Principal Product Manager, AI Support Transformation

Location: San Francisco, California

Department: Product Development, Management & Experience

Work Mode: Hybrid

About the Role

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 business processes and simplify lives through intelligent agreement management. As the #1 company in e-signature and contract lifecycle management (CLM), Docusign unleashes business-critical data trapped in documents, connecting it to systems of record to drive efficiency and opportunity. Join our innovation-driven culture where bold ideas transform how the world agrees, and help reimagine enterprise support through cutting-edge AI. Docusign is seeking a hands-on, technically strong Principal Product Manager, AI Support Transformation, to lead the company’s enterprise support evolution. Reporting to the GVP, Global Infrastructure & Operations, you will define and execute Docusign’s AI Transformation Playbook—building and scaling LLM-based platforms, GenAI copilots, and intelligent agents that deliver secure, personalized, frictionless support across IT, HR, Legal, Finance, and Customer Operations. This individual contributor role demands deep AI/ML expertise, enterprise product leadership, and a proven ability to deliver production-grade outcomes that integrate seamlessly with Docusign’s e-signature and CLM ecosystem, unlocking agreement data for smarter automation. You will partner with engineering, data, and operations to architect AI systems with robust governance, champion experimentation for rapid iteration, and drive measurable gains in automation, resolution speed, employee satisfaction, and cost savings. By establishing a company-wide AI-driven support model, you’ll enable autonomous resolutions for most workflows, delivering 'wow' experiences that embody Docusign’s commitment to trust, equality, and making the world more agreeable. This hybrid role requires minimum 2 days per week in-office, fostering collaboration in our inclusive, high-impact culture.

Key Responsibilities

• Partner in the design and scaling of LLM-powered and agentic AI systems for DocuSign's enterprise support transformation
• Build and operationalize DocuSign’s AI Transformation Playbook to accelerate AI adoption across IT, HR, Legal, Finance, and Customer Operations
• Collaborate with engineering, data science, and operations teams to define AI architecture, data integration, and governance frameworks
• Deliver measurable improvements in automation rates, resolution times, service quality, and employee experience metrics
• Ensure responsible AI practices through close partnership with Security, Legal, and Compliance teams
• Champion an experimentation-driven culture to accelerate safe, scalable AI deployment enterprise-wide
• Establish a company-wide AI-driven support model that transforms business operations and integrates with DocuSign's Intelligent Agreement Management platform
• Enable autonomous resolution for high-volume support and productivity workflows using GenAI copilots and agents
• Drive smarter, faster, personalized support interactions delivering 'wow' experiences for DocuSign employees
• Achieve quantifiable gains in operational efficiency, employee satisfaction, and cost optimization
• Integrate AI solutions with DocuSign's e-signature and CLM ecosystem to unlock trapped agreement data for support automation

Required Qualifications

• 15+ years of experience in product management within technology-driven environments
• Proven experience managing AI/ML products, including LLMs and enterprise automation
• Hands-on experience with AI-driven workflows and SaaS ecosystems
• Demonstrated ability to lead cross-functional teams in delivering production-grade AI solutions
• Track record of driving measurable business outcomes in enterprise support or operations
• Strong understanding of enterprise support domains including IT, HR, Legal, Finance, and Customer Operations
• Experience in defining AI architecture, data integration, and governance frameworks

Preferred Qualifications

• Deep expertise in Generative AI, agentic systems, and LLM orchestration
• Hands-on experience with RAG, prompt engineering, and AI platform integration
• Knowledge of AI governance, compliance, and responsible AI practices
• Proven track record transforming enterprise support or business operations through AI
• Advanced degree in Computer Science, AI, Machine Learning, or related field
• Experience in e-signature, contract lifecycle management (CLM), or intelligent agreement platforms

Required Skills

• Product management expertise in AI/ML and enterprise SaaS
• Deep knowledge of LLMs, Generative AI, and agentic systems
• Proficiency in RAG, prompt engineering, and LLM orchestration
• AI platform integration and workflow automation
• Cross-functional leadership and stakeholder management
• AI governance, compliance, and responsible AI frameworks
• Data integration and architecture design
• Experimentation and A/B testing methodologies
• Metrics-driven decision making for business outcomes
• Enterprise support transformation experience
• Strong technical communication and presentation skills
• Agile product development practices
• Familiarity with e-signature and CLM technologies
• Problem-solving in complex, high-stakes environments
• Customer-centric mindset for employee experience design

Benefits

• Competitive base salary with bonus eligibility based on company performance
• Restricted Stock Units (RSUs) as part of total compensation
• Generous Paid Time Off and paid company holidays
• Paid Parental Leave up to six months for birth, adoption, or foster care
• Comprehensive health benefits plans with 100% employer-paid options from day one
• Retirement plans with potential employer contributions
• Learning and Development programs including coaching, online courses, and education reimbursements
• Compassionate Care Leave for life-changing events
• Hybrid work model with minimum 2 days per week in-office

DocuSign is an Equal Opportunity Employer.