Principal Technical Program Manager, Digital Experience – Innovation

Docusign

Leading program management initiatives for global customer support at DocuSign. Developing strategic roadmaps and driving operational excellence across teams and departments.

Posted 7/8/2026full-timeRemote • California, Colorado, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Washington • 🇺🇸 United StatesLead💰 $186,100 - $300,550 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Program ManagementPortfolio ManagementRisk IdentificationDependency MappingDashboard BuildingMetrics AnalysisStrategic PlanningProgram ExecutionContinuous ImprovementAutomation Integration

Soft Skills

Clear CommunicationStakeholder AlignmentLeadershipCoachingInfluencing