Lead Technical Program Manager, Digital Experience & Innovation

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 a Lead Technical Program Manager within the Global Customer Support & Digital Experience organization, you will own the end-to-end program management discipline for a defined portfolio of high-impact programs, translating department priorities into structured plans, integrated schedules, and measurable outcomes. This role drives meaningful organizational impact by modernizing how the support function plans, executes, and measures complex initiatives while improving visibility into cross-functional risks and dependencies. You will serve as a high-leverage delivery leader who brings structure to ambiguity, aligns cross-functional teams, and elevates the delivery capability of every team you partner with.

This position is an individual contributor role reporting to the Group Vice President, Global Customer Support.

Responsibility

• Support the integration of Support & Digital Experience planning and program execution with corporate planning standards to eliminate planning lag across the organization

• Partner with Support, Product, Engineering, IT, Finance, and Operations stakeholders to scope, sequence, and execute high-priority programs with clear ownership, decision points, dependencies, and success measures

• Maintain an integrated program-level view for assigned initiatives to provide leadership with reliable and on-time visibility into scope, progress, risks, decisions, and business outcomes

• Drive the end-to-end execution of complex, cross-functional Support & Digital Experience programs, ensuring that workstreams stay aligned to agreed scope, delivery timelines, and technical dependencies

• Apply and improve program management standards, ensuring that business requirements, stakeholder commitments, success measures, and guardrails are clearly defined, documented, and actively managed

• Own integrated schedules, dependency maps, risk registers, decision logs, and escalation paths for assigned programs to proactively surface and resolve blockers

• Design reusable program frameworks, templates, and playbooks for assigned initiative types that reduce setup time and improve consistency across future programs

• Lead program retrospectives and operational reviews that capture lessons learned, identify reusable practices, and improve the quality, speed, and predictability of execution

• Build and maintain program health dashboards, reporting views, and metrics that give stakeholders actionable visibility into execution status and KR progress

• Mentor and develop less experienced program managers by sharing frameworks, reviewing program plans, and modeling strong program management practices

• Run effective operating cadences for assigned programs, including working team forums, leadership reviews, risk reviews, and launch readiness checkpoints

• Lead through influence rather than authority, driving alignment and accountability across teams with competing priorities and no direct reporting relationship

• Contribute to monthly and quarterly business review materials by synthesizing program status, risks, and forward-looking priorities into concise, leadership-ready narratives

• Represent assigned Support & Digital Experience programs in cross-functional planning and execution forums to ensure operational impacts are understood and addressed

• Lead defined transformation initiatives that improve support systems, customer self-service, technical support engineer workflows, and operational execution maturity

• Apply organizational change management principles to sustain adoption of new systems, processes, and ways of working across affected teams

• Anticipate industry disruptions driven by AI, and leverage AI trends to enhance functional strategy and long-term operational excellence

• Partner with AI, automation, product, engineering, and operations teams to identify and execute practical opportunities to reduce repetitive manual work, improve precision, and increase self-service