Senior Director, Business Support Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Develop and implement a multi-year roadmap for Support Operations, ensuring alignment of operational investments with DocuSign's long-term business objectives.

• Foster operational rigor and accuracy in the definitions, alignment, tracking of OKRs, and monthly/quarterly corrective measures to guarantee commitments are fulfilled.

• Quickly evaluate extensive, data-intensive operational datasets to uncover insights and construct data-driven business cases for executive consideration.

• Collaborate cross-functionally with technical program management teams to create tooling and systems roadmaps that utilize AI self-service capabilities and promote cost-effective scaling.

• Manage global workforce planning, capacity allocation and resource approvals, as well as multi-country hiring initiatives across support teams and programs.

• Supervise organization-wide KPIs, multi-tier performance assessments, and cross-departmental SLA governance to continually enhance customer satisfaction and response times.

• Represent the global Support organization in enterprise-wide strategic planning and steering committee sessions to impact operational health, customer experience, risk management, data privacy, and trust frameworks.

• Proactively identify industry disruptions caused by AI and harness emerging technological trends to improve functional operations and achieve long-term excellence.

⛳️ Requirements

• Bachelor's degree (BS/BA) or equivalent professional experience.

• Over 15 years of experience in support operations, business operations, program management, and/or strategy within a SaaS and service context.

• At least 5 years of management experience overseeing personnel managers.

• Proficient in CRM and CSM systems, including Salesforce, Zendesk, Atlassian, or ServiceNow.

• Familiarity with data systems, including Excel, Google Sheets, Tableau, or Snowflake.

• Ability to navigate operational ambiguity and devise resilient business solutions.

🏝️ Benefits

• Paid Time Off: accrued time off, plus paid company holidays based on your region.

• Paid Parental Leave: up to six months of leave with your child after birth, adoption, or foster care placement.

• Comprehensive Health Benefits Plans: options for fully employer-paid health plans with minimal employee contributions from the first day of employment.

• Retirement Plans: various retirement and pension programs with potential employer contributions.

• Learning and Development: opportunities for coaching, online courses, and education reimbursements.

• Compassionate Care Leave: paid time off following the loss of a loved one and other significant life events.