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About the Role

Spearhead the end-to-end vision, global strategy, and roadmap for Docusign's Product-Led Growth (PLG) conversational AI and agentic experiences, focusing on customer acquisition and top-of-funnel experiences across docusign.com. This senior leadership role orchestrates cross-functional excellence to achieve global strategic objectives, redefining customer engagement with Docusign through a blend of AI, lead generation capabilities, and business partnership.

Responsibilities

Own the roadmap for the customer-facing conversational agent across chat and voice, from intent coverage and conversation design to embeddable interfaces and LLM agentic experiences.
Own the roadmap and prioritization for lead generation forms and experiences across the docusign.com global domain.
Focus prioritization and experiences on driving qualified lead generation and digital conversion metrics.
Engage enterprise partners through discovery, requirement shaping, and launch decisions.
Build working prototypes using AI coding tools to test conversation flows and interface ideas.
Define and defend quality bars with the evaluation team, covering resolution rate, containment, escalation correctness, and conversation quality.
Specify agent behavior in detail, including resolution, tone, escalation policy, guardrails, and edge cases, and iterate from production conversation data.
Establish testing, evaluation, and validation frameworks for AI solutions.
Continuously optimize prompts, workflows, and user experiences.
Support responsible AI practices, governance standards, privacy requirements, and security controls.
Document technical solutions and operational procedures.
Stay close to GTM, Partner Solutions, Support and Success teams, feeding field learnings back into the roadmap.
Serve as a subject matter expert on AI development practices and emerging technologies.
Foster a culture of innovation, continuous learning, and accountability.
Present key outcomes to VP-level executives and above on a recurring basis.

Requirements

8+ years of product management experience, including principal or lead-level ownership of a customer-facing product, with conversational AI, customer experience automation, or an adjacent space.
Experience manipulating design files and producing flows and basic mocks solo in Figma.
Experience writing enough code to get a prototype working without waiting on an engineer, treating AI tools as a normal part of how they build.
Experience applying a data-driven approach grounded in growth and customer service and automation metrics, including resolution, containment, CSAT, and escalation quality.
Experience with LLM-based products, including prompt and behavior design, AI quality practices, and their failure modes.
Experience self-serving, identifying large business and revenue opportunities, and demonstrating a deep understanding of full-funnel analytics.
Experience influencing executive stakeholders and mentoring junior product talent.
Master's degree in Business Administration (MBA), Marketing, or a related technical field.
Direct experience with international market expansion and localized digital customer journeys.
Previous experience integrating WhatsApp for business across web-based experiences.
Advanced knowledge of emerging AI/ML applications in personalization and marketing automation across web-based applications.
Experience running your own business and having an entrepreneurial mindset.
This position is not eligible for employment in Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Skills

Conversational AI
Customer Experience Automation
Product-Led Growth (PLG)
Conversational AI
Agentic Experiences
AEO
LLM
Prompt Engineering
Figma
AI Coding Tools
Data-driven approach
Growth metrics
Customer service metrics
Automation metrics
Resolution rate
Containment
CSAT
Escalation quality
LLM-based products
Prompt design
Behavior design
AI quality practices
Failure modes
Full-funnel analytics
Executive stakeholder influence
Mentoring junior product talent
WhatsApp for business integration
AI/ML applications
Personalization
Marketing automation

Location

Hybrid

Work Type

Hybrid
Full-time

Experience Level

Senior
8+ years of product management experience
Principal or lead-level ownership

Education Level

Master's degree in Business Administration (MBA), Marketing, or a related technical field

Salary/Compensations

California: $146,400.00 - $235,375.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $140,100.00 - $206,775.00 base salary
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).

Benefits

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

About the Company

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.
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).

Equal Opportunity

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.
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.
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
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.