Company Overview

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

What you'll do

The Product Led Growth Program Management and Operations Team has an opening for a Senior Operation Manager to work cross-functionally with our business partners and system owners to ensure that customers in our E-commerce channel have a seamless purchase and renewal experience. You should have an analytical mindset, solid process and systems orientation, and a passion for getting in the weeds to investigate and resolve issues. You should display a bias for action to quickly resolve issues in the short term while working across systems, teams, and stakeholders to drive the appropriate long term solution. This position will work in conjunction with Program Management, Product Management, Customer Experience, and Engineering to ensure DocuSigns Payments and eComm platforms are operating efficiently to support continued system scale. This position’s objectives will be directly linked to business metrics such as revenue, customer satisfaction, and operational efficiency.

This position is an individual contributor reporting to the Director, Digital Experience Operations and is designated Flex.

Responsibility

Write business requirements and user stories and collaborate with internal teams to build and test enhancements to Billing and Commerce systems, integrations,with and processes that our customers interact
Partner with various operational, systems, and development teams to ensure instrumentation, monitoring and alerting for each stage of the purchase and recurring billing process
Monitor reports and act on alerts as necessary
Identify system failures and work with partner teams to remediate via systems enhancements or human intervention
Conduct periodic clean-up, execute mass updates, and perform regular monthly operational tasks to ensure web customer base data is in good order
Provide coverage for account and contact data clean-up as necessary
Act with a sense of urgency and purpose, identify and resolve roadblocks, reach out to cross functional team members to solicit input and or help when appropriate
Drive the end-to-end delivery of system enhancements and bug fixes
Identify and track risks to the Digital Experience’s Operational Health
Work with cross-team leadership to conduct LOE estimations and resource planning
Evaluate existing processes and procedures. Make recommendations and drive process improvement and adoption of best practices to improve efficiency and effectiveness

What you bring

Basic

8+ years of related experience with a Bachelor’s degree in STEM, Accounting, or Analytics related field or 6+ years related experience with a Master’s degree and leading cross-functional, global programs
Experience with third party software integration
Experience using project and issue tracking software such as Jira
Direct experience using iterative or Agile methodologies (e.g. SCRUM)
Experience troubleshooting Billing and Commerce systems issues
Experience with data and reporting, advanced Excel and SQL skills
Experience with cross-functional collaboration

Preferred

Impeccable organizational skills and attention to detail
Highly motivated, organized, self-starter who thrives in a fast-paced environment
Intellectually curious
Strong and innovative approach to problem solving and delivering solutions
Skilled at dealing with ambiguity in a rapidly growing and changing environment
Ability to lead without authority and coordinate cross-functional work teams toward task completion
Ability to develop strong cross-team relationships and partnerships
Strong project management experience

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

This role is eligible for bonus, equity and benefits.

Based on legislation in California the following details are for individuals who reside and would be working in California only: California pay range: $123,600 - $202,550 base salary

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 provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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Senior Operations Manager, eCommerce and Payments