Support Strategy & Operations Manager

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 a Strategy & Operations Manager on the Customer Support Operations team, you will serve as a Subject Matter Expert (SME) and strategic advisor to leadership, owning long-term strategic roadmaps, forecasting architecture, and performance intelligence. You will operate at the intersection of strategy and operational execution, partnering with VPs and Directors to translate complex market shifts into actionable, scalable business programs. This is a high-impact role where your ability to define operational frameworks, govern data standards, and lead cross-functional strategy will directly influence the organization's trajectory.

This position is an individual contributor role reporting to the Principal Support Strategic Operations & Quality Manager.

Responsibility

• Architect and lead multi-year planning frameworks, developing complex, multi-variable forecasting models and strategic scenario analyses to inform global resource allocation and investment decisions

• Advise cross-functional leadership spanning Support, Product, Finance, and CX to surface systemic opportunities and translate business goals into precise, actionable strategic recommendations

• Design and institutionalize the global Customer Support business rhythm, overseeing the creation of insights-rich content for monthly and quarterly business reviews to ensure leadership clarity on goals, scope, and performance trends

• Govern self-service dashboards and automated reporting ecosystems that provide real-time, high-fidelity visibility into key performance indicators, capacity trends, and operational health

• Lead high-visibility, cross-functional initiatives as an analytical owner, architecting the data-driven strategy for complex programs such as global tooling rollouts and enterprise-wide process redesigns

• Define the metrics, governance standards, and reporting definitions that serve as the single source of truth for Customer Support to establish data integrity across corporate systems

• Analyze the end-to-end customer experience to move beyond tactical reporting, identifying root causes of systemic friction and architecting measurable, sustainable operational improvements at scale

• Develop advanced frameworks to analyze CSAT, NPS, and customer effort data to transform Voice of Customer signals into strategic investments and structural improvements

• Champion best-in-class operational models, identifying strategic opportunities to improve team efficiency and leading the design of innovative solutions to complex, long-term operational challenges

• Partner with Finance and Workforce Management (WFM) to align staffing, demand, and ROI projections with the broader corporate strategy to ensure operational readiness against long-range business objectives

• Evaluate, responsibly adopt, and scale next-generation technical tools and AI solutions within the support ecosystem to optimize operational workflows, boost team productivity, and drive automation

• Promote the procurement and implementation of internal technologies within the analytical technology stack to enhance decision-making velocity and drive organizational productivity

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

• Bachelor's degree in Business, Economics, Statistics, Mathematics, Finance, Engineering, or a related quantitative discipline

• 8+ years of experience in business analytics, strategy, operations, or a related function

• Experience synthesizing complex datasets into clear narratives and actionable recommendations for stakeholders

• Experience leading planning cycles, business reviews, or strategic forecasting processes

• Experience presenting findings to cross-functional and executive audiences

• Experience managing multiple priorities in a fast-paced environment while anticipating blockers and pivoting as business context evolves

• Experience with CRM platforms (Salesforce or Zendesk) and business intelligence tools (Tableau, Looker, SQL, Python, or R)

Preferred

• Experience within a SaaS or technology company

• Excellent written and verbal communication skills

• Experience working within or in close partnership with Customer Support, Customer Success, or Customer Experience functions

• Advanced degree such as an MBA or a Master's degree in a quantitative discipline

• Deep experience with AI implementation or agentic workflow design in a customer support context

• Hands-on experience applying AI or machine learning tools to business analysis or workflow automation

• Skills in advanced Excel or Google Sheets, including financial modeling and scenario analysis

• Significant experience partnering directly with executive leadership at the VP level and above

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.

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