{"schemaVersion":"jobsearcher.job.v1","id":"a52505cf7e24aa71c2e77a0e","url":"https://jobsearcher.com/jobs/a52505cf7e24aa71c2e77a0e","canonicalUrl":"https://jobsearcher.com/jobs/a52505cf7e24aa71c2e77a0e","title":"CS Strategy & Operations Program Manager","description":"OverviewIn this role you will lead complex transformation programs for Customer Success, partnering with senior leaders to drive measurable improvements in customer experience and business performance. You will own the CS Strategy & Operations roadmap, shaping initiatives from inception to adoption and communicating impact to executives. You will facilitate cross-functional workstreams, surface risks early, and ensure alignment with company priorities. A key hook is applying AI-augmented program management to accelerate reporting and governance, enabling scalable oversight across a growing portfolio.Compensation / BenefitsPaid Time OffPaid Parental LeaveFull Health Benefits PlansRetirement PlansLearning and DevelopmentRSUsResponsibilitiesDefine and own the CS Strategy & Operations program roadmap and vision, emphasizing automation and agent enablementCollaborate with senior leaders to plan objectives and deliverables, ensuring outcomes improve customer experience and business metricsFacilitate strategy sessions with SMEs and CS leaders to validate new initiatives before entering the roadmapOversee end-to-end program delivery, driving accountability across multiple workstreams and stakeholders, including the C-suitePrepare and present executive-level updates (Steering Committee) to communicate status, value, and impactCreate program artifacts (long-range plans, dependency maps, risk/issue logs) to guide executive decisionsDefine and track program-level success metrics tied to adoption, GRR, and efficiency gainsModel AI-augmented management practices to synthesize updates, surface risks, and accelerate reportingLead evolution of the CS Strategy & Operations PMM methodology promoting continuous improvementKey requirements8+ years in strategy/operations and program management with large-scale programs5+ years in Customer Success, Sales, or GTM within SaaS or subscription businessProven ability to influence senior leadership and executivesStrong problem-solving and sense of urgencyExperience driving digital transformation across cross-functional programsAbility to simplify complex issues and build strategic frameworksBS/BA or equivalent experienceExcellent executive communication and interpersonal skillsinfluencing and consensus-buildingstrategic thinkingclear communicationAgile methodologiesSmartSheetJira","company":"DocuSign","rawCompany":"docusign","city":"Evanston","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-10-26T13:38:43.275Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"CS Strategy & Operations Program Manager","description":"OverviewIn this role you will lead complex transformation programs for Customer Success, partnering with senior leaders to drive measurable improvements in customer experience and business performance. You will own the CS Strategy & Operations roadmap, shaping initiatives from inception to adoption and communicating impact to executives. You will facilitate cross-functional workstreams, surface risks early, and ensure alignment with company priorities. A key hook is applying AI-augmented program management to accelerate reporting and governance, enabling scalable oversight across a growing portfolio.Compensation / BenefitsPaid Time OffPaid Parental LeaveFull Health Benefits PlansRetirement PlansLearning and DevelopmentRSUsResponsibilitiesDefine and own the CS Strategy & Operations program roadmap and vision, emphasizing automation and agent enablementCollaborate with senior leaders to plan objectives and deliverables, ensuring outcomes improve customer experience and business metricsFacilitate strategy sessions with SMEs and CS leaders to validate new initiatives before entering the roadmapOversee end-to-end program delivery, driving accountability across multiple workstreams and stakeholders, including the C-suitePrepare and present executive-level updates (Steering Committee) to communicate status, value, and impactCreate program artifacts (long-range plans, dependency maps, risk/issue logs) to guide executive decisionsDefine and track program-level success metrics tied to adoption, GRR, and efficiency gainsModel AI-augmented management practices to synthesize updates, surface risks, and accelerate reportingLead evolution of the CS Strategy & Operations PMM methodology promoting continuous improvementKey requirements8+ years in strategy/operations and program management with large-scale programs5+ years in Customer Success, Sales, or GTM within SaaS or subscription businessProven ability to influence senior leadership and executivesStrong problem-solving and sense of urgencyExperience driving digital transformation across cross-functional programsAbility to simplify complex issues and build strategic frameworksBS/BA or equivalent experienceExcellent executive communication and interpersonal skillsinfluencing and consensus-buildingstrategic thinkingclear communicationAgile methodologiesSmartSheetJira","datePosted":"2026-10-26T13:38:43.275Z","dateModified":"2026-10-26T13:38:43.275Z","hiringOrganization":{"@type":"Organization","name":"DocuSign","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Evanston","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"a52505cf7e24aa71c2e77a0e"},"url":"https://jobsearcher.com/jobs/a52505cf7e24aa71c2e77a0e"}}