DocuSign

1 week ago

Support Strategy & Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Own strategy and operational execution for the Customer Support Operations team, advising VPs and Directors with long-term roadmaps, forecasting architecture, and performance intelligence. Architect multi-year planning frameworks, governance standards, and single-source-of-truth metrics, and design insights-rich business review content. Build self-service dashboards and automated reporting for real-time KPI visibility, lead cross-functional operational initiatives, and translate Voice of Customer data into measurable improvements using AI-enabled workflows.

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Architect multi-year planning frameworks with multi-variable forecasting models and scenario analyses to guide global resource allocation.
•Advise cross-functional leadership across Support, Product, Finance, and CX to translate business goals into actionable strategic recommendations.
•Design and institutionalize global Customer Support business rhythms and lead insights-rich content creation for monthly/quarterly business reviews.
•Build self-service dashboards and automated reporting ecosystems to deliver real-time KPI, capacity, and operational health visibility.
•Analyze customer experience using CSAT, NPS, and customer effort data to identify root causes and architect measurable, sustainable operational improvements at scale.

Key Requirements

•Bachelor’s degree in a quantitative discipline (Business, Economics, Statistics, Mathematics, Finance, Engineering, or related).
•8+ years in business analytics, strategy, operations, or a related function, including forecasting or planning cycles.
•Ability to synthesize complex datasets into clear narratives and actionable recommendations for stakeholders, including executive audiences.
•Experience designing governance, metrics, reporting definitions, and business rhythms for operational performance reviews.
•Familiarity with CRM and BI tools (Salesforce or Zendesk; Tableau, Looker, SQL, Python, or R) and communicating effectively in fast-paced environments.

Experience:8+ yearsSaaSTechnologyCustomer supportBusiness analytics

Education:Bachelor's

Skills:CommunicationStakeholder managementStrategic thinkingData-driven decision-makingCross-functional collaboration

Tech Stack:SalesforceZendeskTableauLookerSQLPythonRExcelGoogle SheetsAIMachine learningAgentic workflow

Company Brief

DocuSign

Provides a cloud-based electronic signature and intelligent agreement management platform that automates document workflows, identity verification, contract lifecycle management, and agreement analytics for enterprises and individuals worldwide.

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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DocuSign

1 week ago

Support Strategy & Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Brazil

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Architect multi-year planning frameworks with multi-variable forecasting models and scenario analyses to guide global resource allocation.
•Advise cross-functional leadership across Support, Product, Finance, and CX to translate business goals into actionable strategic recommendations.
•Design and institutionalize global Customer Support business rhythms and lead insights-rich content creation for monthly/quarterly business reviews.
•Build self-service dashboards and automated reporting ecosystems to deliver real-time KPI, capacity, and operational health visibility.
•Analyze customer experience using CSAT, NPS, and customer effort data to identify root causes and architect measurable, sustainable operational improvements at scale.

Key Requirements

•Bachelor’s degree in a quantitative discipline (Business, Economics, Statistics, Mathematics, Finance, Engineering, or related).
•8+ years in business analytics, strategy, operations, or a related function, including forecasting or planning cycles.
•Ability to synthesize complex datasets into clear narratives and actionable recommendations for stakeholders, including executive audiences.
•Experience designing governance, metrics, reporting definitions, and business rhythms for operational performance reviews.
•Familiarity with CRM and BI tools (Salesforce or Zendesk; Tableau, Looker, SQL, Python, or R) and communicating effectively in fast-paced environments.

Experience:8+ yearsSaaSTechnologyCustomer supportBusiness analytics

Education:Bachelor's

Skills:CommunicationStakeholder managementStrategic thinkingData-driven decision-makingCross-functional collaboration

Tech Stack:SalesforceZendeskTableauLookerSQLPythonRExcelGoogle SheetsAIMachine learningAgentic workflow

Company Brief

DocuSign

Industry: LegalTech

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor