J**********t
About Candidate
I have driven multiple projects and improvements within the DocuSign ecosystem, starting as a humble support engineering and moving my way up to assisting and directing security based enhancements down to yearly certificate migrations with minimal customer impact. I have a strong eye for the customer experience and I believe the definition of done is a product that can be both understood by customer and support with documentation to prove. The minimum viable product should still be supportable or have a plan to be supported as you navigate through the product life cycle.
Location
Work & Experience
- As a Senior Technical Program Manager, managed and optimized consecutive projects for support and engineering efforts saving the company around $3M quarterly allowing our org to scale faster with less overhead - Directly lead several multi-phase Agile projects using Smartsheets and Microsoft suite simultaneously while assisting the technical assessment questions of fellow coworkers as a the team technical lead for major changes to ensure consistent product launches were sparking from project launch meetings which garnered team and department wide kudos and unsung hero awards - Elevated the understanding customer concerns and pain points across cross-departmental teams as project owner between stakeholders of Product, Engineering and Support by highlighting customer impact, administered pilot programs, managed release notes, communication cycles and monitored trends/bugs to manage risks and develop mitigation plans to ensure CSAT and documentation aligned for a reduction of 18k cases quarterly and successfully minimizing impact to 71.1k accounts regarding product changes and new features - As the Product Customer Experience Owner successfully scoped and managed multiple projects concurrent projects (Basic Authentication to Oauth, Cloud Migrations, etc.), grooming the bug backlog, assisted with assigning story weights in Jira, designed playbooks and documented project progress in Confluence which ensured that reports, timelines and emails for Executives were consistent and insightful ensuring a 4.9/5 stakeholder satisfaction
- As a Technical Program Manager we needed accurate customer identification, developed strong cross-team relationships by navigating, updating and writing Kazmon (KQL) queries to ensure project playbooks, migrations plans and targeted customers were accurate to provide consistent reporting and status updates to Stakeholders for company initiatives - Managed P2 level responsibilities by working with senior team members to create customer communication plans and documentation and reports ensuring smooth migration and notice of SSL, SSO and Active Directory certificates were updated as part of industry standard cycles, preventing customer implementation interruption - Mentored and helped coworkers by coaching and providing education and advice on technical knowledge and key resources to advance their career pathways, assisting with several promotions and personnel retention
- As part of the highest tier of support, actively reviewed DocuSign products, 3rd party integrations, and API documentation to ensure up to date troubleshooting and update documentation of known issues in congruence with Supportability team - Utilized cross-departmental teams to ensure new products and features were announced and documented as well as participating in the Escalation meetings and weekly Scrum of known issues with Doc and Engineering Management - Coordinated international support meetings daily to ensure smooth handoffs and knowledge sharing with EMEA and APAC teams including Japan TCSM members. - Participated in multi-department meetings with engineering and product to update existing processes and resolve JIRA tickets advocating for customer issues to establish automation and increase first touch resolution