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).
The Senior Support Service Delivery Manager will lead the operational delivery and vendor management for the Core+ Channel. This role is responsible for the performance of Technical Support Engineers (TSEs) and vendor partners, ensuring the delivery of proactive and reactive support to Docusign customers and partners. The ideal candidate will have a strong background in managing support operations, vendor relationships, and driving continuous improvement.
This position is a people manager role reporting to the Senior Director, eSign Support.
Responsibility
Manage the end-to-end delivery operations for the Core+ Channel, including both internal TSEs and external vendor support teams
Develop and execute strategies to optimize support delivery, improve efficiency, and enhance customer satisfaction
Own and drive key operational metrics, including Customer Experience, contractual Service Levels, Resolution Time, and other relevant KPIs
Conduct regular business reviews with vendor partners to monitor performance, identify areas for improvement, and ensure alignment with Docusign's goals
Contribute to the Vendor Quality Management Framework (QMF), standardizing, improving, and measuring the delivery of impactful and repeatable support experiences
Incorporate and promote the use of data, analytics, and automation to improve support delivery processes, identify service issues, and drive continuous improvement initiatives
Partner with cross-functional teams, including Product, Engineering, and Account Management, to address critical situations, manage incidents, and ensure seamless customer support
Provide product feedback and advocate for customer and partner needs by partnering with supportability teams
Collaborate and communicate effectively with cross-functional teams to ensure alignment and achieve common objectives
Champion customer issues within the organization, driving initiatives to enhance the overall customer experience
Manage escalations from TSE's and Vendors
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.
Basic
8+ years of experience in a support or operations delivery organization
5+ years of experience in team management, including managing FTEs and/or vendors, and experience overseeing delivery activities, implementations, and change
3+ years of experience managing vendor performance and relationships
3+ years of experience in the cloud and/or SaaS industry, including the use of data and automation to drive customer success and operational efficiency
3+ years of experience in internal or external customer-facing roles
Experience managing Technical Support Engineers
Preferred
B.A. or B.S. degree in a technical discipline
Experience managing the performance of an outsourcing partner
Ability to interact with and influence all levels of the business
Proven ability to contribute to organizational vision, planning, and execution of projects
Industry-recognized Agile framework certification
Multi-lingual skills in Docusign-supported languages
Strong collaboration skills, with experience interacting with executives, peers, and customers
Billing and Payments experience
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
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 IAM, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
