CS Strategy & Operations Program Manager
Docusign · Chicago, IL · 1 mo ago
HybridInformation Technology$133k–$207k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes "Company Overview", "What you'll do", "Responsibilities", "Job Designation", "What you bring", "Preferred", "Wage Transparency Pay", "Benefits", "Work Authorization Notice", "Life at Docusign", "Accommodation", "Applicant and Candidate Privacy Notice", "States Not Eligible for Employment", "Equal Opportunity Employer", "EEO Know Your Rights poster". We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to drop sections that are boilerplate: Work Authorization Notice, Accommodation, Applicant and Candidate Privacy Notice, States Not Eligible for Employment, Equal Opportunity Employer, EEO Know Your Rights poster. Also remove any duplicated lines. Also remove "Life at Docusign" maybe considered boilerplate? It's more culture description; but it's not a standard heading like About the role etc. The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those headings where appropriate. We have sections: About the role (could be Company Overview + What you'll do). Responsibilities (list). Requirements/Qualifications/Skills (What you bring + Preferred). Benefits (list). Pay (Wage Transparency Pay). Schedule (Job Designation hybrid info). We should not repeat job title as heading. Also we should not include headings with filler text. So we need to include sections only if there is real specific content.
Let's extract content.
Company Overview: "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 that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. 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)."
What you'll do: paragraph describing role responsibilities high-level. We could combine with About the role.
Responsibilities: bullet list (multiple lines). Let's extract bullet points:
- Own and help define the overarching CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation
- Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations on an ongoing basis to ensure outcomes that materially improve customer experience and business performance.
- Design and facilitate strategic brainstorming and working sessions with SMEs, cross-functional stakeholders, and CS leaders to surface, shape, and pressure-test new initiatives before they enter the program roadmap.
- Enable all activities from strategic inception through to successful delivery and adoption, directing cross-functional program activities, and driving a shared understanding and accountability across multiple workstreams and with stakeholders at all levels, including the C-suite as needed.
- Lead the development and presentation of executive-level communications, including Steering Committee updates, to ensure a shared understanding of program status, strategic value, and business impact.
- Create and manage program-level artifacts, including long-range strategic plans, cross-program dependency maps, and holistic risk and issues logs that inform and guide executive decision-making.
- Define and track program-level success metrics tied to business outcomes (e.g., adoption, GRR, efficiency gains)
- Model and champion AI-augmented program management practices: using AI tools to synthesize cross-functional updates, surface risks earlier, accelerate reporting/Steering Committee prep, and scale program oversight across a growing initiative portfolio.
- Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement across the organization.
That's a list.
Job Designation Hybrid: "Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)". Also some extra text about designation not guaranteed etc. That's likely boilerplate? It's specific to schedule. We'll include Schedule section with that content, but we should remove the extra generic sentences about designation not guaranteed etc? The instruction: remove duplicated lines, cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The extra text about designation not guaranteed is not exactly boilerplate but maybe considered generic policy. Might be okay to keep? It's not about schedule specifics. Might be considered boilerplate. Safer to keep only the specific schedule info: Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation). We'll put that in Schedule.
What you bring (basic qualifications): list:
- Basic 8+ years of combined strategy/operations and program management/enterprise transformation experience, with a proven track record of owning and delivering multiple, large-scale programs.
- 5+ years of experience specifically with Customer Success, Sales, or broader GTM Space within a SaaS or subscription-based business.
- Demonstrated ability to influence and build consensus with working teams, senior leadership and C-level executives.
- Strong problem solver and sense of urgency
- Extensive experience driving digital transformation with a focus on cross-functional, interdependent programs.
- Exceptional skills in simplifying highly complex issues and developing strategic frameworks to facilitate broad organizational understanding and action.
- BS/BA degree or equivalent relevant experience
- Excellent executive communication skills and interpersonal aptitude
Preferred Experience: list:
- Experience in Management Consulting, Customer Success, Sales or broader GTM Operations in a SaaS context
- Adept at building close working relationships and establishing personal credibility across an organization, maintaining a high level of professionalism and self-motivation
- Expertise in Agile methodologies and productivity tools (e.g., SmartSheet, Jira, Confluence), with a focus on applying these tools at a program, not just project, level.
- Fluency with AI tools for program management workflows (e.g., synthesizing status updates, drafting executive communications, risk/dependency analysis); Comfort using AI to increase program velocity and personal leverage.
We can combine Requirements/Qualifications/Skills sections. Perhaps we have Requirements (basic) and Preferred (preferred). Or we can have a single Skills section combining both. The instruction: Prefer a few substantive sections over many thin ones. So we could have Requirements (basic) and maybe Preferred as part of same section? But we have headings list: Requirements, Qualifications, Skills. We could use Requirements for basic, Qualifications for preferred, Skills for maybe tools? But better to keep simple: Requirements (basic), Preferred (maybe as part of Requirements?). However we need to follow instruction: Use headings only when posting has real specific content. So we can have Requirements (basic) and Preferred (maybe as a subheading? Not allowed). Could combine into one Requirements section that includes both basic and preferred, labeling them. But that might be okay.
Benefits: list from "Global benefits provide options for the following:" then bullet list:
- 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
We should include Benefits section.
Pay: Wage Transparency Pay details: "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: $132,700.00 - $206,800.00 base salary This Role Is Also Eligible For The Following Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. 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)."
