Principal Technical Program Manager, Digital Experience & Innovation

Role Description

As a Principal Technical Program Manager within the Global Customer Support & Digital Experience organization, you will own the end-to-end program management discipline for a large, multi-department portfolio, translating annual corporate planning into actionable initiatives and deploying advanced operating cadences. This role drives direct organizational impact by modernizing how the support function plans and executes, elevating lean maturity, and creating measurable improvements in both customer experience and engineering workflows. You will serve as a high-leverage strategic leader who sets the enterprise standard for designing and delivering large-scale programs across the organization.

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

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 AI and automation integration into support workflows, anticipating industry disruptions driven by AI, and leveraging AI 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

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.

• 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

Benefits

• 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

Please note that 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.

Equal Opportunity Employer

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.