Director, Technical Program Manager

What you’ll do As the Director, Technical Program Manager (TPM), you will lead the programmatic execution and strategic delivery of Docusign Support’s most complex technical initiatives. Operating cross‑functionally across Support, Engineering, and Product cohorts, you will orchestrate large‑scale transformation programs, including AI‑driven automation deployments, tool migrations, and global process redesigns. You will bridge the gap between business vision and technical implementation, ensuring all technical programs deliver measurable performance impacts on the overall customer experience. This is a people‑management role reporting to the Sr. Director, GCS Tools & Technologies. Responsibilities Lead cross‑functional programs that drive the digital and platform transformation of the global Support organization Translate support and customer service requirements into technical specifications for internal tooling frameworks, process changes and customer‑facing support features Manage the lifecycle for deployment of autonomous diagnostic agents, predictive support models, and AI‑powered workflow automations Align program milestones with organizational KPIs by delivering data‑driven progress updates and metrics architectures to executive leadership Iterate technical planning models, team workflows, and program reporting systems to improve end‑to‑end alignment with company long‑range planning objectives Govern technical program management frameworks and delivery standards within the Support organization to maintain consistent execution across workstreams Sponsor operational initiatives that pinpoint manual‑to‑automation workflow transitions to capture cost‑efficiency gains and optimize self‑service solutions Anticipate industry disruptions driven by AI and leverage technology trends to enhance functional strategy and long‑term operational 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 Qualifications Bachelor’s degree in Computer Science, Information Systems, or a related technical field 12+ years of experience in technical program management, engineering leadership, or support operations within a SaaS environment 5+ years of experience in structural people management or leading cross‑functional project teams within a matrixed environment Experience with Generative AI architectures, Large Language Models (LLMs), and API configurations Experience with Jira, Smartsheet, Salesforce, Tableau, or Snowflake systems Preferred Qualifications PMP or CSM certification Proven background managing complex project lifecycles from scoping through post‑launch optimization Demonstrated ability to translate technical engineering parameters into clear customer support operational workflows History of implementing workflow automations that substitute manual processes for self‑service technical channels 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 and Minnesota: $178,900.00 – $252,700.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $178,900.00 – $262,825.00 base salary Washington DC: $186,100.00 – $262,825.00 base salary Ohio: $157,100.00 – $221,900.00 base salary This role is also eligible for the following: Bonus: 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). Benefits Global benefits provide options for the following: 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 Work Authorization Notice We do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full‑time, permanent basis without the need for current or future sponsorship. States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. EEO Statement It’s important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can‑do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. #J-18808-Ljbffr