About the role

Role Overview

As a Lead Technical Program Manager in Docusign’s Global Customer Support & Digital Experience organization, you will own end-to-end program management for a portfolio of high-impact initiatives. You’ll translate departmental priorities into structured plans, integrated schedules, and measurable outcomes—improving visibility into cross-functional risks and dependencies.

Responsibilities

Integrate Support & Digital Experience planning and program execution with corporate planning standards to reduce planning lag.
Partner with Support, Product, Engineering, IT, Finance, and Operations to scope, sequence, and execute priority programs with clear ownership, decision points, dependencies, and success measures.
Maintain an integrated program-level view to provide leaders reliable, on-time visibility into scope, progress, risks, decisions, and business outcomes.
Drive end-to-end execution of complex, cross-functional programs, ensuring workstreams remain aligned on scope, timelines, and technical dependencies.
Apply and improve program management standards (requirements, stakeholder commitments, success measures, and guardrails) and actively manage them.
Own integrated schedules, dependency maps, risk registers, decision logs, and escalation paths to surface and resolve blockers early.
Design reusable program frameworks, templates, and playbooks to improve consistency and reduce setup time.
Lead retrospectives and operational reviews to capture lessons learned and improve execution quality, speed, and predictability.
Build and maintain program health dashboards and metrics for actionable stakeholder visibility (including KR progress).
Run operating cadences (team forums, leadership reviews, risk reviews, launch readiness checkpoints).
Lead through influence across teams with competing priorities and no direct reporting relationship.
Contribute to monthly/quarterly business review materials with leadership-ready narratives.
Represent programs in cross-functional planning and execution forums and ensure operational impacts are addressed.
Mentor and develop less experienced program managers by sharing frameworks and reviewing plans.

Requirements

Experience owning end-to-end delivery for complex, cross-functional technical programs.
Strong ability to translate priorities into integrated plans, schedules, dependencies, and measurable outcomes.
Proven capability to manage risks, decisions, dependencies, and escalations through structured program management.
Ability to create and maintain program-level visibility through dashboards, metrics, and reporting.
Demonstrated leadership through influence and ability to align stakeholders without direct authority.

Nice-to-haves

Experience modernizing or improving support/digital experience planning and execution processes.
Ability to design reusable program frameworks, templates, and playbooks.
Experience mentoring or developing other program managers.

About Docusign

Docusign provides agreement and contract lifecycle management (CLM) solutions that help businesses create, commit, and manage agreements. Their Intelligent Agreement Management platform connects business-critical data from documents to systems of record, enabling faster and more efficient business processes worldwide.