Sr. Director, Support Enablement

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

As the Senior Director of Support Enablement, you will lead the global vision for how Docusign's support organization learns, grows, and scales its technical expertise leveraging data, Al, knowledge and product quality and supportability strategies. You will own the end-to-end enablement roadmap spanning product supportability, team tooling, technical training, and Al-content and data architecture to drive down customer friction and ensure global internal and partner delivery teams execute reliably. In this role, you will anticipate industry disruptions driven by Al and leverage emerging Al trends to enhance functional strategy and long-term operational excellence across the entire customer support ecosystem.

This position is a people manager role reporting to the Group Vice President, Global Customer Support

Responsibility

• Define and execute a multi-year global enablement roadmap leveraging data, Al, knowledge and product tooling to increase product quality, reduce time to diagnose, and align with Docusign's IAM platform goals

• Architect the strategy for our Al-driven knowledge ecosystem to optimize content for Large Language Models (LLMs) and agentic solutions, minimizing customer effort across the support funnel and channels

• Serve as the executive sponsor for Al enabled Knowledge-Centered Service (KCS) programs and product documentation, establishing decision frameworks and operational standards that drive fast, reliable knowledge utilization globally

• Partner with Product Management and Engineering leadership to communicate customer friction points, drive product quality, usability, and supportability improvements, and ensure support is fully enabled for new feature releases

• Establish clear operating practices and rhythms for operational readiness including capacity, training, knowledge and Al readiness for product and feature releases

• Leverage Al technologies to deliver deeper data insights for product, engineering, and support teams to continuously improve the quality, effectiveness and scale of customer experiences

• Manage departmental resources and align team goals to corporate strategy, fostering an inclusive, high-performing culture across the global support enablement function

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• 12+ years of experience leading customer support, learning and development, or technical enablement functions within a global SaaS environment

• 6+ years of experience managing multi-tiered global teams, including direct management of director-level leaders for 3+ years

• Experience establishing and owning department-level key results using data engineering, data platforms, or data science frameworks

• Experience architecting large-scale knowledge management systems and implementing Knowledge-Centered Service (KCS) methodologies leveraging Al creation and curation

• Experience implementing Generative Al, Vector Databases, and Natural Language Processing (NLP) models, and agentic Al solutions within operational infrastructures

• Experience collaborating with and influencing Vice President and C-level stakeholders across cross-functional domains

• Bachelor's degree in Computer Science, Engineering, Arts, or a related field of study

Preferred

• Master's degree or MBA in a technical or business discipline

• Proven experience developing Generative Al or Natural Language Processing content framework strategies

• Demonstrated background leading large-scale organizational readiness programs alongside Engineering and Product groups

• Ability to collaborate with and align priorities across vice president and C-level stakeholders

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.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $244,000.00 - $390,575.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $228,400.00 - $322,675.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $228,400.00 - $344,575.00 base salary

Washington DC: $244,000.00 - $344,575.00 base salary

Ohio: $211,400.00 - $298,550.00 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).

Global benefits provide options for the following:

• 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

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

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. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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