We need to include Pay section with that content. Should we include the bonus and stock details? Yes, it's substantive.
Schedule: as described.
We should not include About the role heading? The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those headings where appropriate. We have sections: About the role (could be Company Overview + What you'll do). Responsibilities (list). Requirements/Qualifications/Skills (What you bring + Preferred). Benefits (list). Pay (Wage Transparency Pay). Schedule (Job Designation hybrid info). We should not repeat job title as heading. Also we should not include headings with filler text. So we need to include sections only if there is real specific content.
Let's extract content.
Company Overview: "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 that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. 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)."
What you'll do: paragraph describing role responsibilities high-level. We could combine with About the role.
Responsibilities: bullet list (multiple lines). Let's extract bullet points:
- Own and help define the overarching CS Strategy & Operations program roadmap and vision for major Customer Success Operations initiatives, with a bias to agentification and automation
- Collaborate with senior leaders to proactively plan program objectives, scope, and deliverables, and manage expectations on an ongoing basis to ensure outcomes that materially improve customer experience and business performance.
- Design and facilitate strategic brainstorming and working sessions with SMEs, cross-functional stakeholders, and CS leaders to surface, shape, and pressure-test new initiatives before they enter the program roadmap.
- Enable all activities from strategic inception through to successful delivery and adoption, directing cross-functional program activities, and driving a shared understanding and accountability across multiple workstreams and with stakeholders at all levels, including the C-suite as needed.
- Lead the development and presentation of executive-level communications, including Steering Committee updates, to ensure a shared understanding of program status, strategic value, and business impact.
- Create and manage program-level artifacts, including long-range strategic plans, cross-program dependency maps, and holistic risk and issues logs that inform and guide executive decision-making.
- Define and track program-level success metrics tied to business outcomes (e.g., adoption, GRR, efficiency gains)
- Model and champion AI-augmented program management practices: using AI tools to synthesize cross-functional updates, surface risks earlier, accelerate reporting/Steering Committee prep, and scale program oversight across a growing initiative portfolio.
- Lead and evolve our CS Strategy & Operations program management methodology and best practices, sharing lessons learned and driving a culture of continuous improvement across the organization.
That's a list.
Job Designation Hybrid: "Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)". Also some extra text about designation not guaranteed etc. That's likely boilerplate? It's specific to schedule. We'll include Schedule section with that content, but we should remove the extra generic sentences about designation not guaranteed etc? The instruction: remove duplicated lines, cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The extra text about designation not guaranteed is not exactly boilerplate but maybe considered generic policy. Might be okay to keep? It's not about schedule specifics. Might be considered boilerplate. Safer to keep only the specific schedule info: Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation). We'll put that in Schedule.
What you bring (basic qualifications): list:
- Basic 8+ years of combined strategy/operations and program management/enterprise transformation experience, with a proven track record of owning and delivering multiple, large-scale programs.
- 5+ years of experience specifically with Customer Success, Sales, or broader GTM Space within a SaaS or subscription-based business.
- Demonstrated ability to influence and build consensus with working teams, senior leadership and C-level executives.
- Strong problem solver and sense of urgency
- Extensive experience driving digital transformation with a focus on cross-functional, interdependent programs.
- Exceptional skills in simplifying highly complex issues and developing strategic frameworks to facilitate broad organizational understanding and action.
- BS/BA degree or equivalent relevant experience
- Excellent executive communication skills and interpersonal aptitude
Preferred Experience: list:
- Experience in Management Consulting, Customer Success, Sales or broader GTM Operations in a SaaS context
- Adept at building close working relationships and establishing personal credibility across an organization, maintaining a high level of professionalism and self-motivation
- Expertise in Agile methodologies and productivity tools (e.g., SmartSheet, Jira, Confluence), with a focus on applying these tools at a program, not just project, level.
- Fluency with AI tools for program management workflows (e.g., synthesizing status updates, drafting executive communications, risk/dependency analysis); Comfort using AI to increase program velocity and personal leverage.
We can combine Requirements/Qualifications/Skills sections. Perhaps we have Requirements (basic) and Preferred (preferred). Or we can have a single Skills section combining both. The instruction: Prefer a few substantive sections over many thin ones. So we could have Requirements (basic) and maybe Preferred as part of same section? But we have headings list: Requirements, Qualifications, Skills. We could use Requirements for basic, Qualifications for preferred, Skills for maybe tools? But better to keep simple: Requirements (basic), Preferred (maybe as part of Requirements?). However we need to follow instruction: Use headings only when posting has real specific content. So we can have Requirements (basic) and Preferred (maybe as a subheading? Not allowed). Could combine into one Requirements section that includes both basic and preferred, labeling them. But that might be okay.
Benefits: list from "Global benefits provide options for the following:" then bullet list:
- 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
We should include Benefits section.
Pay: Wage Transparency Pay details: "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: $132,700.00 - $206,800.00 base salary This Role Is Also Eligible For The Following Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. 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)."
We need to include Pay section with that content. Should we include the bonus and stock details? Yes, it's substantive.
Schedule: as described.
We should not include About the role heading? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can include About the role (company overview + what you'll do). We'll put that as a
maybe multiple paragraphs. We must not repeat job title as heading. Not needed. We must output only HTML fragment, no /, no markdown. Let's construct:
About the role
Company overview paragraph.
What you'll do paragraph.
Responsibilities
- ... ...
Requirements
- Basic 8+ years... ...