Customer Service Process Manager Jobs in California

Company Overview

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).

What you'll do

As the GTM Business Process Manager, your charter is to help drive overall business growth with special focus on GTM Process and System excellence. In this role, you are responsible for the development, management, and improvement of both new and existing business processes to support the broader GTM strategy and innovation. You will drive process discovery and design, and act as a resident expert in developing processes, policies and user expectations as we instrument changes within systems. This role will own and drive strategic improvement initiatives with cross-functional teams such as Sales, Partner, IT, Enablement, Revenue Operations, Product, and Growth.

This position is an individual contributor role reporting to the Director, GTM Process Strategy & Operations.

Responsibility

• Develop and design Process Architecture, focusing on end-to-end business design and structural integrity to re-engineer or reimagine business process to transform utilizing AI

• Establish standards, and frameworks for process design and maintenance

• Collaborate across departments and provide leadership with project status updates, feedback, and appropriate reporting on key projects

• Manage stakeholders and user groups to determine downstream impacts of process, or system changes

• Create and maintain key documentation such as process flows, playbooks, and RACIs, while keeping operational efficiency, ease of use, and effectiveness top of mind

• Facilitate decision-making and alignment on proposed process initiatives, AI augmentation strategies, and agentic solutions

• Map, analyze, and redesign end-to-end GTM and sales process flows to identify high-value opportunities where AI agents and automation can reduce friction, accelerate cycle times, and improve rep productivity

• Design workflows for GTM motions - including qualification, outreach sequencing, pipeline management, forecasting support, and post-sale handoffs

• Recommend clear business requirements and user stories for developers as they design technical solutions to address operational inefficiencies and manage communications to all impacted stakeholders

• Define strategy on human-in-the-loop checkpoints versus full automation design decisions

• Monitor, evaluate, and iterate on deployed processes, applying user feedback and business outcome metrics

• Understand the GTM process architecture of key systems in tool stack and formulate POVs on integration streamlining

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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.

What you bring

Basic

• BS/BA degree or equivalent in work experience

• 8+ years of experience in GTM Strategy and Operations, Consulting, or equivalent roles

• Experience with GTM processes, systems, and tools (Salesforce, GTM ecosystems, sales engagement platforms)

• Experience in process mapping and redesign using structured methodologies (e.g., swimlane diagrams, value stream mapping)

• Experience designing new processes and driving projects to successful completion

• Experience in business requirements gathering and driving feedback loops

Preferred

• Sales Strategy Operations experience working closely with Sales Leadership

• Prior exposure to high-growth work environments with a strong understanding of SaaS business models and go-to-market principles

• Excellent at articulating vision and executing projects end-to-end, from process discovery through AI deployment and adoption

• Comfortable and flexible working in a fast-paced, ambiguous environment where AI capabilities and business needs are rapidly evolving

• Well-developed ability to bring structured thinking into highly ambiguous and open-ended problem situations, then drive to consensus

• Experience deploying AI agents or automation specifically within sales or GTM contexts (e.g., AI Sales Dev workflows, AI-assisted forecasting, deal intelligence agents, enablement bots)

• Ability to interact and influence all levels from ICs to executives including translating AI concepts into accessible business value narratives

• High degree of intellectual curiosity, self-confidence, and a builder's mindset energized by experimenting with emerging AI tools and operationalizing them at scale

• Familiarity with prompt engineering, agent orchestration patterns, and responsible AI principles as they apply to enterprise GTM workflows

• Strong listener and out-of-the-box thinker in developing designs that incorporate current needs with future-design thinking

• Highly focused on business process efficiency through sound design and change management

• Driver mindset with high accountability

Wage Transparency

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: $132,700.00 - $206,800.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $126,500.00 - $173,900.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $126,500.00 - $182,500.00 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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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 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

States Not Eligible for Employment

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

EEO Statement

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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