Sr. Director, Business Support Operations

Company Overview

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).

What you'll do

As the Senior Director of Business Support Operations, you will lead the global strategy, systems, and operational frameworks that power Docusign's customer support ecosystem. You will partner with executive leadership to translate enterprise-wide strategic priorities into multi-year support programs, driving system, process, and AI transformations to enhance functional performance and cost efficiency. By managing global workforce planning, departmental budgets, and cross-functional alignments, you will ensure the organization scales effectively while maintaining high-quality, customer-first delivery.

 

This position is a people manager role reporting to the Group Vice President, Global Customer Support.

 

Responsibility

• Define and execute the multi-year Support Operations program roadmap, aligning operational investments with Docusign's long-term business strategy

• Drive operational rigor and precision regarding OKR definitions, alignment, tracking, and monthly/quarterly corrective actions to ensure commitments are met

• Assess large, data-rich operational sets rapidly to discover insights and build data-driven business cases for executive review

• Partner cross-functionally with technical program management teams to develop tooling and systems roadmaps that leverage AI self-service capabilities and enhance cost-effective scaling

• Govern global workforce management, capacity planning and resource approval, and multi-country hiring initiatives across support teams and programs

• Oversee organizational-wide KPIs, multi-layer performance evaluations, and cross-departmental SLA governance to continuously improve customer satisfaction and response times

• Represent the global Support organization in enterprise-wide strategic planning and steerco sessions to influence operational health, customer experience, risk management, data privacy, and trust frameworks

• Anticipate industry disruptions driven by AI and leverage emerging technology trends to enhance functional operations and long-term functional excellence

Job Designation

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.

What you bring

Basic

• BS/BA degree or equivalent experience

• 15+ years of experience in support operations, business operations, program management, and/or strategy within a SaaS and service environment

• 5+ years of management experience directing people managers

• Experience with CRM and CSM systems, including Salesforce, Zendesk, Atlassian, or ServiceNow

• Experience with data systems, including Excel, Google Sheets, Tableau, or Snowflake

• Experience navigating operational ambiguity and designing resilient business solutions

Preferred

• Master's degree or equivalent advanced degree

• Experience executing global system transformations and large-scale program management initiatives

• Knowledge of Artificial Intelligence and Large Language Model applications within support environments

• History of managing multi-regional budgets and global workforce deployment models

Wage Transparency

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: $186,100.00 - $300,550.00 base salary

 

Illinois, Colorado, Massachusetts