Principal Technical Program Manager, Digital Experience & Innovation

About the role

This role is part of the Global Customer Support & Digital Experience organization within Docusign. The Principal Technical Program Manager (D8/P6) 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.

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 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

Basic 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

Expertise in lean methodologies with experience driving an organization to Lean Level 3, 4, or 5 maturity frameworks

Familiarity with Al/ML-driven support tools, digital experience platforms, and customer self-service automation

Professional certifications such as PMP, PgMP, SAFe, or Lean Six Sigma

Skills

Strong project management and leadership skills

Excellent communication and stakeholder management abilities

Ability to drive cross-functional collaboration and alignment

Experience with agile methodologies and tools

Benefits

Global benefits including paid time off, parental leave, full health benefits plans, retirement plans, learning and development opportunities, and compassionate care leave

Stock options and restricted stock units (RSUs)

Variable incentive pay for sales roles