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 The Incident Communications Lead at Docusign is an expert in leading, identifying, facilitating, and resolving various critical incidents including technology, products, and security. The role involves strategic incident communications management, effective communication with stakeholders including executive leadership, and ongoing partnerships across the organization. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, and mentoring team members. The role also involves participating in daily incident management support across various Docusign infrastructures globally, ensuring service levels are maintained. The Incident Communications Lead will act as a liaison, translating technical details for communication to customers. The role includes on-call responsibilities outside regular business hours and on weekends, focusing on maintaining timely, accurate, and transparent communication with internal and external stakeholders to uphold trust and manage expectations throughout the incident lifecycle.. The ideal candidate is self-motivated and responsible, able to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and policies is essential. This position is an individual contributor role reporting to the Director, SRE Incident Response (Software Engineering). Responsibility Serve as a subject matter expert and single point of contact for DocuSign’s incident management communications Lead complex and sensitive critical incident communications plans to conclusion, identifying and resolving challenges to ensure timely dissemination Coordinate incident response communications with a variety of internal stakeholders including Senior Leadership, Product and Engineering owners, and field teams Lead strategic projects to meet incident communications objectives and orchestrate cross-functional strategy discussions for continuous improvements Create and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challenges Interact regularly with senior leaders to facilitate effective incident communications or project delivery Generate communications for multiple audience types, both customer-facing and internal Provide oversight, mentorship, and guidance to other team members, fostering a supportive and collaborative environment Engage resources to resolve major incident communications challenges and minimize customer frustration Analyze the effectiveness of communication strategies and make necessary adjustments to improve future incident responses Participate in a rotational shift 24 x 7 x 365. Job Designation 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. What you bring Basic 12+ years of experience in incident management and communications, preferably with a strong background in conveying technical details to customers, and active participation in crisis management Proven ability to manage multiple priorities and work effectively under pressure Experience using communication and collaboration tools such as customer support portal, Atlassian status page, etc. Ability to understand and work within complex, large enterprise business environments Demonstrated ability to convey information clearly and concisely to various audiences Preferred Strong understanding of IT incident management processes and terminology Exceptional written and verbal communication skills Strong organizational skills with the ability to manage multiple tasks and deadlines Demonstrated ability to adapt to changing circumstances and manage communication in dynamic environments Meticulous attention to detail in documentation and communication. Incident management experience within product, SaaS, Azure, AWS, and with SQL, Networking, and DevOps teams 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: $151,800 - $245,150 base salary Illinois and Colorado: $145,800 - $205,950 base salary Washington and New York (including NYC metro area): $145,800 - $214,350 base salary Washington DC: $151,800 - $214,350 base salary This role is also eligible for bonus, equity and benefits. 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 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. Equal Opportunity Employer 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. EEO Know Your Rights poster #LI-Remote #LI-CF2