Note: The job is a remote job and is open to candidates in USA. Docusign is a leading company in e-signature and contract lifecycle management, dedicated to simplifying business processes for over 1.5 million customers worldwide. The Principal Technical Program Manager will oversee program management across a large portfolio, modernizing support functions and enhancing customer experience through strategic initiatives and operational improvements.
Responsibilities
- Own the integration of support planning and program execution systems with corporate planning standards to eliminate planning lag across the organization
- Partner with department and executive leadership to define annual and multi-year roadmaps, translating strategic intent into funded, scoped, and sequenced programs with clear ownership and success measures
- Define and maintain a portfolio-level view of all Support & Digital Experience initiatives to provide leadership with consistent visibility into scope, progress, dependencies, risks, and business outcomes
- Deploy best-in-class system tooling to run large multi-department programs, equipping teams to effectively manage the full lifecycle of the initiative portfolio
- Establish and demonstrate program management standards to ensure that business requirements, technical requirements, dependencies, and success measures are clearly defined and followed
- Drive risk identification, dependency mapping, and escalation frameworks that proactively surface blockers before they become program-level delays
- Lead program retrospectives and closeout reviews that generate reusable insights and continuously raise the quality bar for future program execution
- Apply data-driven approaches to measure program health and impact, building dashboards and reporting mechanisms that give stakeholders actionable, real-time visibility
- Drive and own the monthly and quarterly business review (MBR/QBR) cadence with department leadership and executive owners
- Serve as the primary interface between Support leadership and cross-functional stakeholders including Product, Engineering, Finance, and IT-synthesizing portfolio status into concise, executive-ready narratives
- Influence and align senior stakeholders across departments through clear communication and structured decision frameworks
- Represent the Support & Digital Experience program office in corporate planning forums, contributing to enterprise-wide prioritization and resource allocation decisions
- Drive year-over-year strategies and programs that continuously transform support systems, customer experience, and technical support engineer tooling
- Own the advancement of the organization's lean maturity through a multi-year roadmap that reaches and sustains Lean Level 4 and Level 5 across support operations
- Champion Al and automation integration into support workflows, anticipating industry disruptions driven by Al, and leveraging Al trends to enhance functional strategy and long-term operational excellence
- Build and evolve the continuous improvement culture across the support organization, coaching teams on lean principles and eliminating waste
- Benchmark internal practices against industry-leading enterprise support models to shape transformation strategy and justify investments
Skills
- 15+ years of experience in program management or operations, including 8 years in leadership roles within SaaS companies
- Bachelor's degree in Computer Science, Engineering, or Information Systems
- Experience managing portfolios, dependencies, and priorities across departments
- Experience selecting, deploying, and administering platforms such as Jira, Asana, Smartsheet, or ServiceNow PPM
- Experience conveying portfolio status and aligning teams across organizations
- Experience building dashboards and using metrics for prioritization
- Expertise in lean methodologies with experience driving an organization to Lean Level 3, 4, or 5 maturity frameworks
- Familiarity with AI/ML-driven support tools, digital experience platforms, and customer self-service automation
- Professional certifications such as PMP, PgMP, SAFe, or Lean Six Sigma
Benefits
- 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).
- 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
Company Overview