipelines, infrastructure as code (e.g., Terraform, Ansible), and monitoring tools (e.g., Prometheus, Grafana)

• Experience in building dashboards and data driven approach to projects

• Experience with project management tools (e.g., Jira, Asana, Microsoft Project) and agile/scrum frameworks

• Bachelor’s degree in Computer Science, Engineering, or a related technical field; advanced degree or equivalent experience

Preferred

• Exceptional attention to detail, follow-through, and high drive to push projects forward, even in ambiguous or challenging situations

• Excellent communication and presentation skills, with experience briefing executives on technical and business impacts

• Strong problem-solving and analytical skills, with a focus on driving measurable outcomes

• Ability to thrive in ambiguous environments and manage competing priorities

• Experience in defining and implementing SLOs/SLIs for large-scale systems

• Understanding of setting OKR and managing of multiple deliverables

• Background in managing incident response processes or chaos engineering programs

• Familiarity with DevOps software development methodologies

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

Illinois, Colorado, Massachusetts and Minnesota: $193,100.00 - $272,750.00 base salary

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

Washington DC: $202,800.00 - $286,500.00 base salary

Ohio: $174,400.00 - $246,325.00 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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