Director, Services Operations
Customer Success | San Francisco, CA or Seattle, WA or Chicago, IL or Remote - US

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

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Professional Services Operations Team is responsible for quote-to-cash, compliance, and financial analysis for our Professional Services organization. In this role, the Director will be responsible for owning our financial planning for Professional Services, ensuring compliance, and partnering with the Professional Services leadership team to drive results. This role will lead a team of Operations Analysts, driving operational excellence and ensuring our Professional Services organization meets their financial and business objectives.

This position is a people manager role reporting to the VP of Success, Strategy & Operations and is designated Flex.

Responsibilities

• Partner with Professional Services senior leadership to establish strategic plans, operational & financial objectives to unlock productivity and accelerate execution
• Develop standard operating model and improvement roadmaps, identifying opportunities for process and technology improvement and optimization including redesign, and development of new process and policies
• Lead and drive the execution of business process improvement projects and other strategic initiatives
• Leverage business systems including CRM and PSA to deliver reliable, scalable and efficient solutions to support services objectives
• Partner and collaborate with Finance to meet the financial and operational objectives of the business
• Be responsible for Services Bookings Revenue Forecasting ( Budget to Actuals)
• Provide leadership, mentorship and professional development for team
• Lead via influence and development of cross business relationships to drive solution to intricate business problems
• Represent PS Ops as knowledge leader during new systems upgrades or leveraging new tools.
• Track key performance metrics and report out to delivery leadership
• Manage the Professional Services quote-to-cash process including SOX controls and systems improvements
• Align with key business partners in Finance to ensure completeness and accuracy of monthly financials and drive efficiencies in cross-functional processes
• Lead annual planning initiatives to ensure financial goals are aligned to company and organization strategy

Basic qualifications

• Bachelor’s Degree in Accounting or Finance, Masters recommended
• 12+ years work experience in a similar role
• 10+ years experience of experience managing teams
• In depth knowledge of US GAAP Software Revenue Recognition as it applies to Professional Services
• Ability to evaluate data anomalies, investigate root causes, and craft and deploy solutions
• Ability to independently resolve multiple approaches to problem solving
• Global Cultural awareness and experience with in-region teams
• 5+ years experience utilizing salesforce and financial force
• Ability to travel 20%

Preferred qualifications

• CPA, CA, MBA preferrable
• Experience utilizing a PSA tool (FinancialForce)
• Ability to build strong relationships with cross-functional teams and stakeholders to drive operational excellence and scale
• Highly collaborative working style
• Excellent Analytical and organizational skills
• Strong Project/Program Management skill set.
• Must be a self-starter and have the ability to work well under pressure
• Excellent communication skills. Comfortable working with all levels of the organization.
• Willingness to create new tools and processes and comfortable with ambiguity. Enthusiasm for the unknown.
• AStrong management skills with a proven ability to successfully lead teams in both solid-line and dotted-line reporting structures
• Ability to engage at both a technical and a strategic level

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $150,300 - $186,700 and eligible for bonus, equity and benefits.

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
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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