Director, Knowledge Management

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

As the Director, Knowledge Management you will join the Technology & Vendor Management (TVM) team in Customer Success to build the organization's knowledge of the future. You will define and execute a multi-year strategy, and lead the efforts to develop the roadmap, vision, and priorities to implement knowledge management systems and methods to create, share, use, and manage knowledge and information for and across the organization. This multidisciplinary approach will address the challenges of both the volume of knowledge generated and the speed of information flow in a fast-growing organization constantly innovating its products and services to address increasingly complex demands from our customers.

This position will lead a team of knowledge creators, content strategists, and knowledge management solutions architects, and will closely collaborate with highly-technical teams. This position will primarily focus on defining and implementing a scalable, technology-led approach to connect customers, partners, and employees, so we can harness the multitude of knowledge sources to deliver actionable information at the right time and to the right place/system to promote product adoption and self-service at scale. You will work cross-functionally with Engineering, IT, Customer Support, Customer Success Management, Professional Services, Operations, Marketing, and Sales and engage with senior leaders in the organization to experiment, iterate, define, and fine-tune the strategy for Knowledge Management.

This role will also partner with business, operations, IT, and product stakeholders to build highly visible solutions that are integral to our customers and business. Our team has a startup-like atmosphere that is self-driven, passionate and creates quality, highly available, scalable, and efficient solutions that are critical to driving the success of our customers and our team.

This position is a people manager role reporting to the Sr. Director, GCS Tools & Technologies.

Responsibility

• Lead the strategy and roadmap for Docusign Knowledge Management function from its inception and early wins to its maturity and quantifiable contributions to the organization's efficiency, focusing on driving business results and positive customer experience

• Own all aspects of knowledge management (KM), including knowledge creation, machine content creation, knowledge catalog, governance for scalable management of knowledge artifacts, knowledge management systems and/or platforms, and the user experience as it relates to their interaction with knowledge/content artifacts and technologies

• Stay on top of market trends and the direction of the KM space, and understand customer needs by closely working with user research, business insights, and other customer-facing organizations

• Define and analyze metrics that inform the success of KM

• Develop an incremental and iterative roadmap that allows rapid value realization from KM efforts

• Work closely with leaders in Global Customer Success and other areas of the organization to identify partners that would be critical to success

• Work cross-functionally to align on the approach and influence the adoption of KM

• Evaluate and prioritize requirements for the selection, implementation, adoption and evolution of KM systems and platforms

• Leverage AI technologies across the customer journey, and align with industry trends for efficient customer-centric interactions

• Influence architectural decisions, technology selection, design of scalable solutions, and risk mitigation strategies impacting production systems, applications, and tools

• Collaborate with Engineering, Legal, Security, Privacy, and other cross-functional teams to remove obstacles and successfully execute the short- and long-term roadmap for KM

• Help grow and mentor Knowledge and Self-Service (KSS) and Technical Program Management (TPM) team members

• Be accountable for achieving quarterly, annual, and longer-range goals and objectives, as this position's objectives will be directly linked to business metrics such as revenue, customer satisfaction, and operational efficiency

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• BA/BS or advanced degree, or equivalent work experience
• 12+ years of experience with a BA/BS degree, or 8+ years related experience with a Master's degree, or equivalent work experience in Knowledge Management or related disciplines
• 6+ years of professional experience building complex, scalable applications
• 2+ years leveraging ML and/or AI-based technologies to evolve knowledge creation, knowledge gap analysis, and customer experieces
• Experience working cross-functionally with strategic leaders as well as tactical contributors across the organization
• Previous experience leading, managing, and coaching teams working on complex deliverables

Preferred

• Demonstrated experience defining and implementing a Knowledge Management solution for a large-scale, multinational organization in the technology industry
• Strong business acumen and technical background, with the ability to quickly understand and communicate product concepts and challenges across wide-ranging audiences
• Skilled at dealing with ambiguity, multitasking, and working independently
• Knowledge of change management methodologies used to drive organizational change
• Proven success in building/managing large-scale consumer technology products
• Knowledge and experience in high-scale, highly available systems
• Experience with the design and operation of large-scale cloud services
• Ability to influence and collaborate in a matrixed environment having multiple stakeholders
• Strong customer focus through qualitative and quantitative measures
• Excellent executive presence, verbal and written communication skills

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $171,500.00 - $277,025.00 base salary

Illinois and Colorado: $164,800.00 - $232,750.00 base salary

Washington, New Jersey and New York (including NYC metro area): $164,800.00 - $242,225.00 base salary

Washington DC: $171,500.00 - $242,225.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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 is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

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

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.

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