Senior Technical Program Manager

Location: Ontario, Canada

Department: Product Development, Management & Experience

Work Mode: Remote

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 the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data trapped inside of documents. 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 Senior Technical Program Manager within the GCS Tools & Technologies team, you will be a strategic, hands-on leader driving complex, cross-functional technology initiatives that define our digital customer experience. Focusing on Agentic AI solutions, world-class self-service, and support automation, you will partner deeply across Engineering, IT, Product, Operations, and Data teams to optimize the efficiency of our Customer Support and Success operations, ensuring seamless integration with DocuSign's e-signature and CLM innovations. In this individual contributor role reporting to the Sr. Director, GCS Tools & Technologies, you will operate with high autonomy, balancing immediate execution with long-term strategic planning to deliver measurable business value. You will lead end-to-end delivery of programs that enhance operational scalability, pilot cutting-edge AI capabilities, and re-engineer workflows to support DocuSign's global growth. By synthesizing complex data into actionable insights, you will shape roadmaps that drive ROI and foster an innovation culture where agreements come alive faster and more intelligently. This is a remote position (#LI-Remote), embodying DocuSign's commitment to flexibility and trust. Join a collaborative environment where you'll mentor TPM peers, influence senior leaders, and contribute to making the world more agreeable through technology. At DocuSign, everything is equal—we ensure every team member has the opportunity to succeed, innovate, and feel deep pride in work that transforms how businesses operate.

Key Responsibilities

• Effectively balance and execute multiple short-term initiatives and long-term strategic programs concurrently, ensuring alignment with DocuSign's organizational priorities and measurable ROI
• Partner with Engineering, Product, IT, and Operations to drive alignment and delivery of Agentic AI, self-service, and automation solutions across complex global stakeholder groups
• Define and implement scalable governance methodologies and operational frameworks for your portfolio, ensuring consistent delivery standards, process efficiency, and compliance with e-signature and intelligent agreement management standards
• Lead the strategy for adopting Agentic AI and automation within Customer Support and Success, partnering with Product and Engineering to pilot innovative capabilities and scale successful solutions
• Identify, monitor, and mitigate program risks and dependencies, providing clear communication on program health, impacts, and progress to stakeholders and executive leadership
• Analyze data from support platforms, operational systems, and DocuSign's Intelligent Agreement Management platform to identify trends, define KPIs, report on program effectiveness, and influence technology roadmaps
• Evaluate existing workflows to identify bottlenecks and independently lead process re-engineering efforts that enable Customer Support and Success teams to execute at scale
• Act as a leader within the TPM organization, mentoring and coaching less experienced team members on best practices, Agile methodologies, and effective stakeholder management
• Collaborate on initiatives that enhance DocuSign's digital customer experience, integrating e-signature, CLM, and AI-driven innovations to accelerate business agreements
• Drive cross-functional alignment to optimize efficiency in GCS Tools & Technologies, delivering world-class self-service and support automation tied to DocuSign's core platform

Required Qualifications

• BA/BS degree in Computer Science, Engineering, Business, or related field, or equivalent practical experience
• 8+ years of experience leading large-scale, complex, cross-functional technical programs across global teams at fast-paced tech companies
• Proven experience with project management, issue tracking, and team collaboration tools such as JIRA, Confluence, and similar platforms
• Hands-on experience using iterative or Agile methodologies to deliver high-impact technology programs
• Demonstrated success managing multiple concurrent projects end-to-end, handling varying levels of complexity and tight deadlines
• Experience driving technical programs in customer support, success operations, or digital experience domains
• Strong track record of partnering with Engineering, Product, IT, and Operations teams in matrixed organizations

Preferred Qualifications

• Proven ability to influence senior leaders and drive alignment across Engineering, IT, Operations, and Product without direct authority
• Strong technical foundation with deep understanding of architecture, platforms, APIs, system interactions, and full development lifecycle
• Background leading automation, self-service, AI-driven (especially Agentic AI), or support technology initiatives
• Experience with Salesforce Lightning, analytics/BI tools (e.g., Tableau, Power BI), or data platforms
• Familiarity with change management methodologies for scaling operational or technology transformations
• Strong business acumen to navigate ambiguity, manage competing priorities, and communicate technical concepts to non-technical executives

Required Skills

• Program management and execution across global teams
• Agile and iterative methodologies
• JIRA, Confluence, and project/issue tracking tools
• Stakeholder alignment and influence without authority
• Technical architecture, APIs, platforms, and system integrations
• Agentic AI, automation, and self-service technologies
• Data analysis, KPI definition, and BI tools
• Risk management and dependency tracking
• Process re-engineering and workflow optimization
• Change management methodologies
• Salesforce Lightning experience
• Business acumen and executive communication
• Cross-functional collaboration (Engineering, Product, IT, Operations)
• Strategic roadmap planning and ROI measurement
• Mentoring and leadership in TPM practices
• Navigating ambiguity and competing priorities

Benefits

• Competitive base salary, bonus, and equity in a market-leading SaaS company
• Comprehensive health, dental, and vision insurance with multiple plan options
• 401(k) matching and employee stock purchase program
• Unlimited PTO and flexible remote work policy (#LI-Remote)
• Professional development stipend and access to learning platforms
• Generous parental leave and family planning benefits
• Wellness programs including mental health support and fitness reimbursements
• Volunteer time off and impact-driven community programs
• Employee discounts on DocuSign products and partner services

DocuSign is an Equal Opportunity Employer